Jordan Edwards

Performance Highlights

• Consistently exceed daily ticket closure targets (16–22 per day vs target of 16).
• Lead the desk in customer satisfaction surveys and quality feedback.
• Maintain strong first-response times and consistently meet SLA targets.
• Recognized for proactive, direct problem-solving, often resolving issues faster than traditional email chains by engaging users directly via call or Teams.

Service Delivery & Process Improvements

• Investigated and resolved complex customer issues, liaising directly with customers and producing accurate, clear documentation to prevent repeat problems.
• Developed internal guides, workflows, and protocols to standardize processes and improve team efficiency.
• Streamlined recurring support tasks such as system updates, user access, and communications to reduce ticket volume and improve response times.

Team & Mentorship Contributions

• Key mentor and buddy for new staff, providing training, shadowing, and ongoing guidance.
• Participate in recruitment by contributing to interviews and candidate assessment.
• Act as a dependable resource for colleagues, sharing knowledge and offering rapid advice on complex or unusual issues.

• Provided technical support across hardware, software, and network issues.
• Managed tickets efficiently to SLA standards while maintaining clear communication.
• Assisted colleagues through knowledge sharing and workflow improvements.

• Provided high-quality customer service, managed queries, and ensured smooth daily operations.

• Delivered consistent customer service, led operations, and trained new staff.
• Developed strong problem-solving, communication, and leadership skills, forming the foundation for technical and service delivery roles.
• Worked as relief staff, filling gaps where required and adapting quickly to new environments.