Jordan Elwood, MBA

• Account Management & Onboarding: Successfully onboard and manage a diverse portfolio of 100+ B2B accounts, from independent retailers to large-scale, multi-door partners, ensuring a smooth transition and long-term success.
• Order and Inventory Optimization: Oversee end-to-end order processing, order book management, and customer inventory analysis to maintain optimal stock levels, and minimize disruptions.
• Data-Driven Decision Making: Leverage Elastic, Brightpearl, Google Analytics, Looker, and Excel to generate actionable insights that drive sales strategies and maximize revenue potential.
• Logistics & Fulfillment Excellence: Collaborate with warehouses and logistics teams to achieve a 96%+ on-time fulfillment rate, ensuring reliable product delivery, and a superior customer experience.
• Customer Experience & Credit Control: Serve as a key point of contact for B2B partners, providing exceptional customer service while supporting credit control processes to maintain healthy cash flow.

• Achieved a 4.6/5 satisfaction score in 2023, and currently maintain a CSAT score of 4.78/5.
• Provided prompt and courteous customer support via email, chat, and social media, resulting in a 97% NPS score.
• Efficiently resolved customer complaints using problem-solving skills and product knowledge.
• Collaborated with cross-functional teams to resolve complex customer issues effectively and in a timely manner.
• Identified process improvement opportunities and implemented best practices, including a discount for customers who received incorrect items.

• Collaborated directly with the C-suite to deliver comprehensive data analysis and insights into customer partnerships, enabling informed decision-making and strategic planning. Played a pivotal role in the development and execution of Quarterly Business Reviews (QBRs), leveraging data to drive discussions and initiatives aimed at optimizing customer relationships, and enhancing business outcomes.
• Developed and maintained multiple trackers for the Talent Acquisition Program (TAP) team, including hiring methods and manager ratings, enabling efficient tracking of candidate progress, TAP performance against hiring goals, and hiring manager interview performance.
• Collaborated with the Client Service team to gather data for weekly presentations, including producing Power BI heat maps to visualize the overlap of our technician distribution over the client's store locations, to show our coverage.
• Facilitated weekly collaborative stand-up meetings for cross-functional teams, fostering improved communication and coordination. This resulted in enhanced efficiency in addressing work orders, and a reduction in meeting frequency from daily to once a week.
• Implemented a Service Level Agreement (SLA) tracker to monitor and improve specific SLAs for each client, leading to enhanced client satisfaction and retention.
• Presented SLA tracker data during Quarterly Business Reviews (QBRs), contributing to strategic decision-making, and demonstrating the team's commitment to meeting client expectations.

• Lead initiatives and monthly and quarterly focuses that led our team to achieve 112% sales growth from FY 2021 to FY 2022.
• Creating and executing hiring plans for current store needs. Hosting Zoom training and development meetings. Lead customer experience and action planning, sales goals, through storytelling and enrollment of my 35 direct reports.
• Manage the whole store's profit and loss (P&L) in accordance with goals (sales, budget, etc.). And achieve 99.3% of the FY 2022 goal.
• Through People Development, I helped grow the store’s leadership pipeline by mentoring seven educators to key leadership positions and two key leaders to assistant store managers.
• Building external relationships through team sales that promote mutual benefit for all parties. Have produced over $50,000 in team sales for FY 2022. Fostering those relationships to keep retention high for team sales going into FY 2023. Strengthened external partnerships, driving over $50,000 in sales for FY 2022 by leading collaborative team efforts and nurturing key relationships, resulting in enhanced retention rates, and laying a solid foundation for sustained revenue growth into FY 2023.

• Built many strategic sales teams across the Colorado Front Range. Creating the 'Rockies One-Pager,' which implemented team sales and is the model used throughout the company to date.
• Created an exciting inventory count with a 99.97% accuracy.

• I have been a social media manager for over two years, and I ran the Facebook page for the Colorado Springs store. Leveraged data to understand what worked for our community engagement, to improve impressions and interaction by 25% year over year.