Jordan Duerner Email & Phone Number

Minneapolis, Mn, Us

Bloomington, Minnesota, United States

Bloomington, Mn

Senior Program Coordinator (Senior Customer Service Operations Support Administrator) – August 2016 to present Handling incident reports for approximately 110 clients to ensure quality of customer satisfaction and uphold testing policies. Supporting Program Management to ensure investigations are complete and accurately report findings to our clients. such as candidate issues, misconducts, and technical investigations. Communicating with various departments via email, IM, phone calls, and meetings to ensure accountability and understanding key roles. Managing daily tasks across teams to ensure KPI goals are met. Providing phone support for testing centers and contact center agents. Supporting teams on daily tasks and assisting with inquiries for programs inside and outside of my clientel. Handling candidate escalations; processing and providing the correct information to assist with their experience and/or complaints. Conflict management. Verifying quality and accuracy of the processes and policies testing centers and agents use to ensure standards are met. Exceptional multi-tasking capabilities. Working knowledge of computer systems, exam drivers, technical specifications, registration and testing windows, client authorizations, client specific requirements, program management support, reporting, combining multiple Pearson VUE systems (Registration Manager, Candidate Manager, Finance Manager, ServiceDirect via Salesforce.com) for resolution management.

Bloomington, Mn

Bloomington, Mn

 Providing excellent customer service to candidates via online chats, phones, and emails. Maintaining high-quality call and chat support. Providing correct exam and policy information to test takers. Updating and maintaining project information and providing assistance to fellow co-workers.