Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Jordan Chester

Spokane Valley

Summary

Dynamic CX Operations Specialist with a proven track record, excelling in customer service excellence and cross-departmental collaboration. Spearheaded process improvements that enhanced operational efficiency and resolved complex customer inquiries, ensuring high satisfaction. Proficient in crisis communication and adept at multitasking in fast-paced environments.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Experience and Engagement Specialist II

Dutch Bros Coffee
03.2024 - Current
  • Served all Customer Experience and Social Engagement platforms of communication; resolving issues for customers on all channels, including email, chat, phone and social media platforms:
  • Resource and respond to escalated and/or sensitive issues which may be related to brand, product and/or technical support
  • Assist in the development and execution of reactive response plans in the event of a negative review, experience or crisis communication
  • Respond to advanced technical inquiries and maintain the ability to troubleshoot issues that arise
  • Meet SLA expectations for both Customer Experience and Social Engagement
  • Understand and utilize beginning to mid-level analytical methods
  • Utilize discretion to determine the best means in which to reach a satisfactory resolution for all customers who reach out
  • Serves HQ departments as a Subject Matter Expert; acting as liaison between Customer Experience and HQ business units. Prioritizes department workflows, escalation pathways, interdepartmental communication and knowledge base content for HQ departments:
  • Reports as a subject matter expert; able to identify trends and areas of improvement
  • Acts as the liaison between the customer and the business unit:
  • Work with customer experience leadership and other HQ departments to create appropriate responses for trends not covered by macros/provided scripting
  • Assist in the development and implementation of policies, procedures, systems and standards for both proactive and reactive online and social media responses with the goal of enhancing and protecting Dutch Bros’ brand
  • Audit and manage backend of systems to ensure automations, tags and systems are tracking appropriately
  • Transfer relevant tickets to appropriate HQ departments for guidance and/or collaboration
  • Acts as a point of contact between the customer and field leadership for all flagged and escalated information, in both Customer Experience and Social Engagement:
  • Alert relevant management if questions or concerns become a trend, i.e. multiple inquiries regarding the same location, subject or concern
  • Gather information relevant to tickets, ensure both HQ and local management receives needed information and follow up to ensure tickets were responded to appropriately and within acceptable timelines
  • Appropriately categorize and document each customer inquiry and touchpoint

Soccer Coach

University High School
Spokane Valley
10.2020 - Current
  • Plan, organize and conduct practice sessions and adjust coaching techniques based on the strengths and weaknesses of players.
  • Arrange sports-related activities such as training camps, skills improvement courses, and pre-season tryouts.
  • Evaluate the players’ skills and review their performance records to determine their fitness levels.
  • Strategize gameplay, aimed at ensuring success during each game session.
  • Explain and enforce safety rules and regulations to players and ensure that they comprehend them correctly.
  • Motivate team members by providing them with positive feedback and assisting them through their weaknesses.
  • Monitor each player to determine his strengths and weaknesses and ensure that they are addressed immediately.
  • Analyze the strengths and weaknesses of opposing teams to develop specific games.
  • Create and implement practice sessions that are both instructive and stimulating in nature.
  • Handle emergencies and those brought on by injuries by practicing CPR and First Aid.
  • Model sports-like behavior and maintain appropriate conduct towards players and spectators.
  • Ensure that all sports equipment and supplies are procured in a time-efficient manner.
  • Handle different aspects of the soccer team including strength and conditioning, practicing, competing, and scheduling.

Shift Lead- Barista

Dutch Bros
Spokane Valley
06.2017 - Current
  • Following recipes to ensure drinks are made to standard
  • Greeting customers/placing orders
  • Engaging in conversation with customers
  • Processing orders/pos, xenial troubleshooting
  • Shift duties off bar including dishes, stocking, order, inventory, chores.
  • Ensuring that our store is held to the highest standard Dutch bros could have
  • Processing weekly maintenance checks/reports
  • On call maintenance duties
  • Repairing, replacing and fixing any to all parts on machines, blenders, fridges.
  • Walking through all quarterly checks with QA inspectors
  • Pressure washing
  • End/beginning of the month signage, clings, menus, broista packs are properly assigned and placed around shop
  • Attending any to all lead meetings
  • Shift lead
  • Broista training experience
  • Leading stand small groups
  • Planning stand events/bondings
  • Assisting with all order/inventory processing
  • Cash handling, deposits, bank runs, till checks
  • Scheduling/holding employees to all flow checks

CX Operations Specialist

Dutch Bros
Spokane Valley
01.2025 - 07.2025
  • Coordinated daily operations, ensuring smooth workflow and timely service delivery.
  • Implemented process improvements that enhanced efficiency and reduced operational delays.
  • Trained new staff on company policies and procedures to promote consistency.
  • Collaborated with cross-functional teams to enhance communication and project execution.
  • Resolved customer inquiries effectively, promoting high satisfaction and feedback collection.
  • Assisted in developing training materials for onboarding programs and staff development.
  • Reviewed operations processes for accuracy, timeliness, and adherence to guidelines.
  • Identified and implemented improvements in operations systems based on analysis.
  • Participated in strategic planning sessions to contribute to long-term operational goals.

Social Engagement Specialist

Dutch Bros Coffee
09.2022 - 03.2024
  • Engage with customers on multiple social media and reputation platforms:
  • Execute reactive response plans in the event of a negative review, experience, or crisis communication
  • Assist in day-to-day communications with customers during regular business hours
  • Identify and act on opportunities to “surprise and delight” online fans and customers
  • Ensure customers have the same satisfactory experience online as they do at the window
  • Serve as a liaison with other Dutch Bros departments to identify social engagement opportunities:
  • Work with assigned Dutch Bros departments to assist in identifying opportunities to cross-promote the Dutch Bros brand through online and social media interactions
  • Identify social engagement priorities or concerns and communicate the information to social media engagement team and impacted departments and leaders
  • Monitor brand reactions and trends online and on social media:
  • Stay current on social media and reputation management trends and how they may impact the Dutch Bros brand
  • Alert Social Media Engagement team to any trends that could impact Dutch Bros, whether positively or negatively
  • Work closely with team members to implement reputation management plans and strategies in new growth areas
  • Remote

Social Assistant

Spokane Eats
Spokane
04.2022 - 06.2023
  • Assisting with all social media accounts, brainstorming campaigns, creating social media posts, and analyzing analytics.
  • Writing blog, and article posts to be published in local magazines and papers.
  • Responding to all comments, replies, or Dms on all social platforms
  • Attending Events to gather content for future posts, campaigns, and partnerships.

Consultant

Palm Beach Tan
Spokane
05.2017 - 08.2018
  • Provide professional assistance and customer service by advising clients regarding product selection by utilizing my training as a certified tanning consultant.
  • Gained experience in customer service through client record management, appointment scheduling, tracking product inventory and developing relations with clientele
  • Developed rapport with guests in a friendly environment and provided excellent customer service.
  • Provided outstanding customer service, sold products and performed consultative selling and cashiering.
  • Recommend new, and existing products to fit the customer; thus increased daily, weekly, and monthly product sales.
  • Cash handling, cleaning, product sales, and securing the business upon closing the store were my responsibilities.
  • Check clients in and out, answer phone, handle register, product sales, inventory
  • Have to meet a quota each month with product sales and membership sales.
  • Worked behind the computer taking phone calls, scheduling appointments, and doing general clerical work.

Receptionist/Inventory Specialist

Essence Salon
Moscow
08.2016 - 05.2017
  • Scheduled guest salon services while implementing proper procedures.
  • Handle inventory and salon equipment activities.
  • Greeted costumers arriving at the salon and provided them with the information regarding salon services and answered any service related questions.
  • Determined customers’ need for salon services by figuring out their problem areas such as skin and hair issues.
  • Assisted guests by answering questions about salon services and products, making them feel at home and comfortable.

Education

High School Diploma -

West Valley High School
Spokane Valley, WA
06-2014

Skills

  • Communication skills
  • Cross-departmental collaboration
  • Customer service excellence
  • Prioritization strategies
  • Time management
  • Troubleshooting expertise
  • Windows platform proficiency
  • Crisis communication
  • Quality assurance practices
  • Multitasking abilities

Certification

  • Dare to Lead Certified

References

References available upon request.

Timeline

CX Operations Specialist

Dutch Bros
01.2025 - 07.2025

Customer Experience and Engagement Specialist II

Dutch Bros Coffee
03.2024 - Current

Social Engagement Specialist

Dutch Bros Coffee
09.2022 - 03.2024

Social Assistant

Spokane Eats
04.2022 - 06.2023

Soccer Coach

University High School
10.2020 - Current

Shift Lead- Barista

Dutch Bros
06.2017 - Current

Consultant

Palm Beach Tan
05.2017 - 08.2018

Receptionist/Inventory Specialist

Essence Salon
08.2016 - 05.2017

High School Diploma -

West Valley High School

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