Jordan Lopez
Lyndhurst,NJ
Summary
Customer Experience & Operations Manager with 6+ years of experience leading high-touch client programs across luxury events, weddings, and VIP verticals. Proven track record of scaling outsourced teams, owning escalations and billing operations, and driving retention through white-glove service delivery. Known for building scalable processes in fast-growth environments, increasing event revenue from $20–50K/month to $150K+/month, and delivering measurable improvements in CSAT, NPS, and repeat enterprise partnerships.
Overview
9
9
years of professional experience
Work History
Client Experience & Operations Manager
Glamsquad
New York, New York
02.2024 - Current
- Lead client experience and operational strategy for events, weddings, VIP, and enterprise verticals, owning the full lifecycle from lead intake through execution, billing, and retention.
- Serve as primary escalation manager for high-stakes client issues, resolving complex service failures while preserving brand trust and driving long-term loyalty.
- Scaled monthly event revenue from $20–50K to $150K+ by improving proposals, pricing models, and cost structures for large-scale events and brand partnerships.
- Directed execution of national luxury brand activations including Van Cleef & Arpels, Cartier, and Chanel, providing on-site coordination and end-to-end operational oversight.
- Built and scaled a 30-person outsourced CX team (from 8–10), owning onboarding, training, QA, and performance management across global operations.
- Owned billing, invoicing, payment reconciliation, and contractor payouts for events and weddings, ensuring accurate close-out and timely remittance.
- Partnered cross-functionally with Sales, Ops, Product, and Talent teams to improve service delivery, repeat enterprise partnerships, and year-over-year brand retention.
Client Experience Associate
Glamsquad
New York, New York
05.2022 - 01.2024
- Delivered white-glove support to VIP clients, enterprise partners, and high-value bookings, maintaining 98%+ satisfaction across high-touch accounts.
- Acted as a trusted escalation point during peak demand periods, frequently converting negative experiences into retention wins.
- Improved macros, SOPs, FAQs, and escalation workflows, reducing resolution time and contributing to higher CSAT, NPS, and review volume.
- Supported logistics and coordination for brand activations and corporate events, partnering closely with Ops and Talent teams.
- Flagged recurring UX and operational pain points, contributing insights that informed platform and process improvements.
Emergency Medical Technician
New Jersey Sports And Exposition Authority
Rutherford, New Jersey
05.2017 - 05.2023
- Provided emergency medical care and critical decision-making in high-pressure environments, prioritizing safety, accuracy, and clear communication.
- Developed strong crisis management and escalation skills transferable to high-stakes client and operational leadership roles.
Operations Associate
Zeel Networks Inc.
New York, New York
03.2018 - 01.2023
- Supported customer success and operations for a marketplace platform, improving coordination between Sales and Ops teams and increasing retention by ~20%.
- Assisted with billing, scheduling, and platform troubleshooting, reducing service disruptions and improving customer satisfaction.
- Contributed to upsell and outreach initiatives that increased annual membership conversions by ~10%.
Education
Bachelor of Arts - English And Creative Writing
George Washington University
Washington, District of Columbia, DCSkills
Customer Experience & Retention
Client Lifecycle Management, VIP & Enterprise Client Support, Escalation Management, Service Recovery, Customer Satisfaction (CSAT), Net Promoter Score (NPS), Retention Strategy, Revenue Growth Initiatives, On-Site Event Coordination
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Billing & Financial Operations
Client Billing & Invoicing, Payment Reconciliation, Vendor & Contractor Payments, Rate Negotiation, Financial Close-Out, Dispute Resolution
Operations & Process Optimization
Operational Strategy, SOP Development, Workflow Optimization, Process Scaling, SLA Management, Knowledge Base & Macro Optimization, Cross-Functional Operations, Outsourced Team Management, Hiring & Onboarding, Training Programs, QA & Performance Management, Workforce Planning
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Tools & Platforms
Zendesk, Gorgias, CRM Systems, CMS Platforms, Google Workspace, Slack
Timeline
Client Experience & Operations Manager
Glamsquad
02.2024 - Current
Client Experience Associate
Glamsquad
05.2022 - 01.2024
Operations Associate
Zeel Networks Inc.
03.2018 - 01.2023
Emergency Medical Technician
New Jersey Sports And Exposition Authority
05.2017 - 05.2023
Bachelor of Arts - English And Creative Writing
George Washington University