Summary
Work History
Education
Skills
Certification
Timeline
Generic

Jordan LeClaire

Systems Administrator
Vancouver,WA

Summary

Accomplished professional well-known for successfully taking Customer Relationship Management projects from beginning stages to completion. Polished and professional offering proficiency in Zendesk Administration. Commended for consistently meeting new technical challenges and finding solutions to satisfy customer needs. Dedicated to offering transformative and revitalizing support for ever-changing requirements.

Work History

Zendesk Consultant

The Oncology Institute Of Hope And Innovation
Vancouver, WA
07.2022 - 11.2022
  • Analyzed the business to provide User Access Management recommendations and solutions.
  • Collaborated with teams to define, strategize and implement a new User Access Management system.
  • Improved hiring practices, employee onboarding and user compliance management systems to facilitate success of client's organization.

Zendesk Administrator

Discovery, Inc
11.2021 - 04.2022
  • Managing the customer support experience using Zendesk Support, Chat, Guide and Explore
  • Provided support for the discovery+ streaming service, Magnolia Network's programming and retail operations, Discovery Internal Corporate Communication, Programming/Brand Support (Food Network, TLC, Science Channel, etc.)
  • Improved agent experience and work force management experience by Integrating Discovery's existing instance of Zendesk Support with Nice CXone
  • During our integration I acted as the Zendesk Product Expert to assist both my internal team as well as our 3rd party partners
  • Decommissioned Zendesk Live Chat and implemented Ada Chatbot and Nice Live Chat on our Zendesk Guide help center.

Product Manager / Clover Product Expert

Fiserv / Clover Network, Inc
05.2019 - 10.2021
  • Primary omnichannel Zendesk administrator supporting our Customer Engagement suite of apps
  • Developed Clover's Customer Engagement suite of apps, including product discovery, design, testing, deployment, and support.
  • Analyzed metrics to measure product performance.
  • Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies.
  • Liaised with clients to better understand business needs and current market landscape.
  • Managed Fiserv's live chat program that provided consultants with access to live Pre-Sales support from myself and other Clover Product Experts.
  • Worked cross functionally with Product, User Research & Merchant Outreach teams to design, develop, and execute outbound user research projects
  • Compile and analysis merchant outreach program research results to bring about benefits for the product, business, and users.

Customer Support Agent, Inventory Manager, Operations Specialist

Earth Class Mail
Beaverton, OR
12.2016 - 03.2019
  • Used Zendesk to provide primary customer support to internal and external customers.
  • A dedicated point of contact for high-value user/account management
  • Provided an effortless customer experience, creating valuable customer relationships and providing technical software support
  • Created and documented standard operating procedures for the newly created inventory management role
  • Responsible for managing, tracking and auditing our primary mail processing facility and systems.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.

Corporate Research Analyst

DiscoverOrg
Vancouver, WA
05.2015 - 07.2016
  • Performed outbound mid-market IT research primarily through outbound phone calls and online resources.
  • Collected, validated and corrected research data to create representative spreadsheets and charts highlighting results for presentations.
  • Developed macros, special formulas and other actions to produce reliable and consistent research results.

Education

Bachelor of Arts - Digital Technology & Culture

Washington State University
Pullman, WA
08.2008 - 12.2012

Skills

    Project Management

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Certification

Certified Zendesk Support Administrator, Zendesk (2019-2023) https://www.credly.com/badges/b6be513b-3edf-45f5-a68b-ab65af1f2f98

Timeline

Zendesk Consultant

The Oncology Institute Of Hope And Innovation
07.2022 - 11.2022

Zendesk Administrator

Discovery, Inc
11.2021 - 04.2022

Product Manager / Clover Product Expert

Fiserv / Clover Network, Inc
05.2019 - 10.2021

Customer Support Agent, Inventory Manager, Operations Specialist

Earth Class Mail
12.2016 - 03.2019

Corporate Research Analyst

DiscoverOrg
05.2015 - 07.2016

Bachelor of Arts - Digital Technology & Culture

Washington State University
08.2008 - 12.2012

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Jordan LeClaireSystems Administrator