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Customer Service Social Media

Frederick, MD
May 12, 2020

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Michael Allen Jordan

**** ********** ***

Urbana, Maryland 2170



Highly personable Customer Service Professional with over 15 years of experience in account management, claims and sales processing and call center operations. I have strategic relationship/partnership-building skills and listen attentively, I solve problems creatively, and use tact and diplomacy to find common ground to achieve win-win outcomes


Program Specialist

Covance Inc. Gaithersburg, MD / December 2017 – August 2018

• Responsible for serving as customers primary point of contact

• Provided operational and reimbursement support to complex programs

• Executed prompt responses to patients and Healthcare providers

• Proactive and is comfortable taking the initiative, identifying barriers, and working with the

appropriate parties to eliminate obstructions for customers

• Researching all aspects and services provided on assigned programs

• Resolved complex issues using discretion when dealing with sensitive topics

Vice President of Operations

Jordan Mobile Service January 2007 - Present

Damascus, MD

• Specialized in Mobile device repair including laptops and all Apple products

• Provided device tutorials and recommendations

• Performed Software upgrades

• Unlocked devices for worldwide use

Reimbursement Counselor

The Lash Group December 2016 – January 2017

Gaithersburg, MD

• Executed extensive telecommunication work with patients afflicted with cystic fibrosis

• Verified medical and pharmacy benefits and provided assurance of new drugs for patients with cystic fibrosis

• Demonstrated accuracy and attention to detail while meeting deadlines

• Formulated new methods to attain monetary medical assistance for underprivileged patients

*Brief Tenure due to management determining added personnel was unnecessary*

Flextronics Inc. January 2009 – August 2014 Gaithersburg, MD

Customer Service Technician….Supervisor(3rd key)

Supervisor: Donnell Gilchrist 443-***-****

• Provided excellent and friendly customer service to all customers

• Resolved all technical issues and educated customers in a fast-paced environment

• Supervised and maintained an efficient work environment

• Inventory management, attendance tracking

• Conducted “one on one” work assessments and goal achievements

• Implemented company and personal goals.

• Responsible for administrative duties and maintenance for the facility

• Provided technical and administrative support to executive level positions

• Configured and implemented new strategies to increase team performance

• Consistently named a top ten employee of the month for the Northeast region

• Helped establish the number one Device Support Center for the Northeast region * Achieved several awards for outstanding attendance * Assisted in training new staff members * Exceeded goals set for the demographics in the Northeast region *


University of Maryland University College

Major: Business Management (Currently enrolled)

Montgomery College

Major: Mechanical Engineering

Colonel Zadok Magruder High School

High School Diploma


Experienced with Microsoft Office, Windows 7, Sharepoint, meeting planning, B2B sales, Account management, Social Media, Typing 50 wpm


Name Employer Title Phone

Scott Feldman Giuseppis Proprietor 301-***-****

William Usilton Mont. County Police Communications 301-***-****

Mark Matan Matan Inc. Principal 301-***-****

Bernard Kohan U.S. Park Police Officer 240-***-****

Additional Information:

What Michael Jordan can do for you? He WILL provide “A” level Customer Service to every customer. He will be prompt and reliable. He will always use proper judgement while engaging with clients. He will achieve a standard of excellence, while striving to make the company a stronger institution.

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