Jordan Harris
Coraopolis,USA
Summary
Results-driven operations and team management professional with over a decade of experience leading high-performing teams in call center operations and technical environments. Skilled in business analytics, systems development, and process optimization. Proven ability to analyze data and implement scalable, efficient solutions. Adept communicator with strong verbal and written skills. Renowned for building and mentoring teams that consistently exceed performance targets and enhance customer satisfaction. Recognized for driving operational excellence, improving service levels, and aligning cross-functional efforts to achieve business objectives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Patient Support Lead
Blink Health
05.2024 - Current
- Led and managed multiple call center teams comprising over 43 staff members, ensuring SLA compliance and driving operational excellence.
- Supervised team performance, identified training needs, and implemented targeted improvement plans to reduce process delays and enhance overall productivity.
- Conducted regular performance evaluations, delivering actionable feedback and development plans that improved Quality Assurance (QA) scores by 22% within three months through coaching and the creation of training materials and quick-reference guides.
- Strengthened interdepartmental communication to streamline workflows and reduce service delivery errors.
- Applied IT expertise to enhance reporting systems and develop a real-time dashboard, providing leadership with clear visibility into team performance and service level metrics.
- Led, coached, and mentored a team of Insurance Verification and Patient Outreach Specialists, ensuring consistent delivery of high-quality service to patients and clients.
- Directed recruitment efforts to attract and hire qualified candidates aligned with organizational culture and performance standards.
- Proactively identified and mitigated compliance risks by reviewing and refining operational processes.
- Managed the end-to-end project to automate authentication for chat functionality, resulting in an 8%+ improvement in SLA performance and a significant reduction in customer hold times.
Senior Business Analyst
Tanger Outlets
04.2022 - 03.2024
- Led cross-functional teams to analyze market trends and recommend strategic business decisions.
- Conducted thorough data analysis to identify cost-saving opportunities and streamline operational processes.
- Collaborated with stakeholders to define project requirements and ensure successful implementation of solutions.
- Create and maintain user stories and acceptance criteria for revised features or new enhancements.
- Create user roles, profiles, sharing rules, custom reports and Dashboards and for Sales Managers to easily analyze sales trends.
Billing System Lead/Senior Business Analyst
Fiserv
07.2019 - 04.2022
- Leveraged MS Access and SQL databases to design and implement efficient billing processes to optimize accuracy and efficiency.
- Trained team on best practices for billing system usage and troubleshooting.
- Spearheaded development for Daily Debit Process in Alteryx, reducing processing time by 75%, from 4 hours to less than 1-hour daily.
- Collaborated with IT department to resolve any technical issues with billing system.
- Created detailed documentation and reports to track system performance and identify improvements.
- Conducted user training sessions and provided ongoing support for system users.
CRM Manager
Stewart's Auto Group
03.2018 - 05.2019
- Managed customer database to enhance personalized marketing campaigns and increase sales.
- Collaborated with sales team to implement CRM strategies resulting in improved customer satisfaction.
- Oversaw development of CRM software to streamline data collection and analysis processes.
- Implemented email marketing campaigns and conducted A/B testing to optimize customer engagement.
- Analyzed purchase patterns and attitudinal data revealing new CRM growth opportunities to enhance consumer spending producing a $1.2 Million increase in revenues.
- Increased productivity by 45% with end-users through successful coaching and innovative training sessions.
Digital Forensic Senior Engineer
Cellebrite
01.2014 - 01.2018
- Led digital forensic investigations, preserving evidence and analyzing data for legal purposes.
- Developed and implemented forensic tools and procedures to improve investigation efficiency.
- Collaborated with law enforcement agencies and attorneys to provide expert testimony in court.
- Conducted training and product overviews to over 600 new forensic customers expanding the client technical stability and directly addressing customer concerns.
- Published 15 technically intricate articles to the development of knowledge base.
Helpdesk Lead
Inventiv Health
10.2012 - 01.2014
- Developed and implemented training programs for new team members.
- Conducted regular training sessions on support tools and techniques, enhancing team proficiency and response times.
- Implemented a mentorship program, resulting in a 12% improvement in first-call resolution rates by newly trained staff.
- Ensured timely resolution of technical issues and adherence to service level agreements.
Technical Support Supervisor
Alltel/Verizon Wireless
02.2009 - 10.2012
- Led team of over 15 technical support specialists, resolving complex customer issues promptly and professionally.
- Conducted regular performance evaluations and provided coaching and feedback for team improvement.
- Responsible for daily deliverables including: Escalations, Queue Management, Scheduling, - Sick calls, Vacations etc., Evaluation of the current work force using metrics, observations and technical aptitude.
- Developed and implemented training programs to enhance team member skills and performance resulting in increased Net Promoter Score(NPS) and First Call Resolution (FCR).
Education
MS - Business and Information Systems
New Jersey Institute of Technology
Newark, NJ12.2018
BS - Information Technology and Management
ECPI University
Virginia Beach, VA05.2015
Skills
- Microsoft Access
- Alteryx
- Power Query
- SQL
- Salesforce
- Zendesk
- Microsoft Excel
- Power BI
- Tableau
- AWS
- Concur
Certification
- Cellebrite Certified Operator (CCO), 2017-09-01
- Cellebrite Certified Physical Analyst (CCPA), 2017-09-01
- Cellebrite Certified Mobile Examiner (CCME), 2017-09-01
Timeline
Patient Support Lead
Blink Health
05.2024 - Current
Senior Business Analyst
Tanger Outlets
04.2022 - 03.2024
Billing System Lead/Senior Business Analyst
Fiserv
07.2019 - 04.2022
CRM Manager
Stewart's Auto Group
03.2018 - 05.2019
Digital Forensic Senior Engineer
Cellebrite
01.2014 - 01.2018
Helpdesk Lead
Inventiv Health
10.2012 - 01.2014
Technical Support Supervisor
Alltel/Verizon Wireless
02.2009 - 10.2012
BS - Information Technology and Management
ECPI University
MS - Business and Information Systems
New Jersey Institute of Technology
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