Jordan McKenzie
Passionate Leader I Customer Success I KPI Optimizer
Virginia Beach
Summary
As a seasoned and results-oriented Customer Success professional with an impressive 18-year track record, I'm driven by a relentless commitment to delivering exceptional results for both clients and employers. My extensive background encompasses a unique blend of customer service, adept leadership, and proven sales strategies.
My mission? To unlock the full potential of customer satisfaction and growth through strategic relationship management, harnessing my deep technical proficiency, and mastery of CRM platforms. With expertise in account management and a track record of successful contract negotiations and credential validations, I bring a diverse skill set that sets me apart, making me a valuable asset. Throughout my career, I've consistently demonstrated the ability to foster genuine connections, drive tangible results, and ensure every client interaction is a memorable and positive experience.
I'm passionate about transforming challenges into opportunities, exceeding expectations, and achieving the kind of success that leaves a lasting impact. Together, let's explore how I can contribute my expertise to your team's vision, elevate customer satisfaction and partnerships to new heights, and drive unprecedented growth.
Overview
18
18
years of professional experience
Work History
Head Customer Service Manager
Born Primitive, LLC
Virginia Beach
02.2022 - 08.2023
- Cultivated strong relationships with key stakeholders, decision-makers, and customers ensuring exceptional support and satisfaction
- Achieved and sustained a 100% customer satisfaction rate for 12 consecutive months through proactive support and issue resolution.
- Presented monthly reports to the CEO and Senior Leadership on key metrics, including customer retention, expansion, and overall satisfaction
- Crafted and executed customer-centric retention strategies with a strong focus on effective appeasement techniques, preserving long-term client relationships and enhancing overall satisfaction.
- Led a global team for an 8-figure company, delivering exceptional customer experiences in the US and internationally.
- Effectively managed a high-performing team, conducting regular performance evaluations, coaching and tailored training to enhance staff productivity.
- Managed Social Media engagement in the US and internationally, driving brand awareness and customer engagement across various platforms.
- Drove customer success by facilitating clients' achievement of desired outcomes and maximized the value of our services
- Conducted regular check-ins and business reviews to assess client satisfaction, identify areas for improvement, and recommend appropriate solutions.
- Collaborated with cross-functional teams to relay client feedback and contribute to the continuous improvement of the business and platform.
- Monitored client health metrics and strategically integrated a shop bonus incentive program into client engagement initiatives, collaborating with the CEO to identify upselling possibilities. This bolstered customer retention efforts and drove substantial revenue growth.
- Negotiated contracts with platform providers, optimizing terms and conditions to drive cost efficiencies and enhance service quality
Financial & Insurance Director
Beach Dental Center
Virginia Beach
01.2020 - 01.2022
- Validated and maintained credentials for a multi-doctor practice, ensuring compliance with governmental guidelines.
- Collaborated closely with the dental team to develop and communicate treatment plans to patients, effectively increasing patient acceptance rates and boosting revenue through strategic treatment case management.
- Provided exceptional customer service to clients, promptly addressing inquiries, and resolving issues to enhance overall customer experience and satisfaction.
- Proficiently managed billing and insurance processes, guaranteeing the accurate and timely submission of claims, which contributed to streamlined financial operations, minimized payment delays, and exemplified a commitment to customer service excellence.
- Educated clients on dental products and devices, ensuring they had a clear understanding of available options and enhancing overall customer experience.
- Implemented effective sales strategies for dental products and devices, resulting in increased revenue and promoting customer satisfaction through informed purchasing decisions.
- Provided training and guidance to both new and existing staff, focusing on enhancing performance and customer relations.
- Evaluated and verified accounts receivable and refund processing, contributing to efficient financial management and ensuring customer accounts were accurately maintained.
- Reviewed coverage plans and strategic initiatives, aligning offerings with business goals to meet customer needs effectively.
- Proficient in all administrative departments and proactively assisted team members, fostering a collaborative environment
Practice Coordinator
South Beach Dentistry
Virginia Beach
07.2016 - 12.2019
- Sole administrator responsible for all non clinical duties in a small dental practice, ensuring a high functioning, productive office atmosphere.
- Managed billing and insurance processes, ensuring accurate and timely submission of claims, which minimized payment delays and improved financial operations.
- Collaborated with the dental team on treatment planning and effectively communicated treatment options to patients, resulting in increased patient acceptance and higher treatment case revenue.
- Maintained updated and accurate financial, customer, and business records, significantly reducing the risk of data loss and keeping files current.
- Delivered exceptional customer service, fostering a positive office environment and cultivating client loyalty with consistent referrals through effective customer relationship management.
Treatment Coordinator
Konikoff Family Dentistry
Virginia Beach
05.2010 - 07.2016
- Oversaw a large corporate practice, supporting team members with technical knowledge and operational expertise.
- Expertly monitored and screened high volume of internal and external communications, achieving outstanding customer satisfaction.
- Successfully implemented new software program surpassing weekly production goals to significantly increase office revenue.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
Customer Service Associate/ Key Manager
DECA Commissary
Virginia Beach
10.2006 - 06.2010
- Led a team of customer service associates, providing training and guidance to ensure exceptional customer experiences.
- Observed company policy when processing refunds by inspecting merchandise for wear or damage.
- Supervised bank deposits and security procedures to support store opening and closing.
- Assist in management of 100+ cashiers accounting for $300,000+ daily
Education
Nursing
Skills
- Relationship Management and Customer Success Strategies
- Accomplished Leader & Team Player
- Driven to succeed and Results- Oriented
- Innovator & Problem Solver
- Financial Administration and Account Management
- Proficient in CRM, Microsoft Office and eCommerce
Timeline
Head Customer Service Manager - Born Primitive, LLC
02.2022 - 08.2023
Financial & Insurance Director - Beach Dental Center
01.2020 - 01.2022
Practice Coordinator - South Beach Dentistry
07.2016 - 12.2019
Treatment Coordinator - Konikoff Family Dentistry
05.2010 - 07.2016
Customer Service Associate/ Key Manager - DECA Commissary
10.2006 - 06.2010
Old Dominion University & Tidewater Community - , Nursing
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