Hi, I’m
Jordan Hansen
Project Manager
Washington,DC
Summary
Highly skilled and motivated project manager with over twenty years of customer service and organizational support experience. Possesses excellent communication and organizational skills. Able to leverage years of administrative and business experience to handle multiple projects and tasks simultaneously while maintaining world-class service.
Overview
21
years of professional experience
4
years of post-secondary education
Work History
Orchid Virtual Support, LLC
Owner
06.2022 - Current
Job overview
- Support small interior design firms by providing business administrative assistance and logistical project management
- Ghostwrite blog posts and website copy to enhance business reach and client base
- Provide strategic support and direction for project set up and logistical management
- Support with social media marketing and management
- Manage all aspects of day-to-day business operations, including quarterly tax reporting, accounting, and expense reconciliation.
RH
Senior Project Leader, Customer Experience
11.2020 - 11.2022
Job overview
- Support business by managing post-order logistics for >50 projects simultaneously, and portfolio in excess of $40m.
- Maintained accurate records of customer interactions, payments and issues.
- Processed customer returns and product exchanges.
- Anticipated risks and provided contingency plans for potential issues.
- Monitored all aspects of project life cycle and provided regular updates to cross-functional teams.
- Built and maintained relationships with multiple teams across the organization, including vendors, transportation coordinators, distribution center personnel, delivery agents, designers, and installation leaders.
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
RH
Project Leader, RH Contract Inside Sales
07.2019 - 11.2020
Job overview
- Provided project management support to RH Contract in both Mountain and Pacific Northwest territories.
- Managed dynamic project portfolio in excess of $20m, including product customization, transportation and delivery logistics, and billing support
- Completed business analysis and provided weekly and monthly reporting related to shipped product revenue.
- Worked closely with territory Business Development Leaders to meet or exceed territory quarterly and annual revenue and shipped product goals
- Assisted Business Development Leaders with defining project scope and creating project plans to meet needs and deadlines.
- Researched sales and service issues to provide solutions.
- Responded to customer inquiries quickly and professionally to maintain customer satisfaction.
- Leveraged CRM software to maintain detailed account records and contact logs to facilitate sales process.
- Awarded for driving top line revenue growth and sustaining high level of achievement.
- Exceeded territory sales/shipped goals in each quarter.
Practically Magic Virtual Assistance
Owner
02.2012 - 01.2020
Job overview
- Devised business and marketing plans to attract new clients and maintain existing client list.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Set pricing structures according to market analytics and emerging trends.
- Developed company website and created online advertisements.
- Supported clients with small business operations, including accounting, social media management, website creation and copywriting, and project management.
RH
Project Coordinator
02.2018 - 07.2019
Job overview
- Supported large retail furniture gallery with in-house project management and client support.
- Maintained gallery appointment calendar for up to 10 interior designers and consultants.
- Provided regular status updates to design team and gallery leadership regarding design business and current projects.
- Collaborated with cross-functional teams to create project schedules and plans.
- Managed 50+ project deliveries, ranging in scope from $25,000.00-$500,000.00, in coordination with delivery agent and design team, providing plan schedules, and supporting on-site installations.
- Supported gallery business goals by working sales hours on retail floor.
- Provided excellent customer service to internal and external clients.
EPIX Solutions
Client Success Manager
02.2017 - 02.2018
Job overview
- Managed client support and relationships for insurance brokerage firm
- Managed software build outs for recruiting and benefit software, including setting deadlines and budget, product testing, and installation
- Created email templates for employee communication regarding benefits packages, associated deadlines, and other pertinent information
- Built recruiting outlines, drafted job descriptions, and created email templates for candidate communication
- Acted as liaison between employees and insurance companies for issues related to coverage, prior authorization, and reimbursement
- Provided on-site personal support to clients during open enrollment and new hire enrollment appointments
Education
Southern New Hampshire University, Hooksett, NH
Bachelor of Arts from Psychology
01.2022 - 06.2023
University Overview
- Honor Roll, All Terms
- 3.9 GPA
- Member, The National Society of Leadership and Success
Rasmussen College, Bloomington, MN
Associate of Science from Psychology & Criminal Justice
12.2012
University Overview
- Dean's List - 2011-2012, All Terms
- 4.0 GPA
- Member of Student Honor Society
- Student Tutor
North Park University, Chicago, IL
Bachelor of Science from Politics & Government
08.2003 - 05.2006
Skills
- Copywriting and Email Marketing
- Customer Success and Service Management
- Consultative Problem Solving
- Project and Relationship Management
- Executive Leadership and Team Management
- Customer Onboarding
- Strategic Planning
- Salesforce
- Google Business & Microsoft Office Suite
- Relationship Building
- Confidentiality and Discretion
- Remote Work
- Task Management Systems
Affiliations
- Member, National Society for Leadership and Success
Timeline
Owner
Orchid Virtual Support, LLC
06.2022 - Current
Southern New Hampshire University
Bachelor of Arts from Psychology
01.2022 - 06.2023
Senior Project Leader, Customer Experience
RH
11.2020 - 11.2022
Project Leader, RH Contract Inside Sales
RH
07.2019 - 11.2020
Project Coordinator
RH
02.2018 - 07.2019
Client Success Manager
EPIX Solutions
02.2017 - 02.2018
Owner
Practically Magic Virtual Assistance
02.2012 - 01.2020
North Park University
Bachelor of Science from Politics & Government
08.2003 - 05.2006
Rasmussen College
Associate of Science from Psychology & Criminal Justice
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