Jason Conner Email & Phone Number

Plainfield, Illinois

Tempe, Az

• Continually Coaching for Success, developing agents for success utilizing KPI’s• Drove 243% revenue gain over 12 months, including 135% new revenue gain in support role• Serve as point of contact for Customer escalations• Instrumental in transitioning Agents from email support to LivePerson chat interface• Developed and implemented department onboarding processes and procedures• Provide leadership for problem resolution to facilitate faster improvements and improved working relationships• Work with management to identify/resolve pain points that affect department efficiency• Led growth of pilot team from 8 agents to 15, establishing new department/position that employs 165 Agents

• Moderate Customer forum posts and serve as first responder, with a member increase of over 200,000 in 12 months• Worked directly with development teams to address product bug reporting• Streamlined existing processes and implemented new to increase productivity/revenue opportunities• Responsible for moderation of Facebook Recommendations via Zuberance control panel• Managed support related inquires/responded via Facebook and Twitter to drive NPS• Identified as management candidate and served as Acting Lead in Supervisors absence• Assisted with interview process and selection of new 2nd tier Support Representatives on created guidelines

• Managed daily queues including: 3+ incidents, Billing, DBP, Auctions, and Premium DNS • Telephone support for C3/Customer Google Apps inquiries • Served as Support Forum backup during initial launch• Met and exceeded all performance metrics

Lisle, Il

• Consistently offered professional, engaging and friendly service• Ensure that all Front Office colleagues are familiar and updated with hotel’s product and services• Established rapport with guests and maintains good customer relationship• Worked in full cooperation with other departments to make sure the guest is of the utmost priority• To ensure the safe running of the hotelReviews the arrival report and VIP’s to ensure all special requirements are met or exceeded. • Suggested and attended regular training on updated topics and respective skill set as required by the team• Communicate and liaise effectively with other leaders in the department and hotel• Achieves and creates an environment that allows colleagues to achieve job fulfillment and clear growth path for career development with Marriott Hotels and Resorts• Execute all tasks related to financial activities adhering to the laid down policy and procedures and ensuring accuracy in maintaining the records• Maximize our brand by promoting our up sell programs