Jordan Furrow
Detailed Work experience
DJ's Dugout
Assistant General Manager
June 2024 - Present
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Designed an inventory matrix used across seven locations, improving efficiency and reducing errors, resulting in a measurable impact on operational processes. Created a separate worksheet for earning reporting to accurately document employee cash earning for taxation purposes.
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Tracked business reporting, including cost of sales, product inventory, invoices, coordinating deliveries, handling banking transactions, and executing promotional activities for store with earning exceeding $3m annually.
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Coordinated event logistics and client communications, earning commendations for professionalism and empathetic service.
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Interviewed, hired, and trained bartenders, servers, and rovers. Educated staff on legal compliance responsibilities as well as daily tasks - including customer service standards, order processing, and sanitation protocols. Created weekly schedule for 35+ employees.
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Trusted to manage operations at four locations independently, demonstrating strong leadership and organizational skills.
PayPal
Global Knowledge Management: Content Analyst
August 2018 – May 2020
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Identified project scope and priorities for projects concerning knowledge management tools and processes and developed detailed scalable action plans to ensure efficient implementation.
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Coordinated a global system email (i.e., emails that are automatically triggered based on account actions) initiative; initiative included a content tool migration of over 1400 previously hardcoded emails, a comprehensive content review and rewrite, and the development and implementation of relevant authorial processes.
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Independently sought and developed internal relationships pertinent to project success.
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Created regular informational decks and PowerPoint presentations for corporate leadership.
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Identified, tracked, and analyzed relevant statistics to ensure satisfactory project impact.
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Bartending peak volume shifts, tracking / documenting beer and liquor inventory, training new hires, as well as performing various other managerial and administrative abilities as required.
Lead Bartender
September 2015 - June 2024
Global Knowledge Management: Project Manager
January 2013 – August 2018
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Identified project scope and priorities for projects concerning knowledge management tools and processes and developed detailed scalable action plans to ensure efficient implementation.
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Coordinated a global system email (i.e., emails that are automatically triggered based on account actions) initiative; initiative included a content tool migration of over 1400 previously hardcoded emails, a comprehensive content review and rewrite, and the development and implementation of relevant authorial processes.
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Independently sought and developed internal relationships pertinent to project success.
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Created regular informational decks and PowerPoint presentations for corporate leadership.
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Identified, tracked, and analyzed relevant statistics to ensure satisfactory project impact.
Global Knowledge Management: Source Author
October 2011 - January 2013
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Wrote and published United States and Canadian English website, email, and auto-responder content.
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Wrote translatable English for product implementation and customer help content for all global markets.
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Supported and co-lead the project management of the “Financial Services Content Maintenance Strategy” project, which entailed the review and rewrite of all the Financial Services departments' email content.
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Initiated global branding consistency effort and helped implement universal and standardized website and email style and tone consistency across all content channels for better customer experience and easier brand identification.
March 2010 - October 2011
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Selected to participate in a special project to assist Senior Risk Analyst team in queue calibration process by reviewing specifically chosen high-risk accounts and ensuring that the proper decision was made and that the accounts had been selected properly.
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Recognized with Risk Operations “Top Performer” award.
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Consistently received the highest available “Exceeds Most Expectations” rating on semi-annual performance review (IPPR).
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Selected to participate in pilot software programs and multiple corporate feedback sessions.
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Organized and facilitated team meetings, addressing the concerns and educating fellow teammates on trend or policy changes.
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Worked with confidential information while reviewing the legitimacy of customer account activity and associated risk while balancing special projects and additional responsibilities as needed.
Merchant Risk Operations: Risk Mitigation
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Communicated with customers via telephone and Kana to ensure sufficient product and processes understanding.
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Exhibited strong relationship building, exceptional account servicing, product consultation and retention plans and cross sell programs.
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Served as the product consultant and subject matter expert on PayPal operations processes and procedures.
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Led authoring for the “Risk Operations Content Maintenance Strategy” project; reviewed all the Risk Operations’ sub-departments’ content and worked with the Agile Product Solutions team to code the content into Email Generator.
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Partnered with Training, Policy, and Legal teams to maintain internal and external communications to ensure content / legal compliance and interdepartmental consistency.
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Created and maintained relationships with Content Champions for different Risk Operations, Financial Services, and Customer Service teams to enhance relationships with the business and improve the teammate and customer experience
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Led content Auto Responder initiative by developing and formalizing the process for creation, implementation, and tracking processes that are still being used today.
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Communicate internally and externally regarding internal process changes, external policy updates, and product launches for various global projects.
Enterprise Business Support
October 2009 - March 2010
Skills
WRITING
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Copywriting
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Technical writing
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Report writing
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Copy editing
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Proofreading
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Creative writing
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Blogging
INFORMATION DESIGN
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Visual layout theory
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User experience
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Print media design
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Digital media design
BUSINESS
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Presentation writing
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Presenting to senior management
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Process and training development and implementation
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Reporting comprehension
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Project timeline development
Computer Skills
ADOBE
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Photoshop
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Illustrator
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InDesign
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Dreamweaver
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Soundbooth
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Content Admin Tool
MICROSOFT
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Word
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Excel
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Access
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PowerPoint
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Outlook
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Visio
SOCIAL MEDIA
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Facebook
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Twitter
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Tumblr
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Instagram
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Wordpress
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LinkedIn
MISCELLANEOUS
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Kana
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ATG
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Genesys
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HTML maintenance
Bank of the West
Customer Contact Representative
August 2009 - October 2009
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Provided courteous, quality customer assistance over the phone at an efficient pace.
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Educated customers on various banking regulations and policies.
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Exceeded metric-based expectations despite brief tenure with company.
"The Zone" (YWCA)
Administrative Assistant
June 2008 - May 2009
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Maintained daily attendance numbers using MS Excel for public and private grant requirements necessary for funding the Zone.
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Designed and implemented an MS Excel based computer program to log youth behavior reward points.
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Created visual presentation depicting statistical trends in attendance and finances for conveying information to Zone board and YWCA board.
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Planned and organized several publicized events throughout the school year.
Interim Director
January 2008 - June 2008
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Tracked and compiled statistics necessary for grant writing
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Communicated daily agenda, staff schedules, and weekly staff meetings.
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Participated in regular meetings and communications with the Zone Board.
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Led a team of 7 other staff members which organized 8 unique volunteer projects with high community visibility.
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Assisted in the interviewing and hiring process of the new Zone Director.