Brian Jordan
Kalamazoo,Michigan
Summary
Professional with strong experience in managing incidents and ensuring business continuity. Skilled in problem-solving, crisis management, and communication. Strong focus on team collaboration and achieving results, adaptable to changing needs. Proficient in root cause analysis, and stakeholder engagement. Reliable, strategic thinker with proactive approach to incident resolution.
Overview
28
28
years of professional experience
Work History
Assembler 1
Stryker Medical
Portage, MI
09.2022 - 01.2026
- Assemble medical equipment in a station/line environment
- Stage-based quality assurance.
Customer Service Specialist
Meijer
Portage, MI
09.2021 - 09.2022
- Assistive sales; general merchandise stocking and presentation
- Cashier work
- Assisting customers
- Pulling product for pick-up orders
- First line work for DNR licenses.
Field Service Technician
Drug & Laboratory Disposal
Plainwell, MI
12.2019 - 06.2020
- This position ended due to COVID-19.
- Pick up hazardous and chemical waste, identify correct categories for labeling and placarding, package correctly for transport, handle transport to processing facility.
- Some work on the processing floor.
Delivery Technician
CareLinc
Portage, MI
04.2018 - 05.2019
- Delivery, set up, troubleshooting, maintenance, post-sales assistance, and pickup of Durable Medical Equipment, Medical grade gases, Medical grade liquefied gas, and supplies to assigned clients and client facilities.
- Upkeep of records and monthly equipment inventory at client facilities.
- Working closely with partner entities including medical facilities and hospice agencies.
- Duties included once per week 24-hour on call shift.
Consultative Sales Associate
Sears
Portage, MI
09.2015 - 01.2017
- Delivered factual consultative sales proposals to clientele
- Trained new staff on corporate objectives and best practices
- Followed the sales model and provided solutions/options to each guest visiting location
- Conducted in-depth client support and managed lasting client relationships, speaking openly and honestly.
- Delivered accurate and timely customer service, managing complex, high-level escalated inquiries.
- Extensive cash handling.
Assistant Production Assurance Manager | Incident and Problem Management
JP Morgan Chase
Kalamazoo, MI
06.2009 - 08.2014
- Key resource and trusted member of the team, tackling unique projects from functional groups
- Acted as the point person for production operations and collaborate with the stakeholders to improve all processes and guidelines accuracy
- Managed the partnership between internal teams and coordinated the delivery of assets
- Performed incident triage and risk assessment
- Tasked with reporting on findings through complex and detailed root-cause analysis (RCA)
- Utilized internal tools, including MS Office, Windows, and other internal software tools.
- Led inter department communications and outlined crisis management protocol used to improve on operating procedures and increase efficiencies.
- Operated in a global 24/7 environment.
Assistant Production Assurance Manager | Incident and Problem Management
Adecco Staffing – Contractor for JP Morgan Chase
Grand Rapids, MI
04.2007 - 05.2009
- Collaborated with team on complex problems and defining opportunities for resolution
- Defined workflow and troubleshooting techniques
- Drove specific projects from initiating stages, through planning and execution, and final close
- Relied upon to help define scope, schedule, budget, and delivery requirements
- Motivate, understand, relate to, and listen to client concerns.
- Providing solutions to issues and concerns from clientele
- Coordinating time-sensitive incident communications across multiple lines of business in a global environment
- Based on performance asked to join Chase team as FTE.
Customer Service Specialist
Life Fitness, Inc.
Rosemont, IL
04.2002 - 09.2004
- Inbound call center
- Pre- and post-sales assistance to customers requesting product information
- Parts sales
- Troubleshooting
- Service scheduling
- Service contract sales and billing inquiries
- Operated via phone fax and email
Telecommunications Contractor
COMMworld of Chicago-West
Chicago, IL
08.2000 - 09.2001
- Provided customers with pre- and post-sales support offering comparisons of different telephony systems (Avaya, Toshiba, etc.)
- Took orders from customers
- Ordered parts and systems from vendors
- Full installation and service of voice and data hardware from running cable to programming extensions and configuring voicemail and T-1 lines
- Some CCTV and alarm system interfacing.
Support Technician
PC Help Services
Chicago, IL
02.2000 - 08.2000
- Temp position
- Inbound call center for local/long distance phone company and ISP
- Provided customer with pre- and post- sales support including information on service options
- Billing status
- Order entry
- Setup and configuration of internet connectivity including TCP/IP, DUN, and third-party dialers.
Support Technician
National TechTeam
Hoffman Estates, IL
10.1997 - 09.1999
- Pre- and Post-sales engagement
- Level one and two telephone technical support
- Report completion
- Documenting all corrective steps taken in a history database;
- Researching new solutions and issues
- Testing of new software
- Assisting in administrative duties
- Resolution of calls escalated due to customer dissatisfaction
Skills
- Highly experienced in problem and incident management
- Crisis response expertise
- Property and business risk management
- Property and business continuity planning
- Skilled in prioritizing concurrent responsibilities
- Skilled in root cause analysis
- Facilitating timely communication during incidents in a global context
- Interdepartmental communication skills
- Proficient in computer applications
- Over a decade in customer service
Skills 1
- Pre-sales, point of sale, post-sales customer assistance, via phone, email, text, and customer facing roles.
- Operated in a sales/customer service role for over two decades
- Handle customer inquiries, complaints, and service requests.
- Calm angry clients
- Repair trust
- Locate resources for problem resolution and design best-option solutions.
- Delivered exceptional client service.
- Interface daily with internal partners and functional managers throughout the organization, while multi-tasking on direct projects assigned by Management.
- Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
- Focus on delivering exceptional service by identifying customer needs; identifying goals and priorities and resolve issues in initial stages.
Timeline
Assembler 1
Stryker Medical
09.2022 - 01.2026
Customer Service Specialist
Meijer
09.2021 - 09.2022
Field Service Technician
Drug & Laboratory Disposal
12.2019 - 06.2020
Delivery Technician
CareLinc
04.2018 - 05.2019
Consultative Sales Associate
Sears
09.2015 - 01.2017
Assistant Production Assurance Manager | Incident and Problem Management
JP Morgan Chase
06.2009 - 08.2014
Assistant Production Assurance Manager | Incident and Problem Management
Adecco Staffing – Contractor for JP Morgan Chase
04.2007 - 05.2009
Customer Service Specialist
Life Fitness, Inc.
04.2002 - 09.2004
Telecommunications Contractor
COMMworld of Chicago-West
08.2000 - 09.2001
Support Technician
PC Help Services
02.2000 - 08.2000
Support Technician
National TechTeam
10.1997 - 09.1999