Open to opportunities

Jourdan Bruner

@jourdanbruner

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Experienced customer service professional with a focus on coaching.

United States

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What I'm looking for

I am looking for a role that allows me to leverage my coaching skills while contributing to a positive team culture and enhancing customer experiences.

My name is Jourdan Jenkins, and I am a dedicated customer service professional with over 4 years of experience in call center operations. I have a proven track record as a top performer, recognized for my ability to mentor and coach new hire agents, ensuring they provide exceptional service to our customers. My role as a Transitional Coach at Wells Fargo has allowed me to leverage my skills in training and development, guiding new hires through their onboarding process and helping them achieve their goals.

Throughout my career, I have honed my skills in communication, relationship management, and problem-solving. My experience at CVS Caremark and Wells Fargo has equipped me with the ability to effectively engage with stakeholders at all levels, resolve complex issues, and enhance the overall customer experience. I am passionate about fostering a positive work environment and driving efficiency through effective coaching and mentoring.

Experience

Work history, roles, and key accomplishments

Current

Fraud & Claims Ops Spec, Transition Coach

Current

Wells Fargo

Jul 2023 - Present (1 year 11 months)

Liaised with leadership to provide updates on new hire needs and initial skill guidance through tactical facilitation. Trained and developed agents in the new hire classroom and through on-the-job training, guiding them through daily activities to upskill.

Training Development Coaching Mentoring Customer Service Quality Control Team Building Virtual Leadership

Fraud & Claims Ops Spec

Wells Fargo

Jul 2022 - Jul 2023 (1 year)

Supported fraud and claims by identifying opportunities to improve customer experience and mitigate risks through effective authentication. Mitigated risk by identifying potential fraud transactions and taking appropriate action to prevent loss with customers.

Fraud Detection Risk Mitigation Authentication Debit Card Processes

Customer Service Rep II, Operations

CVS Caremark Medicare

Nov 2019 - Jul 2022 (2 years 8 months)

Leveraged communication, relationship management, influence, and negotiation skills to engage partners and stakeholders effectively. Answered inquiries by clarifying desired information, researching, locating, and providing information.

Communication Relationship Management Negotiation Problem Solving Customer Service Research

Customer Service Rep – Leaner Advocate

MMC/Conduent TxTag Toll

Jan 2017 - Jun 2017 (5 months)

Demonstrated the ability to learn quickly and effectively apply knowledge while supporting a productive work environment. De-escalated situations with proper knowledge to assist customers and helped other employees manage inbound calls.

Customer Service Conflict Resolution Communication Problem Solving Team Collaboration Call Center Operations