Jordan Crothers
Hamilton,QLD
Summary
I feel I would be a valuable employee to your company due to my commitment to customer satisfaction. I have extensive sales, administrative and customer service experience coupled with a strong desire to leave the customer feeling empowered and comfortable to recommend and return. I am a firm believer in FPR – First point resolution. Fix the problem wherever possible without creating a backlog and delivering the best possible result for the client.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
COVERMORE INSURANCE
10.2023 - Current
- Providing general advice and confirming terms and conditions with customers along with issuing policies.
- Working within RG146 guidelines
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
Contact Centre Agent
I-MED Radioilogy
07.2022 - 10.2023
- First point of contact for patients and doctors regarding either making appointments, follow ups, complaint/first point resolution or relevant reporting.
- Confirming Medicare eligibility and other billing options for patients along whilst delivering high-quality customer care.
- Exceeding KPIs 80+ calls/shift while working across 4 different states with their own billing and booking rules.
- Call quality coaching and auditing, floor support agent for staff queries regarding booking protocol.
Tele-Fundrasing
Pareto
01.2021 - 01.2022
- Developed and maintained courteous and effective working relationships with clients.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working to meet sales targets in a fast-paced and challenging environment.
Retail Manager
Aldi, Vodafone, AMT Group
01.2014 - 01.2021
- Rostering, training staff, improving shift plans and processes, stock take and inventory controls.
- Ensuring all goals were met each day be it a plan for sales, running stock or providing feedback to upper management regarding streamlining current processes and current staff dynamics.
- Charting sustainable sales growth through implementing CS KPIs with strong focusing on closing and after sales care.
Education
Registered Nurse -
Aspire
Brisbane, QLD10.2014
High School Diploma -
MSHS
Sunshine Coast12.2007
Skills
- Exceptional written and verbal communication skills Able to perform and deliver results as part of a team or working individually
- All Windows and Microsoft office software, intermediate tech trouble shooting be it software or hardware Typing 70 WPM
- Superb customer service skills be it managing expectations, closing sales or providing extra support I will always go the extra mile
- Conflict resolution and first point resolution
- Appointment scheduling
- CRM Software
- Medical terminology knowledge
- Staff Training
- Administrative Support
Systems
- Windows/Mac
- Microsoft Office suite
- Visage
- Comrad
- Genesys Cloud
- Base level C++ code
- CRM
- Salesforce rostering
Leadership Experience
Providing Support in my previous role for the newer agents while assisting on call audits and coaching in other roles. Management, Staff training plans, goal settings and ensuring staff have the relevant skills and outlook to be successful and deliver KPIs.
Timeline
Customer Service Representative
COVERMORE INSURANCE
10.2023 - Current
Contact Centre Agent
I-MED Radioilogy
07.2022 - 10.2023
Tele-Fundrasing
Pareto
01.2021 - 01.2022
Retail Manager
Aldi, Vodafone, AMT Group
01.2014 - 01.2021
Registered Nurse -
Aspire
High School Diploma -
MSHS
Similar Profiles
Shannon LofdahlShannon Lofdahl
President and CEO at Travelex Insurance Services, Inc./ CoverMore Group North AmericaPresident and CEO at Travelex Insurance Services, Inc./ CoverMore Group North America
Jaime RobertsJaime Roberts
Operational Risk Manager, ANZ at Zurich CoverMoreOperational Risk Manager, ANZ at Zurich CoverMore
Venessa LualVenessa Lual
Claims Manager at CovermoreClaims Manager at Covermore
EMILY WHITEEMILY WHITE
Registered Nurse, NICU/Special Care Nursery Staff Nurse at Queensland HealthRegistered Nurse, NICU/Special Care Nursery Staff Nurse at Queensland Health
Ip WongIp Wong
Carpenter at McNab ConstructionCarpenter at McNab Construction