Tevin Jordine
Thornton,CO
Summary
Customer care professional with extensive experience across financial services, contact centers, social media engagement, in-person consultation, and client support. Proven ability to resolve complex issues, manage sensitive customer data, mitigate reputational risk, and collaborate cross-functionally to deliver high-quality service. Experienced in digital care platforms, CRM systems, compliance standards, and performance-driven environments.
Overview
17
17
years of professional experience
Work History
Customer Care Specialist – Social Media Ambassador
U.S. Bank
Englewood, CO
03.2023 - Current
- Monitored, triaged, and responded to customer inquiries and complaints across Facebook, Instagram (Meta Business Suite), X, LinkedIn, Trustpilot, Google Reviews, and Yelp to enhance customer satisfaction and engagement
- Manage enterprise social media and digital care platforms including Khoros and Sprout Social
- Provide customer service, account support, troubleshooting, and issue escalation while ensuring regulatory and compliance standards
- Identify complaint language, customer sentiment, and potential reputational risk within customer
- Escalate customer concerns and corporate complaints using ATLAS and PEGA CRM systems
- Collaborated with Public Relations, Human Resources, Social Branding, and Marketing teams to resolve issues, ensuring brand reputation was upheld
- Lead team huddles to align on emerging trends, priorities, and escalations
- Developed and maintained operational and regulatory procedures for social media engagement and complaint handling to streamline processes and ensure compliance
Senior Contact Center Banker
U.S. Bank
St. Paul, MN
11.2021 - 04.2023
- Handled specialized banking calls for small business, commercial loans, CDs/IRAs, wealth management, and military service center banking, ensuring customer needs were met effectively
- Assisted consumer customers with complex banking needs while ensuring accuracy and compliance
- Conducted sensitive financial conversations with professionalism and discretion, fostering trust and rapport with clients
- Resolved advanced online and mobile banking issues, enhancing customer satisfaction and retention
- Met performance and quality standards in a high-volume environment
Contact Center Banker
U.S. Bank
St. Paul, MN
04.2020 - 11.2021
- Consistently met or exceeded call center performance metrics
- De-escalated dissatisfied customer situations with patience and professionalism
- Leveraged multiple internal systems to effectively resolve customer issues
- Educated customers on U.S. Bank products, services, and digital tools
- Assisted customers with account inquiries, troubleshooting, and transaction-related concerns
Client Relationship Consultant
U.S. Bank
Dubuque, IA
01.2020 - 04.2020
- Evaluated financial needs and provided tailored deposit and loan solutions, facilitating informed decisions
- Developed customer relationships through in-person and phone consultations, enhancing client trust and satisfaction
- Managed customer and account information, ensuring confidentiality and compliance with privacy standards
Bank Teller
U.S. Bank
Dubuque, IA
12.2018 - 01.2020
- Identified customer needs through targeted conversations, leading to appropriate referrals and increased service utilization
- Processed daily banking transactions, ensuring accuracy and efficiency to enhance customer satisfaction
- Balanced transaction records and cash drawers, maintaining accountability and accuracy in daily financial operations
Restaurant Crew Member
Chipotle Mexican Grill
Dubuque, IA
03.2018 - 01.2019
- Prepared and served food to meet customer demand in fast-paced environment
- Ensured accurate order fulfillment to enhance customer satisfaction
- Maintained cleanliness and upheld food safety standards for customer safety
Benefits Consultant
Aflac
Dubuque, IA
09.2017 - 03.2018
- Advised business owners and HR teams on optimizing voluntary benefits offerings to enhance employee satisfaction and retention
- Facilitated employee enrollments and delivered engaging worksite presentations to increase participation in benefits programs
- Provided ongoing policyholder service and claims support, resolving issues and ensuring high satisfaction among clients
Security Therapy Aide I
Illinois Department of Human Services
Rushville, IL
08.2014 - 08.2017
- Maintained safety and security in a secure facility
- Monitored resident behavior and intervened to address issues
- Conducted searches, resident counts, and security equipment checks
- Documented resident activity and served on the Emergency Response Team
Direct Service Person
Bridgeway
Macomb, IL
01.2010 - 08.2014
- Instructed independent living, vocational, and fitness skills, promoting self-sufficiency and confidence in daily activities
- Supported adults with developmental and intellectual disabilities, enhancing daily living skills for improved independence
- Coordinated community outings and recreational activities to foster social engagement and community involvement
Skills
- Customer Advocacy
- Complaint Management & Escalation
- CRM Systems (ATLAS, PEGA)
- Reputation management
- Technical Support
- Compliance & Documentation
- Financial Processes
- Cross-Functional Collaboration
Timeline
Customer Care Specialist – Social Media Ambassador
U.S. Bank
03.2023 - Current
Senior Contact Center Banker
U.S. Bank
11.2021 - 04.2023
Contact Center Banker
U.S. Bank
04.2020 - 11.2021
Client Relationship Consultant
U.S. Bank
01.2020 - 04.2020
Bank Teller
U.S. Bank
12.2018 - 01.2020
Restaurant Crew Member
Chipotle Mexican Grill
03.2018 - 01.2019
Benefits Consultant
Aflac
09.2017 - 03.2018
Security Therapy Aide I
Illinois Department of Human Services
08.2014 - 08.2017
Direct Service Person
Bridgeway
01.2010 - 08.2014