Jordan Hooker Email and Phone Number
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Are you an early-to-mid stage startup Striving to build a dynamic customer support program? One of your customers' dreams?-But unsure how your support team will handle growth?-And wondering how to make your support team a driver of improvement instead of a cost center?I've been in your shoes...I led support through Series A to Series D, with exponential growth in customers and ticket volume (and a global pandemic thrown in for even more complexity).I know the pressures of having to:-Reshape team and company culture to make your support team the trusted experts of your customers.-Build a tech stack that drives efficiency for your team, without sacrificing quality delivery. 🗺️ I learned there's a better way. There is a roadmap to success....💭 What if you could build the customer support program of your customers' dreams?⚡️Empower your support team to become experts on your customers?🪨 Lay the foundation needed for success at each step of the journey?📈 Drive customer satisfaction through the roof?💵 +🤩 And what if you could do all of this without breaking the bank OR your support team? I call it High-Q Support - High-Quality & High-Intelligence.It's a program that helps you:-Build and develop a team of customer support experts.-Streamline customer communications across multiple channels.-Optimize technology to function as an asset for the support team's success.-Design and implement an analytics program that gives an expanded view to individual and team performance, beyond core metrics.-Elevate your customer support team to drive organization wide improvements.Ready to stop spinning you wheels and build a dynamic customer support program?Click Book an Appointment above to set up a free, 30-minute Support Program Assessment.
Axuall
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Manager, Customer SupportAxuall May 2024 - PresentCleveland, Ohio, Us
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Principal ConsultantTavolo Consulting Jan 2024 - PresentHelping startups build dynamic customer support programs that scale by:-Building and developing a team of customer support experts.-Streamlining customer communications across multiple channels.-Optimizing technology to function as an asset for the support team's success.-Designing and implementing an analytics program that gives an expanded view to individual and team performance, beyond core metrics.-Elevating your customer support team to drive organization wide improvements. -
Senior Cx Program ManagerApplied Value Technologies May 2023 - Jan 2024Boston, Ma, UsLed design and implementation of Customer Experience Programs, including Voice of the Customer, Customer Service Training, Ticket Handling Quality, and other improvement initiatives, to deliver a superior experience to customers.Highlights:-Designed and launched AVT's first Customer Satisfaction survey, resulting in a 53% response rate and baseline CSAT score/action items to inform upcoming improvement efforts.-Led AVT's front-line teams through Empathy Mapping exercises, resulting in increased understanding of the customer experience and the initiation of improvement activities to up level AVT's service delivery quality.-Championed AVT's Ticket Handling Quality program, to assess communication and handling quality, and drive individual and team improvements. -
Senior Manager, Customer SupportNoyo Sep 2022 - Feb 2023San Francisco, California, Us -
Manager, Customer SupportNoyo Dec 2021 - Sep 2022San Francisco, California, UsDirected day-to-day operations for insurance carrier and benefit administration platform support. Fostered collaborative efforts through operations and the wider organization to improve customer experience. Overhauled support delivery through Zendesk implementation, service level agreement updates, and integration with internal tools. Monitored and verified HIPAA compliance across the operations organization. Highlights: -Secured leadership support and executed transition from Salesforce Service Cloud to Zendesk, generating $50k in annual savings.-Drove 15% reduction in Average Handle Time through improved processes and tools.-Coached eight fully remote direct reports through various scenarios, including process improvement, project management, escalation resolution, and career development.-Pioneered Noyo’s first support customer satisfaction survey and quality assurance programs.
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Co-Owner / Bread GuyD & J Baking Co. Aug 2020 - Dec 2021 -
Manager, Customer ExperienceBooster Fuels Sep 2018 - Nov 2021San Mateo, California, UsResponsible for the oversight of all customer support operations for both direct-to-consumer and fleet customers, including leading team of seven in-person and remote support associates. Ensured cross-functional alignment with operations, account management, sales, finance, and policy to ensure seamless, high-quality support at all stages of the customer lifecycle. Facilitated new product, feature, and process development roll out for internal teams in collaboration with product/engineering and learning/development teams.Highlights:-Drove 60% reduction in Average Handle Time.-Secured $10k annual reduction in SMS communication cost, with increased deliverability rates.-Oversaw 8% YoY increase in 5 Star CSAT scores.-Created and championed fleet service alerts program from pilot to fully automated solution across full customer base, reducing weekly account and vehicle misses. -
Customer Success ManagerCa Technologies Jun 2016 - Sep 2018San Jose, California, UsDrove customer adoption and success with CA Technologies solutions within Enterprise Tier 2 and Commercial account segments. Acted as an internal advocate across CA businesses to ensure the appropriate resources were engaged to address specific product obstacles impeding customers' adoption. Promoted renewal readiness efforts by documenting licensed technology, customer owners, and usage status to share with account team members as necessary for license agreement renewal. Coordinated adoption-enhancing activities to mitigate any identified risk. -
Manager Of Customer ServiceYourcause Oct 2014 - Apr 2016Plano, Texas, UsManaged all customer service department functions. Hired, trained, and coached in-person team of nine resolution leads and customer service specialists. Primary point of contact for escalations from both customers and non-profit organizations. Collaborated with leads from account management, technical, and processing teams to improve internal and external processes.Highlights:-Drove 40% reduction in Average Handle Time.-Oversaw implementation of Zendesk self-service features. -
Customer Service SpecialistYourcause Jun 2014 - Oct 2014Plano, Texas, UsProvided high-quality customer support to clients as well as non-profit organizations through email, chat, and phone. Researched and developed processes to improve customer and non-profit user experiences online. Assisted Account Managers with support requests from client partners.
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Associate, Customer SupportIdonate.Com Feb 2013 - Mar 2014Dallas, Texas, UsEstablished and maintained productive client relationships regarding marketing resources. Customized marketing campaigns to better meet individual client needs. Wrote and maintained a methods and procedures manual for customer support associates. Developed and presented Donor Behavioral Profiles to identify trends and communicate behavior of donors. Managed incoming client technical support tickets. -
Adjunct Instructor Of Music HistoryVisible Music College Aug 2012 - Dec 2012Memphis, Tn, Us
Jordan Hooker Skills
Jordan Hooker Education Details
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The University Of MemphisMusic History
Frequently Asked Questions about Jordan Hooker
What company does Jordan Hooker work for?
Jordan Hooker works for Axuall
What is Jordan Hooker's role at the current company?
Jordan Hooker's current role is Helping startups build dynamic customer support programs | Principal Consultant @ Tavolo Consulting | Host of the Table Service Podcast | Support @ Axuall.
What is Jordan Hooker's email address?
Jordan Hooker's email address is jo****@****ail.com
What is Jordan Hooker's direct phone number?
Jordan Hooker's direct phone number is (800) 225*****
What schools did Jordan Hooker attend?
Jordan Hooker attended The University Of Memphis.
What skills is Jordan Hooker known for?
Jordan Hooker has skills like News Writing, Reporting, Marketing, Integrated Marketing, Nonprofits, Fundraising, Teaching, Email Marketing, Salesforce.com, Proofreading, Leadership, Customer Service.
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