Jordan Larson
Holly,MI
Summary
A strategic technical consultant with experience in finding solutions and providing answers. Known for being a proactive and analytical problem solver. Is unafraid of giving ideas and opinions, but always approaching an issue with an open mind and listening ears.
Overview
7
7
years of professional experience
Work History
Business Intelligence Manager
Amare Global
05.2024 - Current
- Led the development of data-driven strategies to enhance operational efficiency within customer experience.
- Spearheaded the implementation of the Zendesk platform for global markets.
- Developed a central knowledgebase "Hub" for global markets to streamline B2C communications.
- Provided business solutions to a variety of corporate teams through the Zendesk platform.
- Built data pipelines using Kustomer, Dialpad, and Zendesk APIs to centralize reporting.
- Acted as an AI business consultant as Amare explored options with AI and how to answer business needs with it as a tool.
CE Business Analyst & Tech Admin
Amare Global
09.2022 - Current
- Acted as the in-house expert on the Kustomer and Dialpad platforms.
- Developed a standardized reporting system for measuring agent productivity and Customer Satisfaction
- Contact point for our partners at Kustomer and Dialpad
- Improved agent’s Kustomer and Dialpad experience with business rules, workflows, and special projects
- Built API adapters to connect Dialpad and Kustomer data to the SQL database
- Was important in informing business decisions for the Customer Experience team that lead to measurable improvements to CE SLAs
- Helped identify where certain teams could change processes to improve productivity (~150% increase)
- Worked with various departments to create Kustomer Forms that streamlined CE operations
- Acted as a liaison between Customer Experience and other departments in the organization (notably Information Technology)
Customer Service Rep, Quality Assurance Representative
Kyani inc, an Amare Company
03.2019 - 09.2022
- Worked phone queues for inbound calls (Spanish and English) in customer service
- Moved to Quality Assurance with new responsibilities of listening to representative calls and scoring them
- Worked with agent supervisors to set goals and create improvement plans
- Developed data trackers and reporting sheets for the QA program
- Lead a team of ~20 Customer Service reps, including training new reps
- Supervised the Kyani Fraud Prevention and Chargeback/Disputes department
BYU-I Tutoring Center
Brigham young university
01.2020 - 04.2022
- Behavioral Neurobiology, Health Psychology, Sensation and Perception - - Prepared students for exams, answered questions
- Customized individualized study plans for students
- Created practice quizzes and exams based on course material
- Data Science Lab Tutor - January 2022-April 2022 - Taught and answered questions pertaining to R coding to students in an open-lab format
BYU-I Lead Research Assistant
Brigham young university
04.2019 - 05.2020
- Worked closely for a PhD to do research on the social impact of Covid-19
- Delegated responsibilities to a team of 7 other RA’s
Education
Master's - Data Science
University of Denver
Denver, Colorado06-2026
Bachelor's - General Psychology
Brigham Young University Idaho
Rexburg, Idaho02.2021
Skills
- REST API
- Business Intelligence
- Data Science
- Data Wrangling
- Excel
- Fast Learner
- Microsoft Office
- Python
- R
- n8n
- Quality Assurance
- Qualtrics
- Sql
- Statistical Analysis
- Kustomer power user
- Dialpad power user
- Zendesk power user
- Inquisitive
LANGUAGES
English - Native
Spanish - Proficient
Timeline
Business Intelligence Manager
Amare Global
05.2024 - Current
CE Business Analyst & Tech Admin
Amare Global
09.2022 - Current
BYU-I Tutoring Center
Brigham young university
01.2020 - 04.2022
BYU-I Lead Research Assistant
Brigham young university
04.2019 - 05.2020
Customer Service Rep, Quality Assurance Representative
Kyani inc, an Amare Company
03.2019 - 09.2022
Bachelor's - General Psychology
Brigham Young University Idaho
Master's - Data Science
University of Denver
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