Jordan Davies

Developed and led a high-performing team

• Strategically built and directed a high-functioning team that consistently processed over 7,000 complex cases quarterly while maintaining an exceptional company CSAT score 60 points above industry benchmarks
• Established and rigorously maintained a comprehensive quality assurance program that ensured precise case documentation and data integrity, achieving a perfect 100% compliance score across all global markets
• Engineered and implemented an innovative queue management system utilizing optimized macros and templates, driving team productivity to a sustained 7 cases per hour resolution rate—exceeding departmental targets by 22%

Retained top talent

• Cultivated an engaging team environment resulting in exceptional employee retention rates of 4+ years for senior team members and 3+ years for specialists, significantly outperforming industry averages
• Championed professional development by creating individualized growth plans aligned with business objectives, successfully developing and promoting 67% of team members into advanced roles
• Personally led end-to-end talent acquisition for six customer service specialists, designing detailed role expectations and creating compelling career advancement pathways that ultimately resulted in the establishment of a new specialized position within the organization

Successfully scaled operations

• Spearheaded operational transformation initiatives that increased automation capabilities and reduced case defect rates by 25%, significantly improving departmental efficiency
• Developed comprehensive knowledge of Nova's international compliance requirements, authoring standardized protocols for global case management that eliminated compliance violations across all markets
• Led the evaluation and implementation of chatbot technology, resulting in a 10% reduction in case deflection and annual cost savings of approximately $175,000

Partnered closely with cross-functional teams

• Collaborated with Engineering leadership to identify process bottlenecks and implement tooling improvements that reduced required Engineering support time by 30%, allowing technical resources to be reallocated to higher-value projects
• Systematically analyzed consumer feedback and critical pain points to provide actionable insights to Product teams, directly influencing three major product enhancements
• Established a strategic partnership with Data Science to refine income validation models, improving overall application success rates and boosting customer satisfaction by 15%
• Maintained consistent alignment with executive leadership to ensure Consumer Operations strategy and execution fully supported company-wide objectives and growth targets
• Initiated and managed relationships with global B2B partners and international credit bureaus, implementing standardized process improvements that increased candidate success rates by over 25% and strengthened institutional partnerships

Led Strategic Technology Implementation

• Successfully project managed the end-to-end creation and implementation of a new help desk platform, resulting in significant improvements to operational efficiency, data reporting capabilities, and help center performance metrics
• Conducted comprehensive vendor evaluation and selection process, meticulously reviewing multiple solution providers against stringent criteria to identify the optimal platform that met all technical requirements while remaining within established budget constraints
• Developed and executed a detailed implementation roadmap with clear milestones, effectively managing cross-functional stakeholder expectations throughout the complex migration process
• Created a comprehensive training program for all team members on the new platform, ensuring seamless adoption and maximizing return on technology investment

Demonstrated Financial Stewardship

• Sourced and rigorously evaluated multiple vendor proposals for the help desk migration, conducting thorough cost-benefit analyses that ultimately secured a solution delivering 20% more functionality than originally specified while maintaining budget compliance
• Maintained strict adherence to project budget throughout implementation, implementing cost control measures that prevented scope creep and ensured on-budget delivery

Led Comprehensive Case Volume Growth Management & Orchestrated Cross-Functional Revenue Analytics

• Successfully scaled operations from 700-800 monthly cases in early 2023 to a robust 2,800-3,400 cases by mid-2024, representing over 300% growth while maintaining quality standards and performance metrics
• Assisted in the development of sophisticated forecasting models that accurately predict a continued growth trajectory reaching 4,900-5,700 monthly cases by mid-2025, enabling proactive resource planning and operational readiness
• Developed integrated dashboards connecting case volume to revenue metrics, providing leadership with critical visibility into the financial impact of operational performance
• Created forward-looking projections linking operational scaling to revenue growth, enabling informed business planning and strategic decision-making

Provide guidance to newer team members

• Developed and implemented comprehensive quality assurance standards that were documented, reviewed weekly, and served as the training foundation for the entire team, resulting in measurable 10% improvements in case handling efficiency
• Designed personalized training materials tailored to each representative's preferred learning style, significantly improving information retention
• Conducted targeted skills assessments aligned with new customer launches and product changes, ensuring all team members maintained proficiency with evolving systems and requirements while reducing escalations by 15%

Handle escalated consumer cases

• Designed and implemented a Jira ticketing system for tracking cross-functional escalations, creating newfound visibility into resolution timeframes and dramatically improving response time by 35%
• Personally managed high-priority and complex consumer escalations, maintaining a 95% first-contact resolution rate while serving as the final point of escalation for critical customer issues
• Developed comprehensive response templates for common escalation scenarios, enabling consistent messaging and reducing average handling time for complex issues from 25 to 18 minutes

Share valuable insights with the leadership team

• Created and maintained a dynamic dashboard tracking customer issues and trends, providing leadership with actionable data that directly influenced three major product enhancements
• Launched a widely-praised company-wide newsletter highlighting customer volume drivers, recurring issues, supplier concerns, and opportunities for experience improvements, establishing yourself as a key information source across departments
• Delivered critical support for user testing, focus groups, and discovery sessions, contributing a consumer perspective that shaped product development priorities
• Established myself as the essential link between consumers and enterprise customers by closely collaborating with the Customer Success team, effectively communicating user journey nuances, edge cases, and recurring pain points that resulted in a 20% improvement in customer satisfaction metrics

Delivered Excellence in Consumer Advocacy

• Consistently provided exceptional customer service to end consumers with a 95% satisfaction rating, effectively guiding users through complex processes while maintaining an average resolution time of under 25 minutes
• Developed deep product knowledge that enabled clear explanation of technical concepts in accessible language, resulting in significantly reduced follow-up inquiries and repeat contacts
• Created personalized solutions for consumers across diverse financial backgrounds, demonstrating adaptability and empathy while maintaining compliance with strict financial regulations

Established Role as Consumer Voice Champion

• Systematically documented and categorized recurring customer pain points, creating compelling data narratives that directly influenced three significant product improvements
• Presented consumer feedback in cross-functional meetings with actionable insights, elevating consumer perspectives in company decision-making processes
• Developed and distributed monthly "Voice of Consumer" reports highlighting emerging trends and opportunities, establishing yourself as a trusted source of customer intelligence

Demonstrated Expert Issue Resolution Skills

• Accurately triaged and categorized incoming consumer disputes using a structured evaluation system, ensuring proper routing and prioritization with 99% accuracy
• Maintained a 92% first-contact resolution rate for complex disputes through thorough investigation and thoughtful problem-solving
• Successfully managed sensitive escalations involving regulatory requirements, reducing average resolution timeline from 7 days to 4 days through process improvements

Built Collaborative Cross-Functional Relationships

• Served as consumer operations liaison for specialized product features, bridging technical and consumer perspectives to ensure alignment between user needs and product functionality

Revolutionized Knowledge Management Systems

• Led the comprehensive redesign of internal knowledge base structure, creating intuitive organization that reduced new team member ramp-up time by 25%
• Authored 35+ knowledge articles and quick reference guides that became standard training materials, ensuring consistent information delivery across the team
• Implemented a systematic review process for knowledge content, maintaining 100% accuracy of consumer-facing information and support materials

Delivered Exceptional Operational Support

• Developed and maintained performance monitoring dashboards that provided real-time visibility into team metrics and SLA compliance