Open to opportunities

Jordan Daames

@jordandaames

I resolve high-priority customer escalations and improve operational workflows through data-driven, customer-first action.

South Africa

Message

What I'm looking for

I'm looking for a customer-first operations role where I can resolve complex escalations, improve service workflows, track KPIs, and use my IT troubleshooting skills to protect client trust.

At Telus Digital, I own the resolution of massive, high-priority customer escalations, retaining critical corporate accounts through decisive action.

I serve as the primary contact for severe operational grievances, restoring client trust with clear, tailored solutions. I analyze systemic dispute data to introduce long-term workflow improvements.

Previously, I progressed from Customer Representative to Manager at Teleperformance SA, where I managed retail-sector workflows, monitored KPIs, resolved executive-level escalations, and built employee training frameworks.

My background also includes high-volume customer service at Dash BPO and IT infrastructure, network, hardware, and software support at Innov8ive Software Solutions.

Experience

Work history, roles, and key accomplishments

Current

Operations & Escalation Specialist

Current

Telus Digital

Jun 2025 - Present (1 year 4 months)

Owned resolution of high-priority customer escalations, retaining critical corporate accounts. Acted as primary contact for severe operational grievances, restoring client trust and driving long-term operational improvements.

Escalation Management Customer Retention Data Analysis operational improvements Cross Functional Collaboration IT troubleshooting

Call Centre Agent

Dash BPO

Jan 2025 - Jun 2025 (5 months)

Met daily inbound and outbound targets in high-volume, target-driven environments. Handled complex client inquiries with speed and professional etiquette, utilizing CRM software for data integrity.

CRM Data Integrity Customer Service Communication Skills Target achievement

Manager (Retail Sector)

Teleperformance SA

Mar 2024 - Dec 2024 (9 months)

Promoted rapidly from Customer Representative to Manager. Managed daily operational workflows for a large team, monitored agent KPIs, resolved executive-level escalations, and designed training frameworks.

Team Management KPI Monitoring Escalation Management Training and Development Operational Workflows Leadership