Customer Success Leader with Ops & Hospitality Background

Jordan Hansen

Livermore, CA • **************@*****.*** • 925-***-**** • [LinkedIn placeholder]

Customer Success Manager People Operations Leader Hospitality-to-Tech Transition

Professional Summary

Customer-focused leader with 8+ years of experience driving client satisfaction, team performance, and operational success in fast-paced environments. Proven track record managing high-volume service operations, resolving customer issues, and improving systems and training processes. Adept at cross-functional coordination, onboarding, retention strategies, and using data to enhance service quality. Currently transitioning into a Customer Success Manager role in tech or SaaS to bring world-class service and leadership to digital teams.

Core Skills

Customer Relationship Management (CRM) • Client Retention & Engagement • Onboarding & Training • Conflict Resolution • Technical Troubleshooting • Team Leadership & Coaching • Cross-Functional Communication • Operations & Scheduling • Process Optimization • Event Management • Data Tracking (Excel, QuickBooks) • Hospitality-Grade Service Standards

Professional Experience

Restaurant Manager — First Street Alehouse, Livermore, CA Jul 2023 – Present

- Delivered high-touch client experiences, managing service for private events of 100+ guests.

- Supervised 50+ team members, maintaining quality and response during peak demand.

- Designed and maintained Excel-based operational dashboards for performance tracking.

- Served as technical liaison, resolving POS issues with external support teams via email and phone.

- Supported the GM in team scheduling, documentation, and internal communications.

- Recruited, interviewed, and onboarded new hires to ensure team consistency.

Restaurant Manager — Harry's Hofbrau, San Leandro, CA Mar 2022 – Jul 2023

- Acted as primary point of contact for clients booking events and catering services.

- Managed liquor and produce vendor relationships, ensuring supply chain consistency.

- Coordinated scheduling and labor planning to align with operational and budget needs.

- Troubleshot system issues on-site, supporting staff with hands-on technical guidance.

- Resolved customer concerns quickly and personally, driving satisfaction and loyalty.

Bar & Front-of-House Manager — Eddie Papa’s American Hangout, Pleasanton, CA Sep 2021 – Feb 2022

- Managed daily service delivery across bar and dining operations.

- Personally trained all FOH staff and authored a new onboarding guide for consistency.

- Executed private event planning and managed guest satisfaction from booking through follow-up.

- Used QuickBooks and internal systems to maintain financial reporting and shift data.

Dining Services Supervisor — Heritage Estates (Leisure Care), Livermore, CA Aug 2018 – Sep 2021

- Led daily operations of an assisted living dining program, delivering reliable, resident-centered service.

- Created a standardized onboarding manual, improving new hire performance and retention.

- Collaborated with healthcare teams to ensure resident safety and dietary compliance.

- Redesigned service model to increase efficiency and satisfaction for over 100 residents.

Education

High School Diploma — Granada High School, Livermore, CA 2011

Certifications & Training

- ServSafe Certified

- CPR / First Aid

- RBS Certified

- [In Progress]: HubSpot Academy – Customer Success Certification

Tools & Platforms

Excel • QuickBooks • POS systems • Google Workspace • Zoom • Slack • Email Support • CRM software (learning)

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