Jordan Jones
Orlando,FL
Summary
Transformational Sales Operations and Contact Center leader with expertise in driving operational efficiency and enhancing customer experience. Proven track record in building and scaling contact centers, improving conversion rates, and implementing effective workforce management strategies. Collaborative leader adept at partnering with C-suite executives and managing diverse teams to achieve performance targets.
Overview
23
23
years of professional experience
Work History
Director of Sales Operations & Marketing
Marriott Vacations Worldwide
Orlando, FL
10.2021 - Current
- Led Sales Operations, Workforce Management, Quality, Training & Development, Telephony, and Performance Management functions.
- Drove operational efficiency and KPI achievement while enhancing customer experience.
- Built and launched the first Orlando Contact Center Workforce Management Department, implementing forecasting and scheduling.
- Launched Inbound Call Transfer Program, improving conversion rates.
- Oversaw enterprise platforms including NICE CXone, IEX, RingCentral, Workday, and TrueVoice voice analytics to streamline operations.
- Partnered with Deloitte and McKinsey & Company on strategic initiatives.
Sales & Operations Manager
Marriott Vacation Club
Orlando, FL
01.2014 - 10.2021
- Led multi-department contact center operations, enhancing coordination among Verifications and Villas teams.
- Created compensation plans, LSOPs, and performance frameworks aligned to corporate KPIs.
- Managed telephony systems, lead management platforms, IVR prompts, and scripting initiatives to streamline customer interactions.
- Developed leaders through mentoring, coaching, structured performance management, and succession planning.
- Collaborated with executive leadership to align strategies and deliver projects effectively.
Assistant Sales Manager
Marriott Vacation Club
06.2014 - 01.2016
- Coached and monitored performance of supervisors and front line teams to enhance sales effectiveness.
- Implemented corrective actions and performance incentives, driving engagement through SPIFs and sales training.
- Conducted performance reviews and established benchmarks to drive results.
Associate Director of Admissions
Kaplan University
01.2007 - 06.2014
- Led Admissions and Sales teams of 30–35 employees to achieve recruitment goals.
- Improved conversion rates through targeted coaching and individualized performance plans.
- Coordinated staffing, recruiting, training, and performance evaluations to enhance team capabilities.
Conference Producer
Institute of Validation Technology
01.2005 - 01.2007
- Produced and managed global pharmaceutical, biotech, and medical device conferences valued at $125K–$400K.
- Coordinated speakers, travel, hotel contracts, event logistics, and marketing strategies to enhance attendee experience.
Information Technology - Technical Recruiter
Oxford Global Resources
01.2004 - 01.2005
- Recruited and placed technical consultants in IT, healthcare technology, life sciences, and engineering.
- Established long-term relationships with consultants, enhancing candidate pipelines for diverse sectors.
Education
Master’s in Business Administration (MBA) -
Kaplan University (Purdue Global)
01-2013
Bachelor of Science - Public Relations
University of Florida
01-2003
Skills
Collaboration With Industry Leading Partners And Vendors
- 24]7.ai
- Amelia (IPsoft)
- Aon Hewitt
- Calabrio/Teleopti
- Condado Group
- DASH BPO
- Deloitte
- First Orion
- HCLTech
- IBM
- Kore.ai
- McKinsey & Company
- Mercer
- Mobile Messaging Solutions (MMS)
- Nuance Communications
- Omilia
- One Reach
- RingCentral
- Salesforce
- Skybox Communications
Degree
MBA
Awards
- Marriott Vacations Worldwide – Sales & Marketing Operations Leadership Award
- 2015
- 2016
- 2017
Technology And Tools
- Microsoft Office Suite (all)
- NICE/inContact | NICE CXone | IEX | Qfiniti
- Website Design (basic HTML) | Snip It | Adobe Acrobat
- SharePoint | M.O.O.D. | OTM/Universe CRM | Orion
- Genesys | Salesforce CRM | EMPOWER | RingCentral
- TrueVoice (Quality & Voice Analytics) | Email Marketing Platforms
Academic And Professional Qualifications
- Internships (2002 – 2003): Business Development Committee Member at Boys and Girls Club of Alachua County; Publicity Assistant at St. Francis House; Business Development at Hospice of North Central Florida; Student Researcher at United Way of Alachua County
- Bachelor of Science in Public Relations, University of Florida (2003) — Member of the Public Relations Student Society of America (PRSSA)
- Master’s in Business Administration (MBA), Kaplan University (2013) — 3.8 GPA
- Ongoing executive leadership, sales operations, and management training
- Certified and advanced user experience with NICE CXone, IEX, Workday, CRM platforms
Timeline
Director of Sales Operations & Marketing
Marriott Vacations Worldwide
10.2021 - Current
Assistant Sales Manager
Marriott Vacation Club
06.2014 - 01.2016
Sales & Operations Manager
Marriott Vacation Club
01.2014 - 10.2021
Associate Director of Admissions
Kaplan University
01.2007 - 06.2014
Conference Producer
Institute of Validation Technology
01.2005 - 01.2007
Information Technology - Technical Recruiter
Oxford Global Resources
01.2004 - 01.2005
Master’s in Business Administration (MBA) -
Kaplan University (Purdue Global)
Bachelor of Science - Public Relations
University of Florida