Jordan Freking Email & Phone Number

Mexico City, Mexico

Mexico City, Mexico

• Conducted root-cause/gap analysis to implement initiatives that allowed associates to meet the 24 to 48-hour case-work SLAs in addition to being able to meet Expedia's goals of 85% Partner Satisfaction and Associate.
• Drove continuous process improvements to prevent external financial leakage and internal operational confusion
• Excelled in the level of project quality and timeliness via excellent stakeholder management in concurrent JIRAs
• Facilitated the successful adoption of changes throughout Expedia via multilingual trainings on topics ranging from compliance with non-discriminatory content laws to software updates for new strategic imperatives
• Proactively analyzed surveys and data found in Salesforce and Tableau to identify areas for continuous improvement
• Maintained a global process knowledge base and acted as the subject matter expert to improve operational KPIs

Mexico City, Mexico

• Proactively anticipated needs and identified opportunities using Salesforce, Tableau and SQL to decrease operational costs and inefficiencies, striving to incrementally move the needle by as little 2%
• Provided operational guidance to associates handling advanced cases, calls and chats, ensuring high-quality service across all of Latin America and the Caribbean
• Managed multiple top-down projects simultaneously, demonstrating strong organizational and prioritization skills

Mexico City, Federal District, Mexico

• Recognized as a top performer for partner satisfaction (96%) and associate effort (95%) in 2021
• Onboarded and assisted partners in Spanish, English, German, and Portuguese
• Ensured product competitiveness by optimizing 100% of the content to meet Expedia’s global standards
• Conducted multilingual training sessions on how to effectively use Expedia’s tools and platforms

Mexico City Area, Mexico

• Functioned as a general consultant for communications (emails, social media, etc.)
• Followed up on networking opportunities for joint business ventures
• Helped in the development of Frank’s most recent book.

Tampico Area, Mexico

• Achieved a perfect quality audit score in 2016 and 2017
• Berlitz Tampico received the second highest quality audit score in the Americas in 2016
• Supervised up to 20 instructors providing leadership and support to ensure effective classroom instruction
• Ensured the delivery of exceptional customer experiences via periodic counseling sessions
• Successfully met all KPIs while still prioritizing excellent customer service and client satisfaction

Tampico, Tamaulipas, Mexico

• Instructed students from diverse backgrounds in the English language using the renowned Berlitz Method, employing immersive techniques to enhance language acquisition and fluency.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

The Quantic School of Business and Technology offers an independent, licensed, on-line MBA degree through an intensive 7 month course. The.

Bachelor'S Degree, American Studies And Latina/O Studies

Activities and Societies: The Ephlats, President 2011-2012 Student Clerk in the Williams College Mail Room.

Migration And Globalization: Engaging Our Communities

Study Abroad in Cuernavaca, Morelos, México