Summary
Overview
Work History
Education
Skills
Timeline
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Jordan Sutherland

Warren,IN

Summary

Dynamic customer service professional with extensive experience at Instacart, recognized for enhancing customer satisfaction through effective problem resolution and technical troubleshooting. Proven ability to manage billing adjustments and support sales initiatives, demonstrating strong communication and organizational skills. Committed to delivering exceptional service and fostering trust to drive repeat business. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

7
7
years of professional experience

Work History

Work From Home Agent

Instacart
Vernal, UT
05.2020 - 05.2022
  • Answered incoming calls in a timely manner and provided accurate information on products and services.
  • Provided customer service support to customers over the phone, responding to inquiries and addressing concerns.
  • Collected deposits or payments and arranged for billing.
  • Troubleshot technical issues related to products or services.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Maintained high levels of professionalism when interacting with customers both verbally and written.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Followed up with customers via email or telephone as needed regarding account status or other inquiries.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Provided accurate, valid and complete information by using the right methods and tools.
  • Supported sales team members to drive growth and development.
  • Developed trust relationships with customers to ensure repeat business opportunities.
  • Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Utilized computer systems to access accounts for research purposes.
  • Recognized by management for providing exceptional customer service.

Front Desk Receptionist

Iron Mountain Hot Springs
Glenwood Springs, CO
03.2015 - 03.2017
  • Managed multi-line telephone system, directing calls to appropriate departments.
  • Composed and prepared routine correspondence, letters and reports with job-related software.
  • Processed payments from customers using a variety of payment methods including credit cards, checks and money orders.
  • Greeted visitors to provide information and direct to appropriate personnel.
  • Tracked office supplies inventory levels, placed orders for replenishment as needed and monitored deliveries upon arrival.
  • Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
  • Resolved any customer complaints or issues in a timely fashion following established protocols.
  • Maintained an organized reception area and ensured that all guests were attended to promptly.
  • Handled cash transactions accurately, balancing the register at the end of each shift.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Greeted customers, answered general questions and directed to appropriate locations.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Explained policies and procedures to visitors.
  • Protected clients' rights by maintaining confidentiality of personal and financial information.
  • Greeted customers warmly and made them feel welcome.

Education

High School Diploma -

Coal Ridge High School
New Castle, CO
05-2015

Skills

  • Customer service
  • Technical troubleshooting
  • Billing adjustments
  • Problem resolution
  • Sales support
  • Effective communication
  • Attention to detail
  • Call management
  • Data entry
  • Goal oriented
  • Phone etiquette
  • Typing speed
  • Call handling
  • Appointment scheduling
  • Remote office availability
  • Order and refund processing
  • Multitasking
  • Problem-solving
  • Organizational skills
  • Multitasking Abilities

Timeline

Work From Home Agent

Instacart
05.2020 - 05.2022

Front Desk Receptionist

Iron Mountain Hot Springs
03.2015 - 03.2017

High School Diploma -

Coal Ridge High School

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Jordan Sutherland