Jordan Rosenberg
Blueprint Staffing
Dallas,TX
11
years of professional experience
Customer experience and operations leader with 10+ years of experience building teams, developing processes, and improving employee and customer experiences. Experienced in fast-growth environments where workflows, training programs, service standards, and performance measurements must be built from the ground up. Skilled at turning business needs into practical systems that improve consistency, accountability, and team performance.
Work History
Chief Operating Officer
1 Year 7 Months- Lead daily operations, team development, processes, and customer service standards.
- Build and standardize workflows, procedures, and documentation to improve efficiency and accountability.
- Develop onboarding, training, and performance expectations for employees and managers.
- Coach team members on customer communication, service delivery, workflow execution, and professional development.
- Partner with company leadership to improve staffing fulfillment, internal communication, client satisfaction, and business growth.
- Identify gaps and implement practical solutions across recruiting, employee placement, client service, billing support, and internal operations.
- Support client relationships, service follow-up, planning, and cross-functional coordination.
Customer Service Manager
2 Years 4 Months- Scaled and managed a customer service team from 4 to 18 employees in a fast-growth, startup-style environment.
- Hired, onboarded, trained, and developed 18+ customer service professionals.
- Led the highest-performing of three global customer service teams, with the team handling approximately 87% of the customer service workload.
- Maintained customer email response times of less than 12 hours across international markets and time zones.
- Built foundational workflows, service standards, escalation procedures, and early performance measurements where formal systems had not yet been established.
- Created coaching and performance practices to improve employee consistency, accountability, and service quality.
- Partnered with global and cross-functional teams to resolve recurring customer concerns and improve service operations.
Lead Training Expert, CS
1 Year 3 Months- Designed and delivered structured onboarding and training programs for new customer service employees.
- Created training materials, workflow documentation, service guidelines, and employee resources from the ground up.
- Established quality-review standards to improve consistency across customer interactions, leading the team's average KPI from 3.3 to 4.9.
- Coached employees and team leaders on communication, product knowledge, problem resolution, and service expectations.
- Partnered with leadership to identify performance gaps and develop targeted training solutions.
- Helped build the training and quality foundation needed to support a growing global customer service team.
Customer Service Agent
5 Years 4 Months- Delivered personalized customer support across multiple communication channels.
- Resolved customer concerns while maintaining brand, quality, productivity, and customer satisfaction standards.
- Consistently met customer service and performance expectations.
- Earned multiple promotions into training, quality, management, and operations leadership roles.
Skills
Customer Service Operations
Process Improvement
SOP Development
Workforce Planning
Performance Management
Quality Assurance
Training & Onboarding
Team Leadership
Cross-Functional Collaboration
Salesforce
Customer Experience
Timeline
Chief Operating Officer
Blueprint Staffing
01.2025 - CurrentRead More
Customer Service Manager
Suitsupply
08.2022 - 12.2024Read More
Lead Training Expert, CS
Suitsupply
05.2021 - 08.2022Read More
Customer Service Agent
Suitsupply
01.2016 - 05.2021Read More