Jordan Hood
Justin,TX
Summary
Dynamic professional with a robust background in leadership, employee development, licensing, and franchise business operations. Proven success in optimizing team performance and driving operational excellence through effective management strategies. Creative thinker skilled in crafting and implementing growth plans that promote team and individual development. Exceptional interpersonal skills motivate teams and individuals, aligning efforts toward shared objectives to achieve outstanding results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Onboarding Specialist
Goosehead Insurance Agency
Westlake, TX
- Provided white glove assistance for oncoming Franchise Owners and Producers on business filings and licensing.
- Led cross departmental meetings for all regions and departments to provide proactive updates and transparency.
- Independently performed team responsibilities and operations during teammates (2) planned leave.
- Created team resources and training outline for efficient onboarding for future team members.
- Exceeded role expectations on “time to launch Metric month over month of under 30 days on average.
Launch Specialist
Goosehead Insurance Agency
Westlake, TX
- Oversaw incoming company employees to assist with all pre-hire and pre-training requirements based on their role.
- Managed deadlines for over 200 agents (average 12-20 per month) regarding insurance licensing, business filing when applicable, technology set up and troubleshooting, and training preparedness
- Provided white glove support with ongoing business and licensing requests.
- Led cross departmental meetings to provide proactive updates and transparency.
- Maintained top KPI survey scores at 9.8+ and response rate of 100% month over month.
- Provided subject matter expert assistance on insurance licensing and franchise preparedness for South Central and West and Mountain regions.
P&C Licensed Service Team Lead
Goosehead Insurance Agency
Westlake, TX
- Onboarded service agents throughout training process until fully prepared for working independently.
- Provided team members audits on work for accuracy, efficiency, and improved customer experience.
- Built relationships with team members to identify roadblocks and innovate solutions to improve efficiencies.
- Managed personal caseload and client complaints that are escalated to supervisor level.
- Assisted with presentations for team members on time management, phone etiquette, carrier site and Salesforce Lightning Navigation.
P&C Licensed Service Agent
Goosehead Insurance Agency
Westlake, TX
- Qualified for Champions Status in training by obtaining 100% on preliminary exam and qualifying new business prospects.
- Planned and executed team incentives to drive results for increased Key Performance Indicator metrics and improve overall team morale and involvement.
- Maintained personal metrics to qualify for top range bonus
- Completed Team Lead Training Program and Leadership Development Program with cross departmental innovation presentation with Executive level members.
- Maintained personal Net Promoter Score of 92% average
Assistant Manager
Enterprise Rent-A-Car
Dallas, TX
- Assisted Branch Manager of top producing location with 40% year over year growth.
- Created Operating Profit training sessions to assist in employee promotion eligibility.
- Responsible for employee development, customer service, growth and profitability.
- Emphasized improvements in the areas of operations, human resource management, sales and marketing/financial performance, fleet management and maintenance.
Management Trainee
Enterprise Rent-A-Car
Dallas, TX
- Learned all aspects of the business in order to run a prosperous and efficient branch.
- Solicited customer feedback to build a strong rapport and ensure repeat business.
- Excelled in monthly sales goals and with a customer satisfaction score of 95% completely satisfied customers.
Carrier Management Team Lead
Goosehead Insurance Agency
Westlake, TX
10.2020 - Current
- Assist Team Manager in overseeing team daily operations and maintaining top departmental KPI surveys scores of 9.5+ and response rate of 85%+.
- Identify and implement key metrics to evaluate the team based on Sales Agent product access and role preparedness.
- Hold weekly shadowing and feedback sessions for each team member (9-10) to review roadblocks and problem solve for proactive solutioning on enrolled agent concerns.
- Manage and provided team feedback on any escalations to find resolution.
- Manage team projects regarding understanding the scope, project planning based on teams identified capacity and follow up to confirm resolution.
- Coach team and peers on effective communication and proactive processes to resolve concerns efficiently and effectively.
- Work cross departmentally to identify and resolve roadblocks effecting efficiencies with all team day to day responsibilities.
- Planned and executed full team restructure and resources to improve agent preparedness and satisfaction by team members narrowing scope of expertise to increase accuracy and efficiency.
Office Manager
Studio 22
Dallas, TX
12.2018 - 07.2020
- Managed day to day studio operation and Front Desk Team Members.
- Administered monthly evaluations and 90-day performance reviews of sales and Membership retention and 90-day reviews.
- Responsible for full life cycle recruitment and hiring Team Members.
- Developed marketing plan to increase business 20% year over year.
- Sourced corporate clients via referrals and LinkedIn to drive corporate event scheduling.
- Brainstormed and implemented revenue generating initiatives while reducing costs and maximizing profitability.
- Prospected and contracted dance instructors for private and corporate performances.
- Tracked and drove sales by training and developing employees to utilize rapport building sales tactics.
- Provided customer support for over 1,000 clients.
- Researched and hired independent construction contractors for studio maintenance and improvement.
- Planed, marketed, and produced quarterly events producing over 50% growth in profitability.
Branch Manager
Enterprise Rent-A-Car
Dallas, TX
05.2014 - 12.2018
- Managed operation and fleet averaging 100 vehicles Valued at $3,000,000.
- Forecasted and tracked income while controlling costs to maximize profitability, increased 12% over previous year.
- Coached employees to maximize customer service, achieved top customer service score of 91% of completely satisfied customers year to date average over a goal of 85%.
- Trained employees to increase sales by using 4 step sales process of Introduction, Fact-Find, Presentation, and Close to promote and sell ancillary products resulted in 8% increased profit over previous year.
- Administered monthly and annual performance reviews.
- Implemented a strategic marketing plan to increase business and fleet growth through referrals and community visibility.
- Utilized LinkedIn and social media to inquire potential business partners to increase corporate growth.
Education
BBA - Business Technology And Communication
Stephen F. Austin State University
Nacogdoches, TX05-2014
Skills
- Salesforce CRM, Jira task tracker, Tableau data analyzer, Mindbody CRM, CSI Spectrum CRM, Enterprise Corporate CRM & Accounting System, Zoom, Microsoft Suite, Dropbox, Google Sheets, Google Drive, Mailchimp Marketing Platform, Constant Contact Marketing Platform
Certification
General Lines Property and Casualty Insurance License
Timeline
Carrier Management Team Lead
Goosehead Insurance Agency
10.2020 - Current
Office Manager
Studio 22
12.2018 - 07.2020
Branch Manager
Enterprise Rent-A-Car
05.2014 - 12.2018
Onboarding Specialist
Goosehead Insurance Agency
Launch Specialist
Goosehead Insurance Agency
P&C Licensed Service Team Lead
Goosehead Insurance Agency
P&C Licensed Service Agent
Goosehead Insurance Agency
Assistant Manager
Enterprise Rent-A-Car
Management Trainee
Enterprise Rent-A-Car
BBA - Business Technology And Communication
Stephen F. Austin State University