Jordan Hochstetler

Experience

• 

  Title-Check LLC

  Jan 2004 - Sept 2010

  • Administrative Manager

    Feb 2009 - Sept 2010

  • Administrative Assistant

    Jan 2004 - Feb 2009
• 

  Western Michigan University

  May 2008 - Jan 2009

  Graduate Assistant - Campus Programming - Student Activities and Leadership Programs

  Graduate Adviser to the Campus Activities Board (CAB) student organization. Supported the executive board of CAB and advised in the production and execution of campus events.

• 

  Apple Inc.

  Oct 2010 - Jan 2011

  Sales Specialist

  Provided technology solutions and customer service as a retail sales specialist at the 5th Ave Apple Store.

• 

  Metromotion Productions

  Feb 2011 - Oct 2011

  Production Coordinator

  Provided studio rental and production services to high-end clients out of the New York-based studio headquarters and nationwide on-location. Managed diverse aspects of production including logistics, catering, permits/contracts, scheduling, and facilitating bookings with clients.

• 

  Freelance

  Oct 2011 - Nov 2012

  Production Assistant and Location Scout

  Jack of all trades production assistant for studio and on-location photoshoots primarily for the fashion industry. Clients included Avon, Nike, GQ, HSBC Bank, and more. Provided expert logistics, craft services, equipment rentals, talent casting, location scouting, and on-set requirements as needed.

• 

  American Express

  Jul 2012 - Nov 2012

  Travel Counselor

  Provided top-tier cardholders industry-leading service by researching and booking business and personal travel itineraries. Managed direct interactions with over 20 clients daily within a dynamic and fast-paced call center environment.

• 

  Flamingo Terrace

  Nov 2012 - Jun 2014

  Studio Manager

  Led the development and launch of an online fashion boutique in partnership with a buyer and creative director, driving brand growth and market penetration. Utilized engagement strategies and online polling to gauge customer interest in fashion trends, leveraging data-driven insights to optimize product offerings and enhance customer satisfaction.

• 

  Title-Check LLC

  Jun 2014 - Oct 2023

  Led strategic initiatives to optimize public land auctions for county and state governments, using VOC data and customer success metrics to enhance efficiency and increase client retention. Implemented email-based NPS and CSAT surveys, leveraging customer feedback to drive actionable improvements and enhance service delivery, improving NPS scores by at least 5% year over year since implementation. Onboarded a 40% increase in clients during tenure, enhancing revenue streams by strategically offering custom services based on intake surveys and probing questions. Authored comprehensive training and onboarding materials, ensuring seamless integration to existing client processes. Spearheaded the conceptualization and development of a mobile app for property data collection, significantly increasing efficiency through fully digitizing data capture and upload, eliminating a major pain point for staff. Conducted engaging live training sessions and created instructional videos that reduced support phone calls by over 50%. Managed challenging customer interactions, employing effective de-escalation techniques to achieve positive resolutions. Led CX and change management initiatives to transition to fully online auctions, developing and executing project plans in collaboration with cross-functional teams, resulting in a 46% increase in sales revenue from 2019 to 2023. Mostrar menos Formulated a comprehensive change management plan to bridge communication gaps between departments, fostering a culture of transparency and efficiency. Authored tailored training materials from scratch for administrative assistants, aligning with management needs. Launched voice of the employee program to identify pain points and prioritize improvements.Enhanced data entry accuracy by 30% by establishing robust quality control measures such as peer reviewing. Collaborated with the IT department to integrate productivity tracking into the database, equipping management with valuable employee metrics and insights for employee reviews and company wide goal setting. Mostrar menos

  • Auction Department Manager

    Nov 2015 - Oct 2023

  • Administrative Manager

    Jun 2014 - Oct 2015
• 

  ZPF, CPA

  Feb 2024 - now

  Operations Coordinator/Bookkeeper

  Streamlining tax accounting services, enhancing workflow efficiency and reducing processing time per client. Implemented an automated appointment scheduling system with improved prioritization of customer inquiries. Utilizing Trello for real-time tracking of customer journey statuses, identifying priorities and bottlenecks to increase the number of on-time returns filed by over 30% compared to previous year.