Summary
Overview
Work History
Education
Skills
Timeline
Generic

Destini Jordan

Aurora,IL

Summary

Dynamic customer service professional with extensive experience at Personalization Mall, excelling in complaint resolution and order management. Proven track record of enhancing customer satisfaction through effective coaching and operational best practices. Recognized for fostering team collaboration and maintaining high service standards in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Customer Service Team Lead

Personalization Mall
03.2023 - Current
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.

Customer Service Chat Team Lead

Personalization Mall
03.2017 - 01.2020
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.

Customer Service Chat Representative

Personalization Mall
01.2020 - 03.2023
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions via chat.
  • Created and maintained detailed database to develop promotional sales.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative

Personalization Mall
08.2013 - 01.2017
  • Responded to customer requests for products, services, and company information.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Trained staff on operating procedures and company services.

Education

High School Diploma -

West Aurora High School
Aurora,IL
05-2013

Skills

  • Shipping procedures
  • Meeting facilitation
  • Complaint resolution
  • Status updates
  • Customer service excellence
  • Compliant resolution
  • Order management
  • Customer satisfaction

Timeline

Customer Service Team Lead

Personalization Mall
03.2023 - Current

Customer Service Chat Representative

Personalization Mall
01.2020 - 03.2023

Customer Service Chat Team Lead

Personalization Mall
03.2017 - 01.2020

Customer Service Representative

Personalization Mall
08.2013 - 01.2017

High School Diploma -

West Aurora High School

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