Jordan Ochoa
Gilbert
Overview
12
12
years of professional experience
Work History
Internal Consultancy Advisor
PayPal
09.2013 - 06.2024
- Delivered structured training programs to over 500+ new hires, reducing onboarding time and enhancing team performance.
- Proactively analyzed common customer service challenges and delivered tailored training to enhance team problem-solving capabilities and reduce escalations.
- Consistently exceeded PayPal’s customer satisfaction benchmark by maintaining an 88% satisfaction rate in a high-volume, complex service environment.
- Communicated complex technical information clearly and effectively to diverse audiences, improving customer understanding and satisfaction.
- Suggested additional services to maximize customer experience and drive revenue growth.
Customer Support Specialist
Digital Financial Group
01.2012 - 08.2013
- Established and nurtured long-term partnerships with clients, resulting in improved retention rates and expanded service offerings.
- Contributed to team objectives in fast-paced environment.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Built relationships with customers and community to promote long term business growth.
Education
Coursework - Biblical Studies
The Masters University
Santa Clarita, CASkills
- Operating Systems: macOS, iOS, Windows
- Office & Productivity: Microsoft Office (Word, Excel, Outlook, PowerPoint), Dropbox, Google Workspace, Apple Mail, Canva
- CRM & Business Systems: Salesforce, Kronos, Compass
- Proficient in photography and drone videography
- Experienced in photo/video editing using Adobe Photoshop, Lightroom, and Final Cut Pro
- AI Tools: Grok and ChapGPT
- Social Media Platforms: Instagram, Facebook, LinkedIn, TikTok, YouTube, X, Discord
Accomplishments
- Recognized among Top 10 Employees out of 1,500+ at PayPal, resulting in a prestigious Stock Bonus Award for outstanding contributions.
- Received 5 Spot Awards at PayPal in recognition of consistently exceeding performance and quality benchmarks in customer support and internal consultancy roles.
- Completed Dale Carnegie Leadership Training with a focus on strengthening leadership presence and confidence in high-stakes customer interactions.
Hobbies
EV Enthusiast, Photography, Videography, Health & Wellness, Mentoring & Coaching, Avid Golfer
Timeline
Internal Consultancy Advisor
PayPal
09.2013 - 06.2024
Customer Support Specialist
Digital Financial Group
01.2012 - 08.2013
Coursework - Biblical Studies
The Masters University