Jon Janeway Email & Phone Number

Wheaton, Il, Us

Oak Brook, Illinois, United States

Managed customer technology issues at all levels, triaging and resolving them through a structured workflowUtilized logging services and ran diagnostics to efficiently address service requestsSet clear expectations with customers regarding resolution timelinesAssisted clients in resolving a wide range of technical problems, including software, hardware, firmware, and security issuesConducted Break/Fix repairs within agreed service level agreement (SLA) timeframes, adhering to Apple standards for all Apple ecosystem devices and accessoriesInstalled, modified, updated, troubleshot, and repaired software, including third-party applicationsActively listened and questioned customers to understand issues, recreated problems when necessary, and provided solution optionsDocumented all problems, solutions, and recurring issuesCollaborated with end users to provide best practice and technology health suggestionsEstablished communication and transparency regarding recurring issues with all levels of the organizationTrained, managed, coached, mentored, and inspired a team of 60 part-time and full-time employees, providing constructive feedback for ongoing improvementServed as a role model for key stakeholders in Apple retail, leading by exampleAccountable for improving metrics such as same unit repair, same day repair, NPS scores, pricing exceptions, and time period sessionsManaged repair room operations, ensuring high success rates and adherence to metricsSuccessfully deescalated conflicts involving customers, end users, or fellow employees by offering effective solutions and diffusing difficult situationsPrioritized finding the best and fastest resolutions, making quality decisionsEmpowered and inspired employees through advanced training on new devices and repair strategiesDemonstrated excellent time management skills, effectively juggling multiple deadlines in a fast-paced environment.

Greater Chicago Area

Real Estate and Architectural photography company. We cover the greater Chicagoland area for all your photography needs.

Greater Chicago Area

Managed end-to-end process, including post-process follow-ups, anticipating next steps, and maintaining effective communication channelsServed as liaison and knowledge resource to foster relationships between clients and internal stakeholdersProvided technical support to realtors and team membersActed as subject matter expert for new market managers, addressing inquiries, bridging information gaps, navigating bureaucracy, and disseminating market and team updatesEfficiently scheduled workflow for multiple agents, clients, and photographers, consistently delivering exceptional customer service and perseveranceSuccessfully prioritized workload and listings for the current week while meeting multiple deadlinesRegularly communicated with management to address weekly challenges and offered suggestions for improvementEnhanced team, agent, and management efficiencies, processes, and workflowDeveloped training materials, standardized procedures, onboarding processes, and workflow documentation to support the teamConducted comprehensive training for new hires in the market, establishing daily, weekly, and monthly goalsCollaborated with agents to gather pre-listing informationOversaw online listing setup on redfin.com/MLSEnsured continuous organization of marketing materialsExemplified Redfin values within the team through consistent dedication and exemplary work ethic.

Naperville Il

IT: Tech support for small business and staff. Coached staff/clients on using technology to improve their needs. Experience includes implementing software, website building, maintenance, and updates. Assists staff and clients with technical problems on various platforms including software, desktops, laptops, printers, and mobile devices. Ability to troubleshoot, analyze problems, research solutions, and implement fixes in a timely manner, including task prioritization and project management.Ops/Cust Service/Sales: Developed rapport, relationships, and trust with external clients and internal sales. Managed client service levels and wrote processes for continual improvement and sales goals. Communicated goals, vision, and purpose to staff and clients.Tracked client contracts, expirations, and renewals. Promoted new marketing campaigns to grow the business and increase brand awareness. Followed employee/client metrics to prove results, improvements, creative problem resolution, and opportunities to upsell to clients.HR: Managed staff of 15. Recruited, interviewed, hired, counseled, and changed staff as necessary. Developed training materials, onboarding process, and workflow documentation. Conducted weekly staff meetings to communicate goals, and workflow efficiencies, delegate tasks, develop teamwork, and provide feedback through reporting and statistics. Recorded employee sessions, edited video, and mentored employees to provide best-in-class services.Marketing: Designed, photographed, and printed innovative marketing materials including flyers and business cards. Organized/coordinated company events and meetings. Created and published newsletters, blogs, and social media updates.Vendor Mgmt: Managed POS and credit card processing. Established relationships with vendors and created business accountsAcct'g: Prepared P/L, OpEx/CapEx, created forecasts, budgets, payroll, AP/AR, insurance, and banking responsibilities. Controlled expenses to help obtain goals.

Naperville

• Personally designed training and nutritional programs for clients to meet fitness and health goals• Performed and taught other employees through Fitness Assessments to identify client abilities in order to prevent injury• Catered to client schedules while providing excellent customer service and follow throughMaintained 98% client retention

Aurora Il

• Started as intern and worked up to a full time schedule via referrals within 6 months• Designed client workouts and programs to meet fitness goals• Performed fitness assessments for clients• Catered to client schedules while providing excellent customer service and follow through Maintained 90% client retention

Schaumburg Il

• Promoted from Lab Technician to Assistant Manager within a year• Assistant manager for ten employees• Created weekly work schedules• Operated photo lab and trained new employees• Repaired equipment as needed• Managed store Inventory and ordered supplies• Provided sales assistance and advice to customers

Lake Forest Il

• Member of the equipment management team, organizing and maintaining all sports equipment• Worked closely with players and coaches at practices and games• Assisted with training sessions with athletes in gym settings, as well as on the field• Observed dynamic interaction between management, coaches and players to learn a cohesive team environment