Customer Service Human Resources
Resume:
KIMBERLEY F. JORDAN
abnol3@r.postjobfree.com
SUMMARY MANAGEMENT QUALIFICATIONS
OF
Disciplined and motivated Leader with over 5 years of consistent experience leading, managing, and
supervising a high performing customer care department of a Fortune 500 Company. Results-oriented
professional able to proactively assess the needs of an organization and effectively develop and execute
strategic business initiatives while delivering desired results.
CORE COMPETENCIES
Budget Maintenance Human Resource Management
• Conflict Resolution
Continuous Process Improvement
• Employee Relations
Customer Relationship Management
• Performance Management
e-Commerce Sales & Marketing
• Recruitment & Retention
Leadership, Coaching & Mentoring
• Training & Development
Project Management
• Work Place Safety
Quality Control
• Workforce Planning
Retail Operations Management
Risk Management/Loss Prevention
PROFESSIONAL EXPERIENCE
Home Depot, Baton Rouge, LA
Customer Contact Center
Jan 03’ – present
Scope of responsibility includes daily management, supervision and leadership of e-Commerce Appliance
Customer Care Department composed of 51 direct reports.
Promoted to Manager within 9 months
Implemented value-added initiatives that resulted in a more responsive and customer centric department.
Utilized process mapping and workforce planning to establish best practices and incorporate multi-skill
based call routing, kana customer care e-mails and online chat support.
Proposed a restructure that transformed department from 14 to 51 direct reports, improved
productivity by 12%, and decreased outsourced labor budget by 9%.
Consistently exceeded yearly revenue goals and successfully grew business from $34M to
$180M over 4 years by effectively leveraging a skilled workforce, expanding product offerings
and capturing incremental sales.
Maintained $2M labor budget and closed 3 consecutive fiscal years with a budget surplus.
Dedicated to managing inclusion by fostering a diverse and synergistic work environment while ensuring
departmental consistency and compliance. Recognized for recruiting, hiring and developing high-
performing associates.
Developed Associate Relations Champion Program aimed at improving employee morale by
encouraging open dialogue between management and front line associates. Reduced
turnover rate by 5%.
Created Pay-For-Performance plan to drive positive performance behaviors which led to 9%
improvement in attendance.
Organized loss prevention program concentrated on minimizing fraudulent online activity. Supervised
investigations and implemented additional security measures to protect customer data.
Successfully recovered nearly $3M in lost product and revenue.
Analyzed and redesigned customer service flow to diminish service gaps and cultivate customer loyalty
program. Highly skilled at employing conflict resolution techniques to resolve Better Business Bureau
complaints and negotiate customer comps.
Achieved a 6% increase in customer satisfaction ratings.
Team Leader Jan 05’ – Oct 05’
Responsible for supervising a team of 14 direct reports and ensuring that they had the necessary resources
to deliver excellent and consistent customer service
Promoted to Manager within 1 year; Served as Interim Manager Jul 05’ – Oct 05’
Selected, developed and coached staff to include: delivering fair and accurate performance reviews,
following the progressive discipline process, supervising job functions to maximize productivity,
implementing training and development, and facilitating team meetings.
Distributed statistics and reviewed daily analytics reports to identify trends in CSR performance. Created
weekly schedules and monitored attendance for adherence. Conducted random phone observations to
monitor quality control. Resolved customer complaints and handled inbound queue call overflow.
Customer Service Representative Jan 04’ – Jan 05’
Responsible for delivering quality customer service by offering one call resolution.
Promoted to Team Leader within 1 year; Recognized as High-Performing CSR
Researched product availability and specifications to create quotes based on customer needs. Processed
order requests. Developed wholesale customer base by providing dedicated services. Assisted training
department with development of new associates and served as temporary Team Lead as needed.
Human Resources Assistant Jan 03’ – Jan 04’
Responsible for coordinating personnel administration functions for 300 associates
Coordinated job fairs, conducted preliminary interviews and administered pre-employment tests.
Processed new hire paperwork, submitted background checks, arranged drug screening and conducted
new hire orientation.
Partnered with payroll and insurance providers to resolve pay and benefits discrepancies. Processed
FMLA requests, Worker’s Compensation claims and On-the-job injury claims.
Assisted with Human Resources initiatives including leadership training on performance management
process, interviewing techniques, conflict resolution, sexual harassment and work place safety.
BASF Corp., Geismar, LA
c/o Barbay Engineers
Purchasing Assistant Sep 98’ – Dec 01’
Responsible for administrative support of Major Capital Purchasing Department and organizing bid process.
Assisted Supply Managers, Buyers, Expeditors, Project & Cost Engineers and Accounts Payable on Major
Capital Projects. Generated requests for quotations/bids and worked directly with vendors during
confidential selection process. .
Generated monthly project reports, input recharged time, info records and material masters. Issued
purchase orders and change orders. Facilitated back charge reconciliation and resolved invoice
discrepancies.
EDUCATION
Louisiana State University – Baton Rouge, LA
Bachelor of Science (BS) Management with Human Resources Concentration, Dec 05’
Louisiana State University – Baton Rouge, LA
Master of Business Administration (MBA), Aug 09’
MILITARY EXPERIENCE
United States Marine Corps - MACS7, Yuma AZ
Personnel Administration Specialist, Oct 92’ – Apr 95’
Honorable Discharge
National Defense Service Medal
Marine Corps Good Conduct Medal
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