Jordan Freking

Customer Success Manager

6sense

Dec 2025 - Current (8 months)

-- Own customer relationships as assigned, including: increasing adoption, identifying new opportunities, ensuring retention and delivering satisfaction -- Manage the ongoing customer life cycle by ensuring timely deployment of use cases, pointing to self-serve and on demand content -- Escalation Management, Stakeholder Management (Internal & External) -- Develop new and innovative ways to share relevant data and insights that are impactful to customers and tie back to their success drivers through operational reviews to key customer stakeholders -- Provide best practices to help drive user behavior and product adoption via a 1:1 approach -- Discern opportunities for revenue growth and flag to Account Management team

Customer Success Advisor

SiteMinder

Nov 2024 - Dec 2025 (1 year 2 months)

• Function as a trusted advisor to customers by helping them maximize the value of SiteMinder’s proprietary products like the channel manager, booking engine, and Demand Plus • Drive customer retention by quickly building rapport and by leveraging strategic revenue opportunities in order to help the customer achieve their short- and long-term business goals • Maximize customer product engagement by delivering tailored strategy sessions

Business Programs Specialist

Expedia Group

Sep 2022 - Feb 2024 (1 year 6 months)

• Conducted root-cause/gap analysis to implement initiatives that allowed associates to meet the 24 to 48-hour case-work SLAs in addition to being able to meet Expedia's goals of 85% Partner Satisfaction and Associate Effort. • Drove continuous process improvements to prevent external financial leakage and internal operational confusion • Excelled in the level of project quality and timeliness via excellent stakeholder management in concurrent JIRAs • Facilitated the successful adoption of changes throughout Expedia via multilingual trainings on topics ranging from compliance with non-discriminatory content laws to software updates for new strategic imperatives • Proactively analyzed surveys and data found in Salesforce and Tableau to ident

Interim Team Lead, LATAM Service and Operations

Expedia Group

Jan 2022 - Sep 2022 (9 months)

• Proactively anticipated needs and identified opportunities using Salesforce, Tableau and SQL to decrease operational costs and inefficiencies, striving to incrementally move the needle by as little 2% • Provided operational guidance to associates handling advanced cases, calls and chats, ensuring high-quality service across all of Latin America and the Caribbean • Managed multiple top-down projects simultaneously, demonstrating strong organizational and prioritization skills

Lodging Service Associate

Expedia Group

Feb 2018 - Jan 2022 (4 years)

• Recognized as a top performer for partner satisfaction (96%) and associate effort (95%) in 2021 • Onboarded and assisted partners in Spanish, English, German, and Portuguese • Ensured product competitiveness by optimizing 100% of the content to meet Expedia’s global standards • Conducted multilingual training sessions on how to effectively use Expedia’s tools and platforms

G

Assistant To The President

GRUPO DEVLYN

Aug 2017 - Jan 2018 (6 months)

• Functioned as a general consultant for communications (emails, social media, etc.) • Followed up on networking opportunities for joint business ventures • Helped in the development of Frank’s most recent book.

Local Instruction Supervisor

Berlitz México

Jan 2015 - Jul 2017 (2 years 7 months)

• Achieved a perfect quality audit score in 2016 and 2017 • Berlitz Tampico received the second highest quality audit score in the Americas in 2016 • Supervised up to 20 instructors providing leadership and support to ensure effective classroom instruction • Ensured the delivery of exceptional customer experiences via periodic counseling sessions • Successfully met all KPIs while still prioritizing excellent customer service and client satisfaction

English Teacher

Berlitz México

Aug 2012 - Jul 2017 (5 years)

• Instructed students from diverse backgrounds in the English language using the renowned Berlitz Method, employing immersive techniques to enhance language acquisition and fluency.

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