Paris Jordan
Bowie,MD
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
WSSC
03.2020 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Communications Associate
District Government, Department of General Services
08.2016 - 11.2018
- Boosted social media engagement with consistent and creative content creation.
- Streamlined internal communications for increased employee satisfaction and productivity.
- Supported event planning and coordination, resulting in successful company functions.
- Drafted compelling press releases to generate positive media coverage for the organization.
- Conducted industry research to inform effective communication strategies and tactics.
- Collaborated with cross-functional teams to develop cohesive messaging across various platforms.
- Analyzed data on audience demographics, preferences, and behaviors to tailor targeted messages.
- Improved website user experience through content optimization and design updates.
- Managed email marketing campaigns, increasing open rates and click-throughs significantly.
- Developed crisis communication protocols, mitigating potential reputational risks for the organization.
- Implemented analytics tools to measure the success of communication initiatives, adjusting tactics as needed for optimal results.
- Created visually appealing presentations for executive leadership meetings and conferences.
- Assisted in budget development for communication projects, ensuring cost-effective use of resources.
- Spearheaded public relations efforts, building strong relationships with key industry influencers and media outlets.
- Updated company style guides to maintain consistency across all external communications.
Manager
Spa on the Hill
02.2012 - 01.2015
- Responsible for monitoring and tracking all positive reviews acknowledging dedication to excellent customer service in a database management system
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Managed Spa calendar
- Managed all Social Media Networks
- Managed office supplies, vendors, organization, and upkeep.
Customer Service Associate
Pohanka Honda
01.2012 - 01.2014
- Responsible for approaching new customers and initiating the sales process to completion
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Streamlined communication with clients for improved service experiences and increased loyalty.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Assisted in the development of new customer service protocols to improve overall performance metrics.
- Provided personalized support for each client, tailoring solutions based on individual circumstances and preferences.
- Monitored customer feedback channels, identifying areas of improvement for enhanced service quality.
- Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
- Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
- Worked closely with customer service staff to make sure that customers were satisfied with their new vehicles
- Achieved sales goals and service performance requirements through new customer sales.
- Contributed to the enhancement of sales strategies by upselling relevant products or services during customer interactions.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Maximized efficiency within the workplace by implementing new organizational methods for handling daily tasks.
Administrative Assistant
Environmental Design & Construction
01.2010 - 01.2012
- Provided ongoing administrative support to senior executives, driving organizational success through the management of daily operations and special projects
- Composed internal and external correspondences for managers
- Planned and coordinated logistics and materials for board meetings, committee meetings, and staff events
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
- Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
Education
Associate of Science - Business Administration
Prince George’s Community College
Largo, Maryland01.2013
Skills
- Proficient Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Database management
- Appointment Scheduling
- Data Entry
- Consultative Sales
- Information Security
- Paperwork Processing
- Complaint resolution
- Scheduling
- Product Knowledge
- Account updating
- Training development aptitude
- Customer Education
- Conflict Resolution
- Money handling abilities
- Computer Proficiency
- Customer Service
- Microsoft Office Suite
Professional Development
- Completed DSLR Photography Basics, Capital Photographer Center
- Completed Microsoft Excel Training: Level Proficient
- Completed Microsoft PowerPoint Training: Level Intermediate
- Completed Social Media Training: Level Intermediate
Accomplishments And Awards
- DGS Department Award: Outstanding Service Award 2017
- DGS Department Award: Outstanding Service Award 2018
References
- Joia Jefferson Nuri, Public Information Officer, District Government, Joia.Nuri@dc.gov, (240) 603-7905
- Jackie Stanley, Community Outreach Coordinator, District Government, Jackie.stanley@dc.gov, (202) 330-7572
Timeline
Customer Service Representative
WSSC
03.2020 - Current
Communications Associate
District Government, Department of General Services
08.2016 - 11.2018
Manager
Spa on the Hill
02.2012 - 01.2015
Customer Service Associate
Pohanka Honda
01.2012 - 01.2014
Administrative Assistant
Environmental Design & Construction
01.2010 - 01.2012
Associate of Science - Business Administration
Prince George’s Community College
Similar Profiles
Anthony JenningsAnthony Jennings
Facility Technician at WSSCFacility Technician at WSSC
Marine Castelou Marine Castelou null
Représentante Des Services Aux Patients at WSSCReprésentante Des Services Aux Patients at WSSC
Reginald GlascoeReginald Glascoe
Water Meter Reader at WSSCWater Meter Reader at WSSC