Brianna Jordan Email & Phone Number

Tampa, Florida, United States

*Mid-Year Promotion*-Will add more responsibilities overtime-• Reports and submits call logs, product issues encountered and other reporting• Experienced in getting HAR Logs, Kibana and Empirix• Works together with Support Tier 3 and Tier 3 Contact Center to resolve technical issues.• Works on other task that are given by management. Example: Cover coworkers’ workload when they areout of office, create documents, take notes and give feedback to new hires who need it• Trained and mentored new hires• Manages and maintains accurate timing on all cases• Handles transferred calls / cases from Tier 1 Support• Provides highly technical and sophisticated troubleshooting skills to resolve a customer concern• Conduct Callbacks to follow up with a customer or provide further information to get the case resolved• Assisted with Case Push• Created cases and troubleshoot issues ranging in complexity• Worked escalations that were sent down from Management• Submitted cases via Inteliquent, Bandwidth, TelCo Ops etc.• In-depth training for UC Office• Trained in the basics of Contact Center

Denver, Colorado, United States

• Reports and submits call logs, product issues encountered and other reporting• Experienced in getting HAR Logs, Kibana and Empirix• Works together with Support Tier 3 and Tier 3 Contact Center to resolve technical issues.• Works on other task that are given by management. Example: Cover coworkers’ workload when they areout of office, create documents, take notes and give feedback to new hires who need it• Trained and mentored new hires• Manages and maintains accurate timing on all cases• Handles transferred calls / cases from Tier 1 Support• Provides highly technical and sophisticated troubleshooting skills to resolve a customer concern• Conduct Callbacks to follow up with a customer or provide further information to get the case resolved• Assisted with Case Push• Created cases and troubleshoot issues ranging in complexity• Worked escalations that were sent down from Management• Submitted cases via Inteliquent, Bandwidth, TelCo Ops etc.• In-depth training for UC Office• Trained in the basics of Contact Center

Denver, Colorado, United States

• 2+ years as a PS Engineer I• Responsible for setup of RingCentral systems, applications, and process designs for client’s businesssolutions• Handle UC accounts up to 5000 DLs• Walk customers through what is needed to set up their RingCentral account and how to provide the neededinformation• Determine the causes of client pain-points and eliminate them where they hide.• Identify risks throughout engagement• Have a detailed understanding of the features and capabilities of the system, as well as be able to articulatethese to a customer in a way that makes sense to them.• Stay in constant contact with the customer to schedule research and design sessions• Keep up to date with all professional services engagements: ensuring all appointments are scheduled, anyquestions that come up during the initial set up are answered and keeping detailed notes of what hashappened throughout the entire process.• Actively and consistently engaged in team communication• Scheduling & Organization skills are required• MS office, Lucidchart/Visio, Google docs knowledge• Meeting the timelines set by the customer and project manager for deliverables, while also handling lastminute requests and escalations that require immediate attention.• Enterprise account exposure

Denver, Colorado, United States

• Responsible for keeping the General Manager apprised of issues and/or problems that may affect ouremployees or our members/guests.• Checking the Clinic email daily and responding appropriately.• Assist with Operational Standards Reviews preparation as needed.• Manage and adhere Cancellation, Freeze & Freeze Plus process using approved tracking tools.• Initiate and complete new member transfer calls by validating information, updating credit cards andwelcoming the new member to the clinic.• Responsible for the overall management of the collections process to include ensuring the appropriateletters are being sent in a timely manner and accounts are being submitted and managed in TransWorldCollections as needed.• Initiate Membership Credit Cards about to expire and Membership about to unfreeze calls.• Waive EFT Payments.• Responsible for making bank deposits.• Responsible for scanning and mailing all bills and invoices to the appropriate parties.• Responsible for ordering clinic supplies.