Jacquelyn Jordan Email and Phone Number

Supervise a team of 50-70 Technical and Customer Service Representatives to ensure Service Level Agreements (SLAs) and Key Performance Metrics are met.Support and develop staff to improve efficiency and performance of the team.Attend regular meetings with Service Delivery Manager, Project Managers and Client Advocates.Coach team members on effective use of process and procedures and conduct quality audits weekly.Maintain coaching logs and audits for documentation and reporting.Deliver key projects and initiatives to improve customer service and experience.Pro actively contribute ideas and give timely feedback to the Service Delivery Manager.Drive a positive and healthy working environment.Develop and maintain training manuals and ensure Technical and Customer Service Representatives are well trained.Ensure team is familiar with products and services, and be able to identify opportunities for phone call resolutions.

Designed, delivered and evaluated training programs for technical support agents that focusedon customer service, leadership, communication, supervision, time management, and problemsolving.Provided support to department managers in responding to personnel training issues. Developedhow-to guides for managers on various contact center issues.Recruited, interviewed, and hired new agents.Supervised and trained up to 15 new technical support agents per class during training period.Provided all feedback and evaluations during 90 day probationary training period.Coordinated all on-the-job training after instructor led classroom training ended.Assisted in developing employee mentoring program.Ensured adherence to client SOP processes.Developed client's call flow scripts and knowledge base articles.Systems used: MS Office / Outlook / Oracle / Variety of internet based systems / PowerPoint /Internet/ 10 key experience