Jordan Patch
Auburn,USA
Summary
Experienced in Customer Service Management, Customer Success, and change management for remote and in-person teams. Dynamic and team-oriented professional with a focus on achieving operational excellence, driving process improvement, fostering employee engagement, and building strong teams. Well-prepared to ensure customer success through effective support strategies and efficient team management. Reputation for creating a collaborative environment that consistently delivers results. Excellent in conflict resolution and process optimization, with a strong emphasis on adaptability and reliability.
Overview
18
18
years of professional experience
Work History
Director of Support
HealthSherpa
07.2021 - 01.2025
- Led a team of 5 senior-level managers who work as a cross-functional team to supervise diverse teams handling upwards of 100,000 B2B, and D2C service and support interactions yearly through phones, online chat, and emails
- Migrated all company contact and phone, email, live chat systems to a cloud-based contact center solution
- Created a new IVR automation experience for Customers helping them get to a live person faster
- Implemented new chatbot to handle surface level Customer interactions
- Developed an innovative new hire training program, for remote staff which included virtual training in a google classroom environment
- Created a new digital knowledge base ensuring accuracy and proficiency for all team members
- Annually orchestrated the scaling of our call center operations to a team of over 200 during peak business periods, optimizing resource allocation and productivity
- Created a team focused on performance management and training development, significantly enhancing workflows, customer service delivery and customer satisfaction ensuring we made data-driven decisions from customer insights
- Developed a professional development program and mentored several team members who have ascended to upper management positions, contributing to the company's talent pipeline and succession planning in the startup sector
- Maintained stakeholder collaboration with the product development team on new strategic initiatives, and product roadmap to ensure knowledge sharing and customer problem solving
- Led an initiative to develop a team for Outbound Medicare Telesales team which is now in its third year and successful
Broker Support Manager
HealthSherpa
09.2019 - 07.2021
- Transformed the performance of an underperforming customer-facing team with strategic leadership by Implementing best practices, new analytics tools and performance report standards to monitor and assess key metrics and identify areas for process optimization
- Pioneered organizational change with the development of result-oriented team culture, customer advocacy standards, and recruitment processes, successfully building a highly skilled team able to manage competing priorities
- Used creative solutions to transition from in-person to fully remote operations as well as a cross country expansion during the pandemic, ensuring a seamless shift and maintaining operational efficiency and attention to customer needs and continued teamwork
- Developed a Customer Feedback and Customer Experience Survey program to leverage customer data to ensure continuous improvement in our Customer relationships, and customer support services
- Introduced new performance measurement program to track Key Performance Indicators (KPI), performance metrics, and service level agreements, securing team accountability and fostering a culture of continuous improvement and a focus on quality in a dynamic startup environment
- Result was 150% business growth in 2 years
Director of Customer Service
Ribbons Galore
02.2017 - 07.2019
- Managed company operations within the customer service unit including team management, sales, support, forecasting, scheduling and interviewing and hiring
- Completed a program to develop training for new hire onboarding and company handbook
- Created new customer service standards and sales metrics to measure and analyze productivity and customer satisfaction
- Created an Amazon 3rd party retail sales platform which generates significant additional revenue growth
- Launched Ribbons Now as a subsidiary of Ribbons Galore which became an additional source of revenue
- Performed weekly check-ins with team members communicating victories, development opportunities, time management and action items for increased performance
Amazon Marketplace Manager
Headsets.com
05.2015 - 02.2017
- Managed all aspects of the Amazon platform account management, customer engagement, HTML product listing presentations, content creation retail pricing, review acquisition, shipping software budget, shipping accuracy, sales growth strategy, marketing and profit
- Launched the private label Leitner Headsets brand through Amazon's platform
- Led all strategic plan development for new product launches and ensured timeliness in order processing time frames and costs
- Triaged underperforming product listings
Customer Service Manager
Headsets.com
01.2007 - 05.2015
- Effectively managed a team of 25 across 2 locations, one being remote
- Teams consisted of Customer Service, Sales, Technical Support and professional services
- Led the team to a 48 : 1 Excellent to Non Excellent CSAT survey result for an entire year
- Consistently maintained a 98% live answer
- Conducted weekly 1/1 coaching and training sessions to provide feedback focused on best practices, listening, verbal and written communication skills, and increased customer support
- Result was an increase in sales of $4 Million in 2014
Education
Bachelors - Communications
Southern New Hampshire University
06.2015
Skills
- Experienced with Microsoft Office Applications
- NICE CX One Proficiency
- Mac OS Proficiency
- Google Workspace Proficiency
- Analytical Decision Making
- Workforce Development
- Stakeholder Engagement
- Cross-Functional Teamwork
- Analytical Problem-Solving
- Staff Development
- Effective Team Building
- Customer Retention Strategies
Languages
English
Native or Bilingual
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
Bachelors - Communications
Southern New Hampshire University
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