Customer Service Administrative Support

Cassandra M. Jordan

* ********* ** • Beaufort, SC • 718-***-**** • **********@*****.***

Professional Summary

Dedicated and seasoned customer-focused professional with extensive experience in customer service, account management, and remote support. Proven ability to foster strong client relationships, resolve issues efficiently, and enhance customer satisfaction. Highly skilled in CRM software, process optimization, and team leadership. Adept at working in remote environments with excellent communication and problem-solving abilities.

Professional Experience

Cellular Sales / VZW – Remote

Account Manager

2023 – Present

● Develop and maintain strong relationships with customers to ensure long-term satisfaction.

● Assist clients in selecting products/services tailored to their needs while ensuring timely deliveries.

● Analyze key account metrics and identify opportunities for growth and customer retention.

● Stay updated on industry trends, products, and competitor activities to provide top-tier service.

● Resolve customer concerns and inquiries effectively in a remote setting. RCS – Floral Park, NY

Administrative Support Specialist

2022 – 2023

● Provided administrative support, including data entry, transaction processing, and report generation.

● Managed accounts, identified discrepancies, and handled billing inquiries.

● Communicated with clients via email and phone to address payment concerns and maintain compliance with HIPAA regulations.

Maison Oz – Remote

Customer Success Manager

2020 – 2022

● Managed client accounts and improved retention through proactive engagement and support.

● Utilized Salesforce CRM to track sales, monitor customer interactions, and optimize workflows.

● Developed and implemented customer relationship marketing strategies to boost brand awareness and increase revenue.

● Served as the primary contact for vendors, clients, and creative teams, ensuring seamless coordination.

fab&GO – Garden City, NY

Customer Support / CRM Manager

2014 – 2020

● Enhanced customer satisfaction by 95% within the first six months through process improvements and team training.

● Led a team of 12 support agents to streamline customer service operations.

● Responded to and resolved over 250 customer inquiries daily via phone and email.

● Maintained detailed logs of customer interactions using CRM tools for performance tracking. Education

Technical College of the Lowcountry – Beaufort, SC Hospitality & Tourism / Hotel Management, 2012

Additional Coursework: Marketing & Communication Studies Skills & Certifications

● Customer Service & Success: Customer Relationship Management (CRM), Client Retention, Sales & Upselling, Conflict Resolution

● Technical Proficiency: Trello, Salesforce, Kintone, HubSpot CRM, HighLevel CRM, Apptivo CRM, Microsoft Office, Zendesk

● Remote Work Skills: Time Management, Virtual Communication, Self-Motivation, Process Optimization

● Certifications: Certified Support Specialist (CSS), Customer Service Management Certification

(CSMC - in progress)

● Languages: English (Fluent), French/Creole (Conversational) Volunteer Experience

● The Campaign Against Hunger – Led successful food drives, distributing over 500 bags of supplies to families in need.

● Metro World Child – Assisted in packing and distributing food to at-risk youth.

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