Jesse Dillon Email & Phone Number

Erie, Colorado, United States

Greater Denver Area

• Managing implementation and installation of over 3000 photo kiosks throughout the Midwest and east coast.• Complete merchant onboarding and set up of new website and sales channels.• Support complex, highly configurable business software applications, including front-end and back-end integrations.• Provide excellent internal and external customer communication• Identify, recommend and implement environment, architecture and infrastructure improvements • Communicate project status regularly to Account Manager and Implementation Manager • Assist with pre-sales questions to help define infrastructure and hosting requirements and expectations for new customers• Provide support for Tier 1 support engineers• Issue tracking system - Create tickets, triage and take appropriate action to resolve tickets within Service Level Agreement commitments.• Follow up to ensure complete resolution of issue.• Tracking and testing software defects and communicating software changes to development engineers.• Communicating with merchants and vendors about upcoming changes in UI/UX capabilities• Training new vendors on software platform.• Communications liaison between client and engineering; engineering to vendor

Boulder, Colorado

Broomfield, Co

• Coordinated and managed training of 7-15 new hire employees every 6 weeks.• Created new and maintained training materials to keep content fresh and up to date.• Created New Hire checklists to help supervisors evaluate and coach new hire strengths and weaknesses.• Worked directly with Human Resources to help hire quality agents that would thrive in an ever changing environment.• Created and conducted continual training for veteran employees to keep them informed on changes to business policies and industry laws.• Created incentive contests to help drive agent morale and productivity.• Created and conducted cross training for interdepartmental employees to assist with call volume.• Assisted merchants with billing inquiries and terminal troubleshooting.

Westminster, Co

• Assisted customers with billing and statement questions.• Assisted merchants with high dollar credit purchases• Upsold 3rd party products and services to customers during billing calls.• Maintain 100% quality assurance average

Littleton, Co

• Audit customer accounts for compliance of the Residential Service Agreement• Contact customers in violation of the Residential service agreement to educate them on the terms of service.• Maintain database of customer contacts• Train new employees • Assist customers with billing and change of service inquiries.• Assist with troubleshooting and replacing malfunctioning equipment.• Assist in QA Calibration calls to ensure highest quality customer service.• Manage customer escalations on "Supervisor" calls.

Thornton, Co / Littleton Co

Thornton, Co

Thornton, Co

Associate Of Arts (A.A.), Photography, 3.8 Cumulative Gpa

Activities and Societies: Alpha Beta Kappa National Honor Society ASMP Colorado

Diploma