Omar Jordan
Rocky Mount,VA
Summary
Creative and passionate leader focused on development and progression. Self motivated with 17 years of training and facilitation experience. Excellent business mind at evaluating people to enhance skills needed to improve and meet the business objectives. Dedicated and professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges.
Overview
18
18
years of professional experience
Work History
Corporate Customer Advocate
Allstate Insurance Co
Roanoke, VA
08.2022 - Current
- Investigates complaint information escalated by Department of Insurance and Better Business Bureau to provide customers with timely resolution.
- Assist with migration of claims files from Allstate Legacy Claim System over to National General EPIC Claim Reference System.
- Gathers needed documentation and policy forms needed by Customer Resolution Specialist in order to provide claims complaint correspondence to DOI and Better Business Bureau.
- Partners with Allstate Claims Service Leaders and compliance analyst to gather and provide clarity in claim processes and procedures.
Service Desk Team Leader (Talent Share)
Allstate Insurance Co
Roanoke, VA
03.2022 - 08.2022
- Lead 13 Front-line employees, that handled customer call and chat concerns received in Allstate's Technology Support Center - Customer Technology Support Department.
- Managed 5 employees involved in Allstate Apprentice Program to instruct, guide and develop work life balance as they pursued their college degree.
- Collaborated with internal ATSC partners to effectively implement functional procedures for handling customer care needs and improving incident ticket quality.
- Handled customer and agency escalations that were unable to be resolved by Frontline employees due to dissatisfaction following support center engagement and problem resolution interaction.
- Facilitated and attended meetings with stakeholders, and vendors to address and resolve procedural work issues and work load management.
- Provided direction and created action plans, to assist employees with skill and career growth as they seek promotional opportunities.
- Created 6 member Return and Governance Team for CTS that required hands on coordination of staffing, time management and procedural guidance for employees overseeing department work queues and ticket quality.
- Collaborated with other CTS leaders to discuss and balance employee work load to achieve target results.
Corporate Customer Advocate
Allstate Insurance Co
Roanoke, VA
12.2018 - 03.2022
- Trustworthy liaison for customers and agency staff to deliver and resolve complex issues.
- Motivates peers and colleagues through difficult situations to improve customer experience.
- Subject Matter Expert for Drivewise, Milewise and Claims Satisfaction Guarantee concerns.
- Created business cases to correct policy errors and provide customer resolution and satisfaction.
- Manager advocate to address difficult conversations with customers and agency owners and staff.
- Establishes positive environment by leveraging professionalism and knowledge while training peers on multiply functions.
- Formulates and implements action plans to increase work productivity amongst peers to improve quality stats.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support team objectives.
Insurance Specialist
Allstate Insurance Co
Roanoke, VA
01.2013 - 01.2018
- Work closely with analysts and department managers to identify and align training goals.
- Motivate and train employees to maximize their efficiency.
- Accelerate and lead organizational change by enhancing moral and cultivating skills.
- Identify employee developmental needs and design training material based on needs identified by assessments.
- Manage, lead and organize calibrations to assure quality and enhance communication.
- Readily anticipate problems with skills to create innovative solutions.
- Utilize WEBEX to conduct training for Allstate India business partners.
- Mentor peers on conducting and developing classroom material.
- Instruct peers in project management and how to enhance performance quality.
Learning and Development Senior Analyst
Allstate Insurance Co
Roanoke, VA
01.2012 - 01.2013
- Provided assessment of needs and developed learning plans.
- Consulted clients and identified needs for both functional and behavioral performance behaviors.
- Designed business solutions appropriate to project objectives in team environment.
- Knowledge transfer through training and mentoring opportunities to peers and business partners.
- Negotiated with clients and stakeholders to develop schedules for delivering training.
- Monitored and provided status updates on quality and progression.
- Interacted with internal and external business partners during challenging and complex situations.
- Responsible for changing and designing new and improved classroom experience.
Quality Assurance Representative
Allstate Insurance Co
Roanoke, VA
01.2009 - 01.2012
- Drafted performance and quality assurance reports and presented findings at weekly and monthly quality meetings.
- Assisted with developing and implementing quality assurance improvements based on call evaluation results.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Traveled to Home Office to coordinate and establish relationships with vendors and stakeholders.
- Calibrated with internal/external customers and business partners to resolve complex problems.
Senior Associate – Subject Matter Expert
Allstate Insurance Co
Roanoke, VA
01.2006 - 01.2009
- Developed business cases, presentations and reports for senior management.
- With minimal supervision and guidance, provided technological support by investigating and resolving complex problems.
- Responsible for management of individual and/or team tickets, call flow, and project work.
- Served as mentor to persons in need of support and direction.
- Effectively demonstrated customer care principals during individual and group interactions.
Education
English Education
Saint Paul's College
Lawrenceville, VAHigh School Diploma -
East Hartford High School
East Hartford, CT06.1994
Timeline
Corporate Customer Advocate
Allstate Insurance Co
08.2022 - Current
Service Desk Team Leader (Talent Share)
Allstate Insurance Co
03.2022 - 08.2022
Corporate Customer Advocate
Allstate Insurance Co
12.2018 - 03.2022
Insurance Specialist
Allstate Insurance Co
01.2013 - 01.2018
Learning and Development Senior Analyst
Allstate Insurance Co
01.2012 - 01.2013
Quality Assurance Representative
Allstate Insurance Co
01.2009 - 01.2012
Senior Associate – Subject Matter Expert
Allstate Insurance Co
01.2006 - 01.2009
English Education
Saint Paul's College
High School Diploma -
East Hartford High School