Summary
Overview
Work History
Education
Skills
Associations
Timeline
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Jordan Hollingsworth

9 Thorncroft Cres. Ajax,ON

Summary

I am a young professional who has a particular interest for the transportation industry. I have provided a combined four years of excellent customer service in a high volume contact centre environment at Metrolinx, and at a year round campground north of Toronto. Through both positions, I have developed strong written, and verbal interpersonal communication skills, and learned how to professionally handle various customer concerns through a range of industry standard programs. Additionally, I have served four years volunteering as a Member at Large for the Durham Region Transit Advisory Committee. Currently, I am studying Urban and Regional Planning at Toronto Metropolitan University, where I have gained theoretical, technical, and practical experience in the transportation and planning fields. I have been successful in preparing reports, speaking before groups of people, working collaboratively with others, and balancing time between multiple projects with tight deadlines.

Overview

5
5
years of professional experience

Work History

Customer Care Representative

Metrolinx
Toronto, ON
05.2023 - Current
  • Demonstrates an exceptional knowledge of Metrolinx services, policies and procedures; and utilizes knowledge and resources to provide service to customers in a fast and efficient manner while actively listening to their concerns.
  • Utilizes First Call Resolution techniques by proactively offering suggestions to improve the customer experience, such as self serve tools or return schedules and fares.
  • Consistently achieves and exceeds Key Performance Indicator targets, including average handle time, call quality, schedule adherence, and call disposition rate.
  • Experience with multiple software applications to intake customer comments and complaints, verify transaction and financial information, conduct investigations, interact with stakeholders, and resolve cases.

Customer Service Attendant

Bare Oaks Family Naturist Park
Sharon, ON
05.2020 - 05.2023
  • Provided outstanding customer service to new and long-standing visitors by attending closely to concerns and fostering a positive environment.
  • Achieved high customer satisfaction in fast paced work environment by ensuring personalized and attentive service.
  • Developed strong customer relationships with visitors to encourage repeat business, and ensure overall enjoyment.
  • Attended to calls, chats and emails using First Call Resolutions techniques to ensure customer needs are resolved in a timely matter.

Member at Large - Volunteer Position

Durham Region Transit Advisory Committee
Whitby, ON
11.2018 - 10.2022
  • Active Participant during committee meetings, and discussions with members, the general manager, durham region transit staff, and committee chair.
  • Provided recommendations to the Transit Executive Committee regarding conventional, community, specialized, and demand responsive transit services in Durham Region.
  • Took part in activities that aided in increasing awareness of Public Transit Services, including the "Quality transit service for everyone in Durham Region" video campaign.

Education

Bachelor in Urban And Regional Planning - Urban And Regional Planning

Toronto Metropolitan University
Toronto, ON
04-2025

Ontario College Diploma - Urban And Regional Planning Technician - GIS

Mohawk College of Applied Arts And Technology
Hamilton, ON
04.2022

Skills

  • Strong written and verbal interpersonal communication skills
  • Years of excellent customer service experience in a contact centre environment
  • Experience with various industry standard applications, including Microsoft Office, and Microsoft Dynamics 365
  • Strong desire to learn new skills and techniques
  • Excellent team work, and willingness to offer help to colleagues and superiors

Associations

  • Student Member, Canadian Urban Transit Association
  • Student Member, Canadian Association of Certified Planning Technicians

Timeline

Customer Care Representative

Metrolinx
05.2023 - Current

Customer Service Attendant

Bare Oaks Family Naturist Park
05.2020 - 05.2023

Member at Large - Volunteer Position

Durham Region Transit Advisory Committee
11.2018 - 10.2022

Bachelor in Urban And Regional Planning - Urban And Regional Planning

Toronto Metropolitan University

Ontario College Diploma - Urban And Regional Planning Technician - GIS

Mohawk College of Applied Arts And Technology

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Jordan Hollingsworth