Customer Service Representative
Resume:
Jordan Grout
Petaluma, CA, 94952 ***********@*****.***
summary of qualifications
Recent Sonoma State University Graduate and currently enrolled in the graduate program for Literary Criticism. Highly motivated and dependable individual with many years of customer service experience in different fields and several years of strong managerial experience in fast-paced environments. I am proficient with various programs, including Microsoft Word, Windows, Excel, and MS Outlook.
MAJOR ACCOMPLISHMENTS
Earned 100% on Customer Service performance four times while working at Jewel City Diner.
Organized and created system for coding and logging invoiced as well as created the crew schedule template.
While employed at Jewel City Diner, I was promoted to head of catering events.
For Collective Green SF, I wrote the entire 60-page employee manual, including all the new-hire
procedures.
Organized all the office documents and receipts for Collective Green SF, including an efficient way of
coding and logging them.
EMPLOYMENT HISTORY WHILE ATTENDING COLLEGE
COLLECTIVE GREEN SF; SAN FRANCISCO, CA - 2014
Director of Operations - Hired to organize office documents and compose the employee handbook and put into effect new hire guidelines. Set up the catering events, including speaking with clients,
bookkeeping, event decorations, and hiring employees
CALIX; PETALUMA, CA - 2013
Manufacturer of telecommunications equipment and software (Internship) - Coordinated training programs and class schedule, including facilities allocation, equipment reservation, pre and post-class communication(s), invoicing, and on-site coordination.
Administer Learning Management System (LMS) daily activities included crediting customer training history, training evaluation administration, attendance, course catalog maintenance, learning management system maintenance testing, and reporting.
Communicated with customers to determine training needs, determined logistics requirements, and resolved billing issues.
Worked with sales team to coordinate and book training classes. Communicated training schedule and requirements to instructors.
Set-up virtual training classes, webinars, and meetings (WebEx and GoToMeeting/GoToWebinar).
Marketed available training opportunities to internal and external students and provide necessary information.
Maintained updated curriculum database and training records.
Customer Software Center – Staging, releasing, and archiving software to ensure correct versions were available to customers.
Other projects as assigned
Jewel city Diner; Glendale, ca 2008-2011
Manager- Hired as Assistant General Manager. Duties include weekly inventory and product ordering, crew schedules, coding, logging and sending weekly invoices, and P&L numbers. Exemplary facilitation of catered events and promotions ranging from parties of 15 to 300, including the Annual
Treelighting Ceremony. Received a score of 100% on multiple secret shop results.
blockbuster Video, Los angeles, ca 2005-2008
Shift Lead - Began as a Customer Service Representative but was later promoted to shift lead. Duties included daily deposit, monthly inventory, daily CAT count, cashier, product pull, and logging the weekly shipment. Also was in charge of the interior conversion of all the stores in the district.
Arclight Cinemas; Los Angeles, Ca 2003-2005
Crewmember - Initial duties included usher, film greeter, concession cashier, box office cashier, gift shop cashier, and telephone operator. Rapidly promoted to guest service desk, with duties expanding to include customer e-mail communications, weekly crew scheduling, telephone operator, shift coordinator, and event coordinator, as well as frequent correspondence with preferred clients.
EDUCATION
Sonoma State University - Master’s Program: Literary Criticism - In Progress
Sonoma State University - Single Subject Credential Program - Graduated: Spring 2013
Glendale Community College Graduated with an AA in Theatre Arts
select awards & accomplishments
Serv-Safe Certification, Certificate in Customer Service Excellence, First Place ranking for Forensics Tournament, Irene Ryan Award for theatre performance, scholarship to participate in Scotland’s Fringe Festival, 2006.
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