Jordan Nealy
Jonesboro,AR
Summary
Motivational leader and organizational problem-solver with invaluable supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Marigold
Nashville, TN
11.2021 - 12.2023
- Managed a book of ~65 B2B clients, assessing and mitigating churn risk, as well as identifying opportunities for contract growth and renewal
- Presented quarterly business reviews reviewing account performance and growth, clients' business and marketing goals, and new technologies, services, and products available to them
- Maintained regular communications via email and Zoom with my book of clients as a main point of contact, advocate, and technical resource, assisting in all areas my knowledge of our product allowed, as well as connecting the customer with other teams when necessary and/or applicable
- Built and cultivated strong relationships with various contacts within clients' businesses and kept track of company updates via direct communication, Google, and LinkedIn/Sales Navigator
- Trained clients on using new or newly purchased technologies and processes, and empowered them to educate and train their teams and departments
- Initiated and led collaborative efforts within my own team for the purposes of effectively communicating team needs and wants with our leadership, providing a safe and responsible space for the team to voice frustrations to the ends of working on solutions together
- Developed interdepartmental relationships, acting as point person for meetings between internal teams and facilitating conversations around product updates, customer challenges, feature requests, and opportunities for risk mitigation
Senior Technical Support Specialist
Marigold
Nashville, TN
07.2019 - 11.2021
- Continually trained and acted as a subject matter expert for Marigold's Emma product, as a reference for both customers and internal colleagues
- Assisted customers and colleagues in troubleshooting common, as well as complex and uncommon, technical issues within the platform
- Identified bugs within the platform and effectively communicated these with leadership and Dev/Engineering/Product teams for resolution
- Identified opportunities for feature requests and reported them to our Product team for consideration in future platform updates
- Managed and maintained internal reference database, including leading weekly collaborative meetings pooling my team's product knowledge and experiences to create the most accurate and up-to-date references
- Assisted our Content Writer with product knowledge, confirming processes and feature details, as well as common troubleshooting tips and customer FAQs to help give our customers the best resources available
- Acted as representative and collaborator in Marigold's IDEAs organization for promoting and maintaining Inclusion, Diversity, Equity, and Acceptance of all employees regardless of race, ethnicity, appearance, gender identity, sexual orientation, religious affiliation, or ability
Customer Support Representative
Asurion
Russellville, AR
05.2018 - 07.2019
- Assisted, on average, 50-60 customers per day to file, manage, and update credit card benefit claims
- Provided a warm and kind presence and expressed empathy for customers who were often going through subjectively difficult experiences resulting in the loss of property or finances
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Was recognized as a team leader and encouraging figure, doing my best to help us grow and succeed together
- Acted as an unofficial knowledge base, resource, and guide for my teammates in cases where next steps or processes were uncertain
Education
Some College (No Degree) - Vocal Music Education
Arkansas State University
State University, ARSkills
- Client Relations
- Customer Account Management
- Strategic Planning
- Training and Mentoring
- Strategic Communications
- Schedule Management
- CRM Software
- Proficient in SalesForce
- Proficient in Guru
- Proficient in ChurnZero
- Proficient in Guru
- Proficient in TextExpander
- Customer Needs Assessment
- Customer Relationship Building
- Customer Service
- Bilingual - English & Spanish (fluent)
- Interpersonal Communications
Affiliations
- Singer songwriter
- Voice actor
- Improv actor
- Photographer
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Success Manager
Marigold
11.2021 - 12.2023
Senior Technical Support Specialist
Marigold
07.2019 - 11.2021
Customer Support Representative
Asurion
05.2018 - 07.2019
Some College (No Degree) - Vocal Music Education
Arkansas State University
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