Summary
Overview
Work History
Education
Skills
Timeline
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Jordan Woods

Nashville,TN

Summary

Adept at multitasking in fast-paced environments to solve customer problems by developing and implementing successful solutions based on business requirements and customer needs. Looking to grow professionally alongside an expanding team and wonderful company.

Overview

10
10
years of professional experience

Work History

League Growth Manager - National Associations

RCX Sports
01.2024 - Current

Customer Service Manager

RCX Sports
08.2022 - 12.2023
  • Supervised a team and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Managed the customer service team overseeing all MLS GO, NFL FLAG, Jr NBA Leagues, NHL Street leagues
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Created and reviewed invoices to confirm accuracy.
  • Assisted with pricing questions, inventory availability, and changes to existing order and shipping information.
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • Tracked delivery goals and developed improvement plans to correct deficiencies.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution through Salesforce.

Customer Service Coordinator - NFL FLAG

RCX Sports
02.2020 - 07.2022
  • Took ownership of customer issues and followed problems through to resolution.
  • Reviewed submitted documents to check compliance and enforce recordkeeping policies.
  • Wrote and proofed orders to reflect proper pricing and discounts.
  • Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Maintained and managed customer files and databases.
  • Developed innovative and creative sales pitches to expand prospect understanding of company.
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
  • Educated clients on new products or services to increase customer engagement with brand.

Program Coordinator - NFL FLAG

USA Football
09.2018 - 01.2020
  • Provided support to over 1500 NFL FLAG leagues across the United States through overseeing order fulfillment and world class customer service
  • Oversaw the approval of customer insurance and trademark requests
  • Collected customer feedback to make website updates
  • Maintained and managed customer files and databases.
  • Operated NFL FLAG Regional and National tournaments
  • Recorded account information through a CRM to open new customer accounts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collaborated with Marketing and Content Department to make recommendations on updates to customer resources
  • Produced custom reports for NFL Clubs
  • Informed customers of upcoming promotions and deals to boost sales.

Coordinator, Member Experience

USA Football
06.2018 - 09.2018
  • Served as a account manager for youth football organizations is the midwest region
  • Proactively reached out to customers to facilitate product usage and collect feedback
  • Conducted Youth Football coaching clinics

Intern - National Team

USA Football
03.2018 - 06.2018

Technician III - Event Services

Washtenaw Intermediate School District
04.2017 - 03.2018

Desktop Support Technician

Washtenaw Intermediate School District
07.2014 - 03.2017

Education

Some College (No Degree) - Organizational Leadership

University of Indianapolis
Indianapolis, IN

Undecided -

Purdue University
West Lafayette, IN

Skills

  • Resolution-oriented
  • Extensive phone, email and in-person customer service experience
  • Quick learner
  • Customer-oriented
  • Troubleshooting
  • Running detailed reports
  • Consulting
  • Event coordination
  • Customer Relationship Management Software (CRM)

Timeline

League Growth Manager - National Associations

RCX Sports
01.2024 - Current

Customer Service Manager

RCX Sports
08.2022 - 12.2023

Customer Service Coordinator - NFL FLAG

RCX Sports
02.2020 - 07.2022

Program Coordinator - NFL FLAG

USA Football
09.2018 - 01.2020

Coordinator, Member Experience

USA Football
06.2018 - 09.2018

Intern - National Team

USA Football
03.2018 - 06.2018

Technician III - Event Services

Washtenaw Intermediate School District
04.2017 - 03.2018

Desktop Support Technician

Washtenaw Intermediate School District
07.2014 - 03.2017

Some College (No Degree) - Organizational Leadership

University of Indianapolis

Undecided -

Purdue University
Jordan Woods