Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Zena Jordan

Jackson,MS

Summary

Results-driven professional with a diverse background spanning roles such as Assistant Director, Customer Service Representative (Tier 2), Account Sales Representative, Dispatcher, and Sales Representative. Proven expertise in leadership, customer service, account management, logistics, and sales. Adept at optimizing team performance, resolving complex customer issues, and driving sales growth. Possesses strong communication, problem-solving, and relationship-building skills. Excels in dynamic environments, demonstrating adaptability and a consistent commitment to achieving organizational goals. Seeking a challenging role where my multifaceted experience can contribute to business success and customer satisfaction.

Overview

8
8
years of professional experience

Work History

Assistant Director

Bright Horizons
03.2022 - Current
  • Communicates effectively with parents, staff, licensing authorities, and children, demonstrating a passion for delivering outstanding customer service
  • Partners with the Director to implement robust educational programming, utilizing excellent financial and people management skills to achieve business goals
  • Actively seeks continuous development opportunities, preparing for future leadership roles within the organization
  • Detail-oriented with a strong understanding of state licensing and accreditation requirements, ensuring compliance in all aspects of the program
  • Able to effectively balance responsibilities between personal classroom and supporting staff.

Customer Service Representative II

Staples
08.2021 - 05.2023
  • Answered incoming calls from customers to take orders and answer inquiries and questions
  • Learned about company products to offer helpful suggestions to customers
  • Provided personalized customer service, answering questions and quickly resolving basic account issues
  • Met daily customer service goals, emphasizing quality service
  • Investigated and solved issues by finding their root causes
  • Welcomed feedback from supervisors and peers to enhance skills
  • Logged customer service details in the computer system following protocols
  • Updated and maintained an accurate customer database with timely data entry
  • Handled customer complaints and inquiries courteously and efficiently
  • Assisted in training and mentoring new team members
  • Greeted customers by name, fostering rapport and lasting relationships
  • Provided account information, explaining service policies and customer rights
  • Processed orders and shared transaction details with customers
  • Addressed customers with courtesy, using effective problem-solving skills.

Delivery Driver

Fed Ex Ground
03.2020 - 10.2022
  • Responded to inbound calls, chats, and emails with a focus on exceeding customer expectations
  • Maintained composure in stressful situations, effectively diffusing tension and fostering a positive atmosphere
  • De-escalated complex customer concerns with a calm and friendly approach for swift resolution
  • Improved customer service wait times to proactively address potential complaints
  • Set up and activated customer accounts, ensuring seamless onboarding experiences
  • Mentored new employees on procedures and policies, optimizing team performance
  • Provided product information, aligning offerings with customer needs to enhance satisfaction
  • Proactively recommended improvements to prevent future challenges
  • Offered accurate information to address questions, troubleshoot issues, and resolve complaints
  • Navigated multiple systems and applications, utilizing search tools efficiently
  • Assisted customers in navigating the company's website during the purchase process
  • Handled escalated calls professionally, proposing suitable solutions after actively listening to customer needs
  • Referred unresolved grievances to designated departments for further investigation
  • Maintained uniform communication by adhering to scripted guidelines
  • Processed customer adjustments with precision for financial account integrity.
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Verified accuracy of all deliveries against order forms.
  • Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Increased customer satisfaction, ensuring all deliveries met specified time frames and conditions.
  • Loaded and unloaded various delivery vehicles with correct order and balancing.
  • Drove truck in urban and rural areas to expertly make high volume of deliveries.
  • Inspected load security and checked for damages.

Delivery Driver Helper

UPS
10.2020 - 01.2021
  • Adapted quickly to changing route schedules or other unforeseen circumstances requiring adjustments in delivery plans, ensuring minimal impact on overall delivery timelines.
  • Maintained vehicle cleanliness and organization throughout the day for optimal working conditions during each delivery stop.
  • Enhanced delivery efficiency by assisting drivers in navigating routes and organizing packages.
  • Optimized package retrieval at each stop through a thorough understanding of the truck''s layout and organization of packages according to delivery sequence.

Dispatcher

City Of Jackson
09.2019 - 02.2020
  • Answered phone calls from citizens in both emergency and non-emergency situations
  • Monitored dispatch board and adjusted call priorities based on caller needs
  • Reviewed routes, traffic, and weather to meet daily service requirements
  • Kept detailed records of calls in physical and electronic databases
  • Selected safe and efficient routes for drivers using locator aids
  • Monitored routes for timely services and accurate information
  • Prepared and dispensed daily route schedules
  • Coordinated daily workflow in adherence to critical timelines
  • Monitored dispatch board for delays or hazards, relaying information to field personnel
  • Processed high call volumes for law enforcement, fire, and emergency medical services
  • Questioned callers to determine the nature and location of emergencies
  • Relayed information to fire, EMS dispatch, or law enforcement professionals
  • Operated workstation with multiple computer systems, telephone systems, and mapping tools
  • Maintained a calm and professional demeanor during high-pressure situations
  • Prioritized calls based on the situation, addressing duplicate calls.

Sales Representative

Comcast Cable Company
02.2016 - 08.2019
  • Stay informed about current and emerging Comcast products and services
  • Approach sales with a focus on providing the best value for customers
  • Create value for products and services, tailoring packages to customer needs
  • Collaborate as a team, emphasizing relationship management and openness to feedback
  • Maintain a friendly attitude in a changing environment when interacting with customers
  • Build positive relationships to enhance the company's image and public perception
  • Present, promote, and sell products/services, recognizing opportunities for upselling
  • Strive to exceed overall performance goals
  • Work at a computer workstation in a call center environment for extended durations
  • Successfully execute expected call flow on every customer interaction
  • Interact with customers via telephone or email to address inquiries and issues
  • Elicit and record customer information using a computerized system
  • Stay updated on current and emerging communication and entertainment technologies
  • Establish and maintain effective relationships with customers, delivering the Comcast Quality Experience (CQE).

Education

Associate Degree - Early Childhood Education

Hinds Community College
Jackson, MS
05.2016

High School Diploma -

Wingfield High School
Jackson, MS
05.2000

Skills

  • Sales and Upselling
  • Call Documentation
  • Call Center Operations
  • Mental Illness Treatment
  • Knowledge
  • Active Listening
  • Coordinating Care
  • Interpersonal Skills
  • Clerical Support
  • Quality Control
  • Effective Communication
  • Customer Retention
  • Data Entry
  • Customer Account Management
  • Issue Resolution
  • Creative Problem-Solving
  • Understanding Customer Needs
  • Confidential Customer Data Handling
  • Staff Management
  • Strategic Planning
  • Staff Development
  • Team Operations
  • Employee Relations
  • Crisis Management
  • Team Leadership
  • Good Judgment
  • Time Management
  • Goal Setting
  • Staff Training
  • Shift Scheduling
  • Onboarding and Orientation
  • Team Collaboration

References

References available upon request.

Timeline

Assistant Director

Bright Horizons
03.2022 - Current

Customer Service Representative II

Staples
08.2021 - 05.2023

Delivery Driver Helper

UPS
10.2020 - 01.2021

Delivery Driver

Fed Ex Ground
03.2020 - 10.2022

Dispatcher

City Of Jackson
09.2019 - 02.2020

Sales Representative

Comcast Cable Company
02.2016 - 08.2019

Associate Degree - Early Childhood Education

Hinds Community College

High School Diploma -

Wingfield High School
Zena Jordan