Open to opportunities

Madison Jording

@madisonjording

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Operations Analyst with a focus on process improvement and team development.

United States

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What I'm looking for

I am looking for a role that values process improvement and team development, where I can contribute to operational excellence and enhance customer experiences.

I am an Operations Analyst with a proven track record in streamlining workflows and enhancing client retention. In my current role, I successfully boosted client retention by 30% within four months by implementing effective process improvements. My ability to identify inefficiencies and resolve them using systems thinking has been pivotal in driving operational excellence.

In my previous roles, I have designed and led onboarding programs that cater to diverse learning styles, fostering a collaborative culture focused on continuous improvement. My experience in managing high-value client relationships has honed my empathetic communication skills, ensuring that I deliver solution-oriented support across various channels. I thrive in fast-paced environments, balancing multiple priorities while maintaining a positive and agile mindset.

Experience

Work history, roles, and key accomplishments

Current

Operations Supervisor

Current

Marsh McLennan

Sep 2025 - Present (4 months)

Maintain audit readiness through documentation control and compliance tracking, manage resource planning and workflow monitoring to sustain service levels, and lead escalations and stakeholder sessions to implement scalable operational improvements.

Operational Management Compliance Resource Planning Stakeholder Engagement Process Improvement Escalation Management Coaching SOP Development Team Leadership Team Management Team Collaboration Morale Building

Operations Analyst

State Farm Agency

Jul 2024 - Oct 2025 (1 year 3 months)

Streamlined workflows that boosted client retention by 30% within four months. Standardized internal communication processes, increasing efficiency and clarity across teams.

Operations Process Improvement Workflow Optimization Communication Standardization

Operations Analyst

Insurance Agency

Aug 2024 - Oct 2025 (1 year 2 months)

Led a systems and workflow overhaul that increased efficiency and supported revenue growth, assessed operational gaps, and developed SOPs, training materials, and metrics-based recommendations to improve cross-functional alignment.

Process Redesign SOP Development Training Documentation Operational Metrics Salesforce Communication Streamlining Root Cause Analysis

Operations Analyst

Insurance Agency

Aug 2024 - Oct 2025 (1 year 2 months)

Led an office-wide systems and workflow overhaul to increase efficiency and support revenue growth, redesigned processes to align sales, service, and leadership, and created SOPs and onboarding materials for consistent adoption.

Process Redesign SOP Development Onboarding Operational Metrics Communication Streamlining Data Analysis Change Management Workflow Optimization

Operations Analyst

Insurance Agency

Aug 2024 - Oct 2025 (1 year 2 months)

Led an office-wide systems and workflow overhaul that increased efficiency and supported revenue growth, redesigned processes to align sales, service, and leadership, and created SOPs and onboarding materials for consistent adoption.

Process Redesign Workflow Optimization SOP Development Training Documentation Cross functional Alignment Metrics Monitoring Change Management Communication

Service Manager

Insurance Agency

Jul 2018 - Aug 2024 (6 years 1 month)

Designed and maintained training guides and process documentation, monitored workflow performance and operational accuracy, and supported change management to translate system changes into actionable team processes.

Documentation Training Development Change Management Performance Monitoring Internal Communications Customer Service Data Entry

Service Manager

Insurance Agency

Jul 2018 - Aug 2024 (6 years 1 month)

Designed training guides and process documentation to standardize operations, monitored workflow performance and accuracy, and led change management efforts to translate system changes into actionable team steps.

Documentation Training Development Process Documentation Performance Monitoring Change Management Root Cause Analysis Customer Service Internal Communications Onboarding

Service Manager

Insurance Agency

Jul 2018 - Aug 2024 (6 years 1 month)

Designed and managed training guides, standardized process documentation, monitored workflow performance and accuracy, and supported change management by translating system changes into clear team procedures.

Internal Communications Training Development Documentation Performance Monitoring Change Management SOP Creation Process Standardization Operational Accuracy

Service Manager

State Farm Agency

Jul 2018 - Present (7 years 6 months)

Designed and led onboarding programs tailored to diverse learning styles. Fostered a collaborative culture focused on continuous improvement.

Training Onboarding Continuous Improvement

Customer Service - Phone & Chat

Progressive Insurance

May 2017 - Present (8 years 8 months)

Delivered empathetic, solution-oriented support across phone, chat, and in-person channels. Managed high-value client relationships with professionalism and discretion.

Customer Service Phone Support Chat Support Client Relationship Management Salesforce