Customer Service Account Executive

ALFREDA JORDAN

Chicago, Illinois *****

773-***-**** linkedin.com/in/alfreda-jordan-00b47159 ***************@*****.***

Virtual Customer Account Executive

Operations Specialist Team Leader Trainer Employee Engagement

Proficiency in customer service operations and process improvement. Demonstrated success providing rapid and client-focused technical support to 200+ users.

Demonstrate capacity to identify root causes and direct users to lasting resolutions by research, review & analyzing the effectiveness and efficiency of current processes and systems.

Possess the skill to creatively solve problems and propose solutions with minimal direction.

Outstanding Interpersonal Skills displayed through numerous detailed opportunities within the organization.

SKILLS

Troubleshooting & Issue Resolution

Problem Solver

Rapid Ticket Response Times

End – User Training & Support

Root Cause Analysis

Client Relationship Management

Strong Technical Skills

Detailed Documentation

Customer Service Experience

PROGRESSIVE EXPERIENCE

COMCAST CABLE Chicago, IL

Virtual Customer Account Executive 2005 - Present

Respond to customer service requests and expeditiously to resolve trouble tickets to maximize system uptime.

Deploy New Workstations and printers, installing operating systems, applications, and driver, and configuring network opportunities and hardware.

Outperformed peers by maintaining outstanding record of technical support service resolving more than 95% of all trouble tickets without escalation.

Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce/ eliminate tension or conflict.

North American Life & Health Insurance Company 1984-2003

Produced workflow reports, audit and assigned to special projects by a manager. Recreated a team environment and assisted in motivating others to work cohesively as a team.

Reduced user callback rate over 40% through accurate assessment of root causes of technical issues and consistent implementation of appropriate solutions.

Recognized for leadership abilities and recommended for management training positions

CASH ADMINISTRATION / PURCHASING (Detail Assignment)

Assisted subordinates and supervisors in identifying / resolving problems. Perform audits on contracts, orders and vouchers. Prepare reports to substantiate individual transactions prior to settlements.

RECORDS MANAGEMENT / IMAGE (DETAILED ASSIGNMENT)

Conferred with supervisory personnel to compile suggestions for record keeping improvements. Also, devised a timetable for transfer of records to inactive & archival storage via microfiche.

Devise timetable for the transfer of active records to inactive and reduction and deletion of obsolete and outdated records.

Payroll Support, Liaison between employee and payroll dept. addressing payroll concerns.

EDUCATION, CERTIFICATION, TRAINING

Chicago State University, 1981 Chicago, IL, Completed Credit hours

Olivet Harvey College 1977-1980 Chicago, IL, Completed Credit hours

People Gas 1975- 1977 Chicago, IL College Prep with focus on Business Management

Aquinas Dominican High School, 1972-1976 Chicago, IL Diploma

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