Open to opportunities

Jordan Patch

@jordanpatch

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Dynamic Customer Experience and Operations Leader with 17+ years of success.

United States

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What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for team leadership and operational improvement.

I am a dynamic Customer Experience and Operations Leader with over 17 years of proven success in enhancing customer service excellence and streamlining operations. My expertise lies in building and scaling support functions, optimizing training programs, and leveraging data-driven insights to align business strategies with customer needs. I pride myself on fostering a customer-first culture and driving measurable improvements across organizations.

In my most recent role as Director of Support at HealthSherpa, I built and scaled high-performing teams, achieving a remarkable 4.9/5 CSAT and a 25% increase in sales within just six months. I implemented process efficiencies that significantly improved response times and revamped new hire training, reducing onboarding time by 50%. My collaborative approach led to cross-functional partnerships that enhanced service delivery and resolved customer pain points effectively.

Throughout my career, I have consistently focused on customer satisfaction and operational excellence. From developing customer service transformation strategies to launching successful Amazon Marketplace initiatives, I have a track record of driving growth and improving retention. I am passionate about leading teams to success and continuously seeking ways to enhance the customer experience.

Experience

Work history, roles, and key accomplishments

Current

Director of Support

Current

HealthSherpa

Sep 2019 - Jan 2025 (5 years 4 months)

Built and scaled high-performing teams across support, sales, and quality assurance, achieving a 4.9/5 CSAT and 83 NPS. Implemented process efficiencies, reducing chat response to under 15 seconds and email response to under 45 minutes. Revamped new hire training, reducing onboarding time by 50%, and developed a Customer Success strategy that improved retention and contributed to 150% growth over

Customer Experience Team Leadership Process Optimization Data Analysis Training Development Cross Functional Collaboration Customer Success Sales Growth Performance Metrics

Broker Support Manager

HealthSherpa

Sep 2019 - Jan 2020 (4 months)

Expanded team from 5 to 25 within 10 months, improving customer engagement and retention. Integrated sales and support functions, driving a 40% increase in product adoption. Launched an external customer training series, hosting webinars with 400–1,000 attendees.

Customer Engagement Sales Integration Training Development Customer Retention

Director of Customer Service

Ribbons Galore

Feb 2017 - Jul 2019 (2 years 5 months)

Developed a customer service transformation strategy, enhancing operational efficiency and standardizing service quality. Created an onboarding playbook, reducing training time from six weeks to two weeks, and managed an Amazon third-party sales platform, increasing overall company revenue by 25%.

Onboarding Revenue Service standards

Customer Service Manager

Headsets.com

Jan 2007 - Feb 2017 (10 years 1 month)

Maintained a 98% live answer rate, achieving a 48:1 ratio of perfect 5/5 CSAT scores. Led a multi-location team, implemented service policies, and contributed to $1M weekly sales milestones.

Live Answer Rate CSAT Sales Policy Implementation

Amazon Marketplace Manager

Headsets.com

Jan 2007 - Feb 2017 (10 years 1 month)

Launched and scaled an Amazon business, generating $4M in revenue in 2015. Drove 5,000+ verified product reviews, optimizing product listings and pricing strategies to enhance market positioning and conversions.

Revenue Optimization Pricing Strategy Product Reviews