John Shumaker Email & Phone Number

San Diego, Ca, Us

Remote First, Us

● Delivered white-glove support for monthly subscribers and VIPs with up to $1M+ in external volume, in addition to all other support queues as needed, by investigating, troubleshooting, and resolving customer issues.● Managed, prioritized, and responded to customer escalations.● Led training sessions for newly onboarded Support Analysts and CX Managers by presenting in-depth demonstrations of our internal systems and knowledge management resources, coaching trainees on live customer contacts in shadowing and reverse-shadowing exercises, and establishing an ongoing mentor relationship for trainees in the days that followed.● Proactively drove impactful changes across workflows, policies, and tools by working with internal support teams and vendor partners.● Raised the bar for Support Analysts within the organization by setting an example through performance, work ethic, and a central focus on empathy for even the most challenging of customers.● Experience with crypto operations, payments, compliance, fraud, account access, trust and safety, along with other relevant operational domains.

Remote First, Us

● Offer top-tier support for employees at the company headquarters to create an optimal work environment, while brainstorming inventive ways to offer equitable experiences for our remote employee base.● Reinvisioned and reworked the entire office in the wake of COVID-19, designing new in-office protocol to meet health standards and promote a safe environment allowing employees to return to work in the office.● Coordinate mail operations for the company headquarters and global offices, offering support for a growing number of remote teams unable to receive and action business mail.● Oversee processing of a high volume of inbound and outbound mail, prioritizing and managing the logistics of each to ensure safe and timely deliveries for business-critical shipments.● Provide cross-functional support for remote teams unable to access facilities and materials within the office with everything from routine tasks to exceptional requests with short turnaround time.● Perform daily floor walks of the facilities, tending to the physical workplace environment with a fine-tooth comb and coordinating repairs with the WeWork Facilities team.● Conduct regular audits of Workplace Operations platforms, team standard operating procedures, and Google Drive files to ensure all information and processes are up-to-date.

Remote First, Us

● Manage and oversee front lobby environment at the company headquarters, maintainingutmost security and support for employees while preserving a receptive environment foremployees, guests, and vendors.● As a member of the security team, brainstorm and draft policies designed to ensureairtight security procedures at maximum efficiency.● Coordinate mail operations, from processing incoming and outgoing mail to carrying outthe daily retrieval of mail from the off-site P.O. Box.

San Antonio, Tx, Us

● Oversaw the San Francisco office, taking on mail operations for all customers using this address, operating in accordance with HIPAA guidelines to ensure the utmost security and privacy of PII.● Primary point of contact for customers seeking support under two software services, troubleshooting several user interfaces and internal tools to provide high-level client support.● Leveraged Zendesk and UserVoice to process a high volume of email support tickets daily, simultaneously offering live phone support using Dialpad.

San Francisco, Ca, Us

● Counselor for at-risk youth in the greater Bay Area seeking behavioral and mental health care in bothresidential and day care settings.● Collaborated with staff, clients, and families to implement individualized behavioral health and treatmentprograms through mentorship, coaching, and case management.● Oversaw facilities and common areas throughout campus to ensure programming was both effective and safe for clients with severe challenges.

San Francisco, California, Us

● Lead reception duties on an as-needed basis for top SF advertising agencies and techcompanies.● Oversee the reception lobby, greeting employees and visitors to ensure utmostcomfort.● Check in visitors for meetings, notifying the employee of their arrival andotherwise facilitating communication between the visitor and the employee.

Bachelor Of Arts - Ba, Psychology

Psychology

Education record