Jordan Phillip

As a personable and highly reliable professional with more than ten years’ experience in providing top-quality customer service in several high-volume hospitality and Customer service environments, I am confident I have what it takes to become a positive contributor to any team. I am confident, outgoing, and have strong leadership skills.

Client Interaction Coordinator                                                                                                                   January 2019 - January 2022

Morneau Shepell, Toronto ON

• Handled attendance support calls and accurately reported all absences using in-house applications
• Handled Health, Safety & Risk calls and took care of follow-up activities as required
• Answered all incoming referral calls from clients and completed referral intake as required
• Referred callers to other resources as appropriate
• Operated Kofax system to attach incoming medical documents to claims
• Completed other intake activities in between phone calls
• Communicated with different departments within Morneau Shepell via phone and email
• Worked with the team to ensure that all responsibilities were completed according to service-level agreements
• Met established productivity objectives
• Adhered to scheduled shift times which may have included evenings, weekends, and stat holidays
• Assisted other Client Services teams as required

Customer service                                                                                                                                         July 2017- April 2018                                                                                                 

Rogers communications, Toronto ON

High-paced call center environment with one of Canada’s most recognized telecommunications companies. 

• Connected and built rapport with a variety of customers by actively listening to our customers, asking the right questions, and offering solutions (products and services) that cater to customers’ needs
• Delivered reliable solutions regarding their wireless products with a sense of urgency and sound judgment
• Drive the sale of Rogers’s products and services by consistently meeting/exceeding individual sales targets
• Give detailed billing explanations and accepted payment for outstanding balances. 
• Provided general tech support, such as account password resets and instructions for device usage 

Customer Service                                                                                                                                         October 2016- May 2017

Capital One Bank, Toronto ON (Contract)

Resourceful Call Centre Representative who consistently meets and exceeds productivity, with a proven capacity to troubleshoot and resolve issues quickly while maintaining a high level of customer service and professionalism.

• Contacted a high volume of customers to inform them of products and services being offered 
• Sold products by informing customers about our latest promotions
• Effectively dealt with customer complaints in a positive manner
• Verified customer information and updated accounts 
• Discussed customer concerns and resolved them before they escalated 
• Provided clear and detailed information about the product to the customer 
• Established trusting relationships with customers resulting in repeat business 
• Handled a high volume of customer calls and responded to inquiries using the Meridian phone system
• Interviewed Clients over the phone to assess their needs and determine the service required
• Responded to customer inquiries regarding accounts and additional services
• Accurately entered and retrieved confidential customer information in a database system 

Concierge

Paragon Security, Toronto ON                                                                                                                    May 2013- December 2015                                                                      

Provided Customer Service to Luxury Condominiums and Administrative duties for commercial Real Estate

• Managed residents' requests and aided all visitors. 
• Coordinated amenities booking and moving schedules.
• Answered Phone calls in an appropriate manner.
• Recorded residents’ complaints and occurrences.
• Watched for and reported irregularities, such as fire hazards, leaking water pipes and security doors left unlocked; sounded alarm during fire outbreak and the presence of unauthorized persons.
• Informed and warned violators of rule infractions, such as loitering, smoking, or carrying forbidden articles.

Cashier/Front of House 

Licks Homemade Burgers, Parry Sound ON                                                                                           July 2011-September 2015

Provided exceptional customer service while practicing safe food handling and operating the point-of-sale system

• Provided food orders in an accurate, efficient, and timely manner
• Estimated food consumption, placed orders with suppliers, and scheduled delivery of fresh food and beverages
• Resolve customer complaints about food quality or service.
• Directed cleaning of kitchen and dining areas to maintain sanitation standards and kept appropriate records.
• Used computer software to monitor inventory, track staff schedules and pay, and performed other record-keeping tasks.
• Checked the quality of deliveries of fresh food and baked goods.
• Met with sales representatives to order supplies such as tableware, cooking utensils, and cleaning items.
• Totaled receipts and balance against sales, deposit receipts, and locked facility at the end of the day.

Cashier                                                                                                                                                                        2011-2013

Tim Hortons Yorkdale Café, Toronto ON

Brought on board with one of the City of Toronto’s highest volume Tim Horton’s locations in a frontline customer service role to manage a heavy workload, worked closely with colleagues to ensure the seamless flow of day-to-day operations all while employing exceptional professionalism, courtesy, and tact to provide the highest quality customer experience 

• Maintained a personable, friendly demeanor in greeting customers, fielding orders and requests, and processing cash transactions, while relying on strong communication and problem-solving skills to guarantee customer satisfaction. 
• Upheld high standards of workplace and equipment sanitation, ensuring a consistently clean and inviting customer service environment.
• Handled customer complaints with tact and sensitivity while escalating issues to management as necessary. 
• Collaborated closely with colleagues to manage multiple concurrent priorities within a high-traffic location, earning significant positive feedback from management along with a reputation as a go-to resource to fill scheduling gaps. 
• Applied sharp attention to detail in processing cash, debit, and credit transactions and issuing receipts, while going “above and beyond” to provide an enjoyable experience for patrons with disabilities or special needs. 

EDUCATION & PROFESSIONAL DEVELOPMENT 

Ontario Secondary School Diploma (2008) Notre Dame Catholic Secondary School, Ajax ON                                                                     

Professional workplace skills certificate (2009) Word of Truth Employment and Skills Training Centre, Pickering On

Food and Safety handlers Licence (2014) Dine Safe, Toronto On

Flight Services Program (2022) Seneca College of Applied Arts and Technology