Jordan Smith
Cannock
Summary
Forward‑thinking Incident Manager with expertise in leading emergency responses, guiding customers through stressful situations, and driving cross‑team collaboration to achieve swift, compliant resolutions. Known for strong judgement, exceptional attention to detail, and a proven track record of meeting SLAs, reducing disruption, and maintaining high customer satisfaction. Committed to continuous improvement, effective communication, and delivering service excellence in fast‑paced, time‑critical environments.
Overview
4
4
years of professional experience
Work History
Incident Manager
CET
09.2025 - Current
- CET Manage home emergency incidents from first notification through to successful resolution.
- Coordinate approved contractors and third-party providers to minimise customer disruption and property damage.
- Monitor service level agreements (SLAs) to ensure compliance with company standards and response targets.
- Act as the primary point of contact for customers, providing clear updates and reassurance throughout incidents
- Achieve and maintain a 100% auditory record throughout.
Online Assistant
Sainsburys Supermarket LTD
12.2022 - 09.2025
- Assisted the department in consistently achieving KPIs and maintaining performance among the top-performing Sainsbury’s online stores in the UK.
- Coordinated daily operations of high-performing online department in fast-paced retail environment, contributing to overall team success.
- Resolved customer issues related to delayed or missed deliveries, enhancing customer satisfaction and retention.
- Covered management responsibilities during late shifts, meeting operational targets and maintaining service standards.
Education
BA - Filmmaking
MetFilm
Birmingham01-2026
Skills
- Incident response
- Data evaluation proficiency
- Customer support expertise
- Email administration
- Timeliness in task execution
- Meticulous attention to detail
- Decisive judgment skills
- Leadership in team settings
- Time management
- Confidentiality comprehension
- Effective incident resolution strategies
- Service level compliance knowledge
- Escalation process management
- Solution-oriented problem solving
Timeline
Incident Manager
CET
09.2025 - Current
Online Assistant
Sainsburys Supermarket LTD
12.2022 - 09.2025
BA - Filmmaking
MetFilm