Professional Summary

Professional Overview

Jordan Porter is an experienced financial services professional, currently serving as the Director of Virtual Services at ALEC. With a strong background in digital product management, customer experience, and contact center operations, Jordan brings a unique blend of expertise to drive innovation and enhance client engagement in the virtual service landscape.

Experience Summary

Current Role

As the Director of Virtual Services at ALEC, Jordan is responsible for leading the strategy, development, and implementation of the company's virtual service offerings. In this role, Jordan oversees the design and delivery of seamless digital experiences, ensuring clients receive consistent, high-quality support across multiple touchpoints. Leveraging data-driven insights and user-centric design principles, Jordan has been instrumental in optimizing the virtual service platform, resulting in improved customer satisfaction and operational efficiency.

Career Progression

Prior to his current position, Jordan held various leadership roles at Consumers Credit Union, culminating in the role of Digital New Account Manager. In this position, Jordan spearheaded the integration of digital tools and automation, enhancing the onboarding experience for new members. As the New Member Experience Manager, Jordan was instrumental in streamlining the account opening process, reducing customer friction and improving first-call resolution rates. Jordan's diverse background also includes experience as an Interim Contact Center Manager and Assistant Sales Manager, providing a well-rounded understanding of financial services operations.

Academic Background

Jordan holds a Bachelor of Business Administration degree from the University of Illinois, with a concentration in Finance. During their academic tenure, Jordan demonstrated exceptional leadership skills, serving as the President of the Finance Club and earning recognition on the Dean's List.

Areas of Expertise

• Digital product management and innovation

• Virtual customer experience design and optimization

• Contact center operations and performance management

• Financial services sales and new account onboarding

• Data-driven decision making and process improvement

Professional Impact

Jordan's contributions have made a tangible impact on the organizations they have served. At Consumers Credit Union, Jordan's initiatives to digitize the new member onboarding process resulted in a 25% reduction in customer wait times and a 15% increase in first-call resolution rates. As the Digital Product Manager at ALEC, Jordan led the successful launch of a groundbreaking virtual assistant, which has since been adopted by over 50,000 clients and generated an additional $2.3 million in annual revenue.

Conclusion

With a proven track record of driving digital transformation and enhancing customer experiences, Jordan Porter is poised to continue making a significant impact in the financial services industry. As the Director of Virtual Services at ALEC, Jordan is dedicated to leveraging their expertise to propel the company's virtual service offerings to new heights, delivering exceptional value to clients and positioning ALEC as a leader in the evolving digital landscape.