Jordan Martinson
Saint Paul
Summary
Dynamic Customer Support Team Lead at Bremer Bank with a proven track record in team management and problem-solving. Enhanced customer satisfaction through effective communication and streamlined processes, achieving significant improvements in team efficiency. Skilled in training and mentoring, fostering a culture of continuous learning and collaboration across departments.
Overview
9
9
years of professional experience
Work History
Customer Support Team Lead
Bremer Bank
06.2020 - Current
- Assisted team in resolving customer inquiries effectively and efficiently.
- Learned company policies and procedures to provide accurate support to customers.
- Coordinated with team members to streamline workflow processes and enhance service delivery.
- Documented customer interactions for quality assurance and future reference.
- Adapted quickly to new tools and systems for managing customer requests.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Mentored new hires for seamless integration into the customer support team.
- Fostered a culture of continuous learning by sharing best practices across the team regularly.
Customer Support Specialist
Bremer Bank
07.2019 - 06.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to address complex customer issues efficiently.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Front End Manager
Menards
06.2016 - 03.2019
- Led front-end team in delivering exceptional customer service and enhancing store experience.
- Implemented training programs to improve staff performance and product knowledge.
- Mentored junior staff, fostering a culture of continuous improvement and accountability.
- Managed scheduling and staffing to ensure optimal coverage during peak business hours.
- Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
- Monitored cash drawers in 20 checkout stations to verify adequate cash supply.
- Oversaw cashier operations, bookkeeping, and security.
- Evaluated employee performance and made recommendations for improvements.
Education
High School Diploma -
Mahtomedi High School
Mahtomedi, MNSkills
- Team management
- Escalation handling
- Policy enforcement
- Feedback delivery
- Training and mentoring
- Training and coaching
- Schedule management
- Team building
- Inter-department collaboration
- Problem-solving
- Attention to detail
- Effective communication
- Verbal and written communication
Timeline
Customer Support Team Lead
Bremer Bank
06.2020 - Current
Customer Support Specialist
Bremer Bank
07.2019 - 06.2020
Front End Manager
Menards
06.2016 - 03.2019
High School Diploma -
Mahtomedi High School
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