Jordan Huffaker
Summary
Motivated Technical Support Operations Supervisor possessing excellent vendor relationship and management skills. Well-versed in mentoring and developing high-performing teams to meet organizational goals. Well-versed in business and employee management. Bringing 11+ years of experience in implementing successful and long-lasting outsourcing operations. Comfortable leader and strategic problem solver with excellent communication and planning abilities.
Overview
16
16
years of professional experience
Work History
Technical Support Operations Supervisor
Aureon Contact Center
09.2013 - Current
- Responsible for every aspect of the day to day technical support operations for a multitude of clients and teams. Teams include: Internal IT Helpdesk support for a company with 1,200 employees. Technical support for repair technicians, key account dispatching, and chef support for the leading combi-oven manufacturer in the United States. Additionally product and customer service support for robot vacuums, a gig app, and an international office booking provider.
- Handle client relations, employee development, training, hiring, process improvement/implementation, and project management for all accounts.
- Manage client, customer expectations and implementation with each team - working side-by-side with each company to identify brand, voice, flavor of customer/technical support, and provide insight/collaboration into integrating those ideals into front-line support staff operations.
- Create outlines, presentations, and present initial classroom and continued training with all team members.
- Lead weekly/monthly conference calls with all clients providing update on call center status (phone/email/social volume/call center metrics), current events or questions, reporting analysis, point out trends and stimulate discussion toward continued process or product improvement.
- Provide coaching and feedback daily to drive positive change for the company, client, customers, and agents.
- Coordinate operations with responsibility for managing billable hours, scheduling, training, and quality assurance.
- Implement policies and standard operating procedures to streamline agent workflow - support company and client needs as well as profitability.
- Builds rapport with external clients as well as all employees/departments internally with the goal of creating an easy to work with space that allows and encourages collaboration to resolve issues or complications that arise on a daily basis as quickly and efficiently as possible.
- Listen, encourage, and then organize team feedback to work towards better clarity, process improvement opportunities, or general "quality of life" improvements that will ultimately benefit staff as well as clients and client customers.
- Critically think, work with team members to find and implement smart and common sense solutions to problems.
- Meets with team members on monthly performance goals, standards, and coaches to help agents meet their goals as well as support their respective clients.
- Handles disciplinary action, policy violations, job offers, as well as terminations.
Supervisor
Taco John's International, Inc.
06.2009 - 09.2013
- Resolved customer complaints and adjusted policies to meet changing needs.
- Provided ongoing training to address staff needs.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Maintained order and cleanliness of work areas to conform with health codes.
- Kept food storage and preparation equipment in good working order to maximize safety and cost-efficiency of operations.
Education
Some College (No Degree) - Liberal Arts And General Studies
Marshalltown Community College
Marshalltown, IASkills
- Customer relationship management
- Policy/program development
- Multi-unit operations management
- Extensive experience with a multitude of CRM Tools from a base user level to admin/reporting - Freshdesk, NetSuite, Sales Force, Zendesk, Gorgias, ConnectWise, as well as custom CRM's that have been developed by customers
- Extensive experience with Excel, Word, Shopify, OneNote, WordPress, and inventory management software
- Staff supervision
- Staff training and development
- Policies and procedures implementation
- Procedure development
- Process improvement strategies
- Delegation
- Team Building/Leadership
- Project management
- Data evaluation
- Logistics oversight
- Performance improvements
- Employee development
- Schedule management
- Recruiting and hiring
- Quality assurance and control
- Troubleshooting and problem solving
Accomplishments
- Consistently receives high marks in yearly performance reviews from Technical Support Operations Manager and Director of Operations.
- Case study article outlining one team's exceptional work implementing a new customer, the client as well as myself are quoted: https://www.aureon.com/services/customer-service/customer-care/technology-company-benefits-from-/
- Member, former chair of Aureon Client Champion Task Force, a group charged with advocating and awarding employees between all Aureon divisions for exceptional service.
- Supervised and led a team of 29 to bring considerable value to the client's operations taking over an extensive amount of projects and responsibilities that used to take the client's team far too many hours each month to complete. Those teams and employees are now able to focus on more important aspects of their roles while their work and customers are taken care of for them.
- Successfully implemented 5+ new teams, recruiting and building their customer/technical support model from the ground up. Then, continue to provide value and "best practice" consulting, helping to secure client's continued trust and business.
Timeline
Technical Support Operations Supervisor
Aureon Contact Center
09.2013 - Current
Supervisor
Taco John's International, Inc.
06.2009 - 09.2013
Some College (No Degree) - Liberal Arts And General Studies
Marshalltown Community College
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