Jord Cooke

Full CV / Resume

Jordan Cooke
41 Oldwood Road, Wythenshawe, Manchester M23 2ZD
: 07780950049 DOB: 02/11/1993 E-mail:



Personal Profile

Having been part of the team at Virgin Media for over 3 years, I have shown myself to be a standout, hardworking individual. I am a highly motivated, apt person who is eager to acquire and apply new skill sets.
In my capacity as ephony Centre Representative, I have also undertaken various other tasks such as customer service work and enjoyed the experience of dealing with external communications.
I am a friendly, courteous people-person and I am able to build both in-house and external working relationships. I pride myself on being able to deliver a high standard of work and I am driven by the fact that my role within a workplace adds to the quality of the business.

Career History

Housekeeper/Room Attendant: Britannia Ho, Hale June 2011-February 2013

Key Roles and Responsibilities:

• To ensure rooms were presented and maintained to a high standard
• Keeping corridors and other shared spaces clean, presentable and ensuring all environments were adhering to company safety standards
• Managing the input/output of room keys
• Assisting with customers enquires and complaints
• Maintaining stock levels of housekeeping products

My role at the Britannia ho required a close working relationship with my team in order to ensure all tasks were completed in a quiet and timely manner. My time there has provided me with a direct understanding of the sensitive nature and empathetic attitude required when dealing with customers on a one to one basis.




ephony Operations Representative: Virgin Media May 2013 - present

My role was predominantly of an operational nature, switching and managing export and import landline ecoms. I would receive a daily resource report which would act as a daily task list and entail the requirements of each task. Working in such a manner has taught me to efficiently plan my own work day, operating within company response times. Another large part of my role is customer service based, dealing with customer calls on a daily basis. I enjoy this section of my job as I am very comfortable building relationships with customers.

Key roles and responsibilities:

• Assisting technicians in their installation of landlines
• Export and importing landline s from service providers
• Running reports daily to ensure every customers has transferred over to Virgin Media correctly
• Running a fault report for customers landline faults
• Taking calls from other teams to receive and resolve port queries
• Maintaining SLA and above 90% completion rate
• Ensuring all landlines have emergency call cover
• Responding to change requests from customs, making sure that the is all set up on our internal system correctly
• Working closely with customers via e to efficiently gather specific information to resolve queries/service issues.
• Using and memorizing code sequences used for resolving internal faults
• Sharing knowledge and working as a team

Additional Skills:

• Familiar with Microsoft applications such as Excel, PowerPoint etc.





Certificates

Newall Green High School
2005 - 2010 15 GCSE passes at grade C and above (including Mathematics and English Language)




Interests


I have a strong music interest and enjoy attending gigs and music festivals. I also am an avid downhill cyclist and I attend the gym which keeps me fit and active.


References: Available on request