Dexter Jordan

Managed administrative and HR operations for 200+ insurance sales agents, including supply tracking, travel and expense reporting, budgeting, and technical support. Partnered with stakeholders to implement workforce management strategies and used HRIS to process position changes.

Managed an inbound pipeline of 50-100 calls per day to resolve member inquiries for a leading health insurance company, serving government and federal sector members. Analyzed KPIs such as average handle time and customer satisfaction, and ensured HIPAA compliance.

Managed a pipeline of 100-200 inbound calls daily within the estates department, providing guidance to family members and legal representatives on asset acquisition for deceased customers. Collaborated with branch leadership and trained employees on empathetic customer service and conflict resolution.

Serviced 30 customers' accounts daily at a leading financial institution. Promoted to the Ally Async message team within six months and achieved over 90% CSAT scores.

Managed front desk operations in a fast-paced hotel environment, including guest registration, phone calls, and payment processing. Served as primary point of contact for customer service issues and trained new hires.

Completed a three-month IT Support Technician certification program covering hardware, software, networking, security, and operational procedures.

Completed general studies and sociology coursework toward an Associate of Liberal Arts degree.