Jordan Johnson Email & Phone Number

Remote

Austin, Texas, United States

Austin, Texas, United States

During Jordan’s tenure at GC Services LP, she has become fluent in both Inbound and Outbound lines of business. Working within various campaigns, she has a vast knowledge of both credit card and automotive finance accounts. Among these campaigns are Capital One Auto Finance, Capital One Financial, and Toyota Financial Services. Starting at an account representative, Jordan received several promotions with GC Services, moving first to a Team Lead, managing up to 10 account representatives. After a year received a promotion to a Unit Manager, with oversight of up to 15 account representatives, and then was promoted to an Assistant Project Manager/Operations Manager with oversight of up to 12 Unit Managers each responsible for up to 15 account representatives.The current role as Assistant Project Manager/Operations Manager involves, but is not limited to, the following: -Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.-Establish a high standard for productivity, quality, customer service as well as define user guidelines.-Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.-Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.-Summarize, collect and analyze call center trends and data for regular performance reports.-Oversee system maintenance and upgrade implementation. Call for repairs and trouble shooting as needed.-Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.