Open to opportunities

Loba Jordan

@lobajordan

Message

French-speaking technical support specialist with strong IT service desk and incident management.

Philippines

Message

What I'm looking for

I seek a collaborative, customer-focused IT support role where I can resolve technical issues, improve processes, and grow in service management.

I am a French-speaking technical support specialist with extensive experience in service desk operations, incident management, and vendor coordination across retail and consumer-product environments. I consistently meet SLAs by diagnosing and resolving hardware, software, and network issues, managing RMAs, and executing configuration changes for point-of-sale and enterprise systems.

I have delivered technical support and quality-management improvements for global clients, led change and control-design initiatives, and supported onboarding/offboarding and MFA/SSO implementations. I work collaboratively with stakeholders and vendors to improve processes, reduce recurrence of incidents, and maintain clear customer communication.

Experience

Work history, roles, and key accomplishments

Current

French Service Desk Support

Current

Stefanini

Dec 2024 - Present (1 year 1 month)

Provide 2nd/3rd-level French IT service desk support for Sephora retail stores, logging and resolving incidents across POS, peripherals and corporate apps while coordinating vendors and meeting SLAs.

ServiceNow Incident Management Okta Active Directory MFA

French Technical Support Advisor

Concentrix

Mar 2020 - Nov 2024 (4 years 8 months)

Delivered French technical and service desk support for GoPro customers and internal users, handling incidents, RMAs and onboarding while escalating complex issues and maintaining SLAs.

Salesforce ITSM Customer Support Inventory Management Escalation Management

French Customer Care Specialist

CxLoyalty

Apr 2017 - Feb 2020 (2 years 10 months)

Provided French e-commerce customer service and served as Quality Management Analyst, driving process controls, quality improvement plans and targeted coaching to improve contact center performance.

Quality Management Process Improvement Coaching Data Analysis Customer Service Change Management Reporting

Account Manager (French Bilingual)

Schneider Electric

Jul 2014 - Apr 2017 (2 years 9 months)

Managed B2B French accounts, maintained CRM data in Salesforce, coordinated partner sales activities and RFQs, and supported dealers with quotes, orders and field service coordination to drive revenue.

Salesforce B2B Sales Account Management RFQ Quoting Order Management