Customer Service Call Center

John Michael Jordan

Alpharetta, GA ***** ***********@*****.***

404-***-**** www.linkedin.com/in/john-jordan-a0463112

DEDICATED CUSTOMER SALES LEADER

Experienced professional with a proven track record in developing new business opportunities, cultivating client relationships, and driving revenue growth. Skilled in market analysis, strategic planning, and effective communication.

KNOWLEDGE, SKILLS & ABILITIES

• Strong rapport-building abilities • Problem solving skills • Project management coordination • Well organized, professional, committed to excellence

WORK EXPERIENCE

Advantage Solutions, Atlanta, GA

Business Development Representative – Anheuser-Busch 2022 to 2024

Responsible for selling Beyond Beer products & programs to the assigned account base.

Successfully meet and exceed monthly sales goals and qualifiers every month.

Responsible for increasing distribution, PODs, and volume with assigned On/Off premise customers.

Improves sales and distribution with customers by building displays, improve PODs making them more shoppable, resetting coolers, utilizing POS items, providing retail employees brand training, hand selling, sampling, and developing win/win relationships.

Delta Dental Insurance Company, Atlanta, GA 2018 to 2020

Supervisor-Enterprise Operations

Responsible for providing supervisory support and leadership to contact center staff ensuring the efficient, accurate and timely handling of inquiries from all sources through all channels.

Manage the day-to-day operations of a high volume established call center by the supervision, coaching, and mentoring for customer service representatives and the escalation team leads.

Successfully managed employee performance by exceeding company metrics within time and budgetary commitments.

The Coca Cola Company, Atlanta, GA 2001 to 2018 Team Manager-Industry & Consumer Affairs

Responsible for managing performance of a Consumer Communication Call Center Operation providing leadership to team and peers and developing departments capabilities.

Responsible for the managerial implementation in all aspects of customer service, including daily handling of customer contacts, escalations, and SLA contractual obligations.

Monitor performance, identify trends, and enforce departmental policies, procedures, and goals.

Conduct effective performance appraisals of direct reports, roundtable, and one-on-one feedback sessions, provide employee leadership, direction, coaching, and ensure all department and company policies procedures are followed.

Resolve quality-related issues with Company products or packages by reassuring, educating, and addressing consumers inquires.

Manage budget and fiscal responsibilities including operating and productivity objectives.

Build and develop relationships with peers and others to exchange feedback on product/service issues, identify and solve problems, assess needs, and achieve business results.

Centralized Business Manager 2001 to 2004

Account Sales Executive responsible for managing customer account base driving customer retention and account growth.

•Manage new business lead process and develop relationships with distributors for new and competitive customers to Coca-Cola products and services.

•Serve as the assigned customer’s primary point of contact for Coca-Cola and Minute Maid products and services.

•Developed business relationships with key buying influences to implement strategic business plans.

•Account Manager for the Subway Account Team managing the opening of new outlets to support account growth.

ADDITIONAL RELEVANT EXPERIENCE

The Coca Cola Company, Atlanta, GA

Chain and National Account Coordinator, Contract Food Services

Area Installation Coordinator/Project Installation Manager

Customer Service Representative

EDUCATION

Bachelor of Business, State University of West Georgia, Carrollton, Georgia

Administration, Major: Marketing

RELEVANT TRAINING & CERTIFICATIONS

Cicerone Certification Level 1 & 2

Fine Vintage Certification

Excel level II/Word advanced/PowerPoint Lotus Notes/Microsoft Outlook/Access Database/Siebel/CMS/TCS Operating systems

Sales Force Management/SAP/iDIG/VIP Karma/ABMarketing/Power BI

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