Summary
Overview
Work History
Education
Skills
Timeline
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Jordan Patch

Auburn,USA

Summary

Results-driven Director of Support with a strong history of enhancing customer service through innovative strategies and data-driven decision-making. Known for strategic problem-solving and team development, consistently achieving an impressive 83 NPS over two years. Proven expertise in optimizing support operations while scaling processes to ensure exceptional service quality and client retention. Committed to leveraging insights for continuous improvement in customer satisfaction.

Overview

18
18
years of professional experience

Work History

Director of Support

HealthSherpa
Sacramento, CA
07.2021 - 01.2025
  • Led a team of five senior managers handling 100,000 service interactions annually, optimizing response efficiency through a cloud-based system migration.
  • Developed a virtual training program, enhancing new-hire onboarding and knowledge retention.
  • Scaled call center operations to 200 agents during peak seasons, improving service delivery.
  • Implemented process automation tools like chatbots or AI-driven solutions.
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Maintained a 4.9 out of 5 CSAT score on all customer communication channels for three years running.
  • Maintained an 83 NPS for two consecutive years.
  • Led weekly team meetings to communicate business updates and review team performance.
  • Identified trends in customer issues and collaborated with software development teams to resolve them quickly.

Broker Support Manager

HealthSherpa
Sacramento, CA
09.2019 - 07.2021
  • Developed a new team framework from scratch.
  • Recruited, trained, and managed a team of customer service representatives.
  • Fostered positive and inclusive team culture for support staff.
  • Designed and implemented a comprehensive system for tracking customer inquiries, complaints, and resolutions.
  • Maintained relationships with key stakeholders across multiple business units.
  • Identified trends in customer issues and collaborated with software development teams to resolve them quickly.
  • Conducted regular performance reviews and provided constructive feedback to team members.
  • Organized and supervised the work of support staff, including hiring, training, scheduling, and performance management.
  • Ensured compliance with relevant laws, regulations related to data privacy and security.
  • Led weekly team meetings to communicate business updates and review team performance.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.

Director of Customer Service

Ribbons Galore
Roseville, CA
02.2017 - 07.2019
  • Developed and implemented procedures pertinent to successful and efficient operation of sales and customer service department.
  • Implemented new technologies such as live chat software to improve customer experience.
  • Answered questions from customers by phone and email, offering company details, and policy information as requested.
  • Assisted customer service representatives in troubleshooting orders requiring special handling.
  • Recruited and trained new employees to meet job requirements.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Measured and tracked KPIs to enhance customer experience and improve customer retention.
  • Recruited, trained, and managed a team of customer service representatives.
  • Created an Amazon third-party sales platform to expand the company's reach.

Amazon Marketplace Manager

Headsets.com
San Francisco, CA
05.2015 - 02.2017
  • Developed pricing strategies to ensure competitive positioning within the marketplace.
  • Analyzed sales data to determine areas of improvement for future campaigns.
  • Composed descriptions of merchandise for posting to online storefronts, auction sites and other shopping Web sites.
  • Researched and identified potential suppliers for sourcing new items.
  • Built successful online business from ground up, collecting capital, setting up online presence and managing customer interactions.
  • Managed inventory levels across multiple channels including Amazon FBA, eBay, Walmart.com.
  • Created product listings, optimized titles, descriptions, bullet points and images for maximum visibility on search engine results.
  • Added an additional $4M in Revenue in 2015

Customer Service Manager

Headsets.com
San Francisco, CA
01.2007 - 05.2015
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
  • Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
  • Performed sales consultations and educated clients on products and services.
  • Created and presented monthly reports to management on sales performance.
  • Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.

Education

Bachelor of Arts - Communications

Southern New Hampshire University
Hooksett, NH
06-2015

Skills

  • Staff development
  • Stakeholder management
  • Innovation and creativity
  • Data-driven decision-making
  • Technical support understanding
  • Customer service understanding
  • Performance evaluations
  • Cross-functional collaboration
  • Team development
  • Customer service expertise
  • Client retention
  • Verbal and written communication
  • Performance management
  • Support services
  • Staff training
  • Quality assurance

Timeline

Director of Support

HealthSherpa
07.2021 - 01.2025

Broker Support Manager

HealthSherpa
09.2019 - 07.2021

Director of Customer Service

Ribbons Galore
02.2017 - 07.2019

Amazon Marketplace Manager

Headsets.com
05.2015 - 02.2017

Customer Service Manager

Headsets.com
01.2007 - 05.2015

Bachelor of Arts - Communications

Southern New Hampshire University

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Jordan Patch