Jordan Elwood - US Sales Operations and Service Coordinator, Passenger Clothing

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Work Background

PassengerUS Sales Operations and Service Coordinator

Jul. 2024

PassengerInternational Customer Service

Oct. 2023

Helios Service PartnersCustomer Experience Business Analyst

May. 2023 - Jan. 2024• Collaborated directly with the C-Suite to deliver comprehensive data analysis and insights into customer partnerships, enabling informed decision-making and strategic planning. Played a pivotal role in the development and execution of Quarterly Business Reviews (QBRs), leveraging data to drive discussions and initiatives aimed at optimizing customer relationships and enhancing business outcomes. • Developed and maintained multiple trackers for the Talent Acquisition Program (TAP) team, including hiring methods and manager ratings, enabling efficient tracking of candidate progress, TAP performance against hiring goals, and hiring manager interview performance. • Collaborated with the Client Service team to gather data for weekly presentations, including producing PowerBI heat maps to visualize the overlap of our technician distribution over the client's store locations to show our coverage. • Facilitated weekly collaborative stand-up meetings for cross-functioning teams, fostering improved communication and coordination. This improved efficiency in addressing work orders and reduced meeting frequency from daily to once a week. • Implemented a Service Level Agreement (SLA) tracker to monitor and improve specific SLAs for each client, leading to enhanced client satisfaction and retention. • Presented SLA tracker data during Quarterly Business Reviews (QBRs), contributing to strategic decision-making and demonstrating the team's commitment to meeting client expectations.

lululemonAssistant Manager

Apr. 2021 - Jun. 2023Colorado, United States• Project managed my 35 direct reports through initiatives, monthly, and quarterly focuses that led our team to create a 112% sales growth from FY 2021 to FY 2022. • Creating and executing hiring plans for current store needs. Hosting zoom training and development meetings. Leading customer experience and action planning sales goals through storytelling and enrollment of my 35 direct reports. • Sourcing, building, and onboarding relationships throughout the local community. Always forward thinking through the lens of Inclusivity and Diversity. Working closely with our ambassadors to build up our sense of community. • Through People Development, helped grow the store’s leadership pipeline by mentoring 7 educators to Key Leaders positions and 2 Key Leaders to Assistant Store Managers. • Building external relationships through team sales that promote a mutual benefit for all parties. Have produced over $50,000 in team sales for FY 2022 • Owning and balancing the P+L for our store (we have been in our target range of use for all of 2021) • Sourcing, building relationships, and onboarding 3 rounds of store ambassadors (9 ambassadors total). Always thinking through the lens of IDEA (Inclusivity, Diversity, Equitability, Action) and what we are missing and working together with our ambassadors to build up our community