JOHN E. JORDAN

***** ***** ******* *******, ******** 20854 202-***-****

adc5j0@r.postjobfree.com linkedin.com/in/johnedwardjordan/ EXECUTIVE BIOGRAPHICAL SUMMARY

A highly accomplished and action-oriented senior executive with demonstrated success in customer experience enhancement, eCommerce, CRM & telephony systems, new business development, team leadership, and technology innovation. Proven expertise in experiential retail and eCommerce with equal focus on both on-domain and off-domain digital channels. Uses proven and wide-ranging management skills to develop and lead top-performing sales, service, and operational teams within large multi-departmental organizations. An entrepreneurial leader who develops innovative ways to deploy technology and manages customer-centric systems to maximize sales, operational efficiency, customer engagement, and loyalty.

TRANSFERABLE GLOBAL KEY ACCOMPLISHMENTS & AWARDS

• Built and managed customer care centers in six countries, for a variety of clients in retail, proxy solicitation, finance, telecommunications, and multi-sector eCommerce.

• Possesses an expert level of knowledge on complex computer and telephone technology, with a focus on integrated ACD and CRM systems and a proven ability to leverage SaaS technology for creative and cost-efficient service solutions. (Most recent installation was Oracle Service Cloud integrated to a Five9 ACD.)

• Created in-store education and product selection experience via a kiosk and distributable app.

• Created and managed the first digital and social strategy for Total Wine from 2012-2015, including website development via selection of Hybris, now SAP/Hybris.

• Implemented VoC, NPS, and C-Sat programs focused on root-cause analysis for accelerated change to improve customer experience and brand loyalty.

• Leveraged wide-ranging and nimble management and motivational skills to develop and lead top-to-bottom sales organizations with multi-tiered frontline supervisory, management, and executive levels.

• Selected by RIS News & Magazine as “2018 Tech Leader for Customer Experience.” EXPERIENCE

TOTAL WINE & MORE, Potomac, Maryland

Chief Customer Officer & Senior Vice President of New Business Development, 2011-August 2018 Joined company as Chief Customer Officer to develop customer-centric systems to improve the customer experience and drive revenue growth. Continually brought the Voice of the Customer (VoC) to department and leadership meetings, with mantra to “let the customer decide.” Oversaw new business channel development, including marketplace sales through three partners, and establishment of a concierge program for wine collectors.

• Developed first customer care center responsible for supporting an engaging and rich customer experience.

• Created first instore digital experience including design of wine and food-pairing kiosk, distributable wine and food-pairing app, and “guide to beer.”

• Created and managed an enterprise-wide video storytelling program with over 500 TVs leveraging over 60 hours of proprietary video produced in-house, under my direction.

• Developed and managed the first delivery partner relationship with Instacart, driving significant revenue share in 150+ stores across eighteen states, exceeding revenue forecast from this off-domain channel. John E. Jordan, Page 2

MORROW & CO., (Now Morrow-Sodali) Stamford, Connecticut Managing Director, Communications and Corporate Development, 2009-2011 Represented owner and CEO of corporate governance and proxy solicitation services company at all major shareholder services conferences. Revamped all marketing materials and company’s online presence.

• Helped company achieve the rank as #1 solicitor in 2011.

• Completely retooled the B2B website with interactive tools to enable qualified lead generation. INTERNATIONAL MARKET ACCESS, LTD., Ireland, Barbados, Antigua, and St. Kitts CEO and President, 2001-2009

Founded Barbados-based call center as an International Business Corporation (IBC), with staff of over 1,000. Cultivated BPO and BOT relationship with NCO Group (Horsham, Pennsylvania), creating over 1,500 jobs in Barbados, Antigua, and St. Kitts, and servicing CapitalOneUK, AOL, and many of NCO Group’s Fortune 100 clients.

• Launched four successful near-shore BPO centers in six years.

• All centers were ACD, CRM and Predictive & Preview dial enabled.

• Company was acquired by NCO Group.

ADDITIONAL EXPERIENCE

ACCESS WORLDWIDE COMMUNICATIONS (AWWC), INC., Arlington, Virginia, Chief Operating Officer, 1996-2000. Selected by private-equity firm to be part of the executive leadership group as part of “road-show” team, leading to the IPO of AWWC in 1998 on NASDAQ. Grew revenue to over $100,000,000 and managed executive team of ten. Held P&L responsibility for facilities in four states with over 2,000 employees. TELEPHONE ACCESS, INC., (TelAc) Arlington, Virginia, Founder & CEO, 1983-1996. Successful start-up, funded by Morrow & Company that became the foundation for the IPO of AWWC. TelAc was a pioneer in multi-lingual customer acquisition and service in the ‘90s, and a multi-disciplined provider of BPO services, including hundreds of proxy solicitation campaigns on behalf of Morrow & Company, now Morrow-Sodali. Created revolutionary call-flow technology via Rockwell Spectrum ACD’s that enabled customer service in 13-languages. EDUCATION

UNIVERSITY OF MARYLAND, College Park, Maryland

B.A., Economics

ADVISORY BOARD

Next Glass, Owner of the Untappd App for Beer Enthusiasts, the Most-Used Beer App across the Globe SOVI, a B2C App, with Proprietary Technology That Enables Live Concert Ticket Purchases

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