Jon Mullen Email & Phone Number

New York, Ny, Us

New York City Metropolitan Area

- Scaled Agent Success function from 1 to 6 members over the course of 18 months by managing the hiring and training experience for new team members. - Designed internal onboarding and internal training process for scaling team function.- Acted as day to day manager hosting one on one’s, performance reviews and performance feedback to a team of 5 reports. - Managed relationship with third party vendors to ensure satisfactory experience with customer user base. - Implemented and… Show more - Scaled Agent Success function from 1 to 6 members over the course of 18 months by managing the hiring and training experience for new team members. - Designed internal onboarding and internal training process for scaling team function.- Acted as day to day manager hosting one on one’s, performance reviews and performance feedback to a team of 5 reports. - Managed relationship with third party vendors to ensure satisfactory experience with customer user base. - Implemented and trained AI driven chat tool through UserDesk platform to more efficiently support customers at scale. Show less

New York City Metropolitan Area

- Founding member of Agent Success team for Series A startup.- Designed and scaled platform onboarding process by implementing internal tracking systems, external communication and training and product improvements - onboarding over 5000 new users over the course of 24 months. - Partnered with Sales Team and Account Managers to onboard large agency accounts from pre-sale through onboarding completion. Held regularly scheduled cross functional check-in calls, company wide training… Show more - Founding member of Agent Success team for Series A startup.- Designed and scaled platform onboarding process by implementing internal tracking systems, external communication and training and product improvements - onboarding over 5000 new users over the course of 24 months. - Partnered with Sales Team and Account Managers to onboard large agency accounts from pre-sale through onboarding completion. Held regularly scheduled cross functional check-in calls, company wide training sessions, and timely support to key partner accounts. - Achieved 61% Daily Active Usage (DAU) for VIP customers - 11% higher than the company’’s OKR target goal.- Developed training content for the Spark platform for all each product feature and new product releases. Conten included the Spark Help Center, training videos and guides, and live webinar sessions.- Collaborated with Product and Marketing teams on agent communications concerning new product releases, tools training and other important customer updates.- Point of contact for customer feedback concerning technology and services rendered. Show less

New York City Metropolitan Area

Support Compass' real estate customers in leveraging our industry-leading self-service technology platform to grow their business as an ambassador, relationship manager, business coach, and expert for a roster of Compass real estate agents. - Converted over 85% of agent roster into "Power Users" over the 2021 calendar year by developing and executing customized business plans for customers that promoted by platform use and business results for customers. - Managed Zendesk Ticket… Show more Support Compass' real estate customers in leveraging our industry-leading self-service technology platform to grow their business as an ambassador, relationship manager, business coach, and expert for a roster of Compass real estate agents. - Converted over 85% of agent roster into "Power Users" over the 2021 calendar year by developing and executing customized business plans for customers that promoted by platform use and business results for customers. - Managed Zendesk Ticket responsibilities with an average QA score of 4.9/5 for duration of time in role.- Received a 4.9/5 QA score for onboarding of New Customers.- Elected to the 10x10 taskforce of for the '22 Q1 by management to leverage creative solutions to the greater NY Metro Agent Experience Team.-Developed Rental Training Program & Resource Site for to better support a growing population of underserved customers. Show less

New York City Metropolitan Area

Contribute to both brand services and operations department for a Creative Agency & Event Production company specializing in the Spirits Industry.-Developed National Cocktail Strategies for multiple brands in Diageo's portfolio.

New York City Metropolitan Area

Founded a web-run cocktail delivery service amidst the COVID 19 bar shutdown in NYC. What started as an Instagram post turned into a full-fledged service. As the business grew I built a website, hired couriers and donated a percentage of income to Civil Rights and Unemployment Organizations.- Safely executed over 1000 deliveries in 7 months.- Pivoted systems based on customer feedback by building a website to better present service to new customers and improve upon returning… Show more Founded a web-run cocktail delivery service amidst the COVID 19 bar shutdown in NYC. What started as an Instagram post turned into a full-fledged service. As the business grew I built a website, hired couriers and donated a percentage of income to Civil Rights and Unemployment Organizations.- Safely executed over 1000 deliveries in 7 months.- Pivoted systems based on customer feedback by building a website to better present service to new customers and improve upon returning customer experience.- Executed weekly newsletter using Mailchimp to encourage repeat business, while simultaneously generating a pipeline of new clientele via Instagram, in-person events, and word of mouth. - Implemented container recycle program with an emphasis on net-neutral cost, environmental sustainability, and community employment opportunities.- Donated 10% of profits to civil rights and unemployment organizations to help others while continuing to build business Show less

Greater New York City Area

Managed and Directed build out and opening of high profile bar/cafe in West Village as first employee on staff.-Acknowledged by Tales of the Cocktail Foundation on short list of "Best New Cocktail Bar, Northeast" in 2019-Trained staff of 20 servers and bartenders to execute attentive service in high volume and high intensity environment.-Acted as project manager through the final months of restaurant construction.-Conceptualized, implemented and oversaw detailed opening… Show more Managed and Directed build out and opening of high profile bar/cafe in West Village as first employee on staff.-Acknowledged by Tales of the Cocktail Foundation on short list of "Best New Cocktail Bar, Northeast" in 2019-Trained staff of 20 servers and bartenders to execute attentive service in high volume and high intensity environment.-Acted as project manager through the final months of restaurant construction.-Conceptualized, implemented and oversaw detailed opening, closing and transition SOPs for bar, floor and porter staff.-Received "A" letter grade on initial NYCDOH health inspection Show less

Bachelor Of Arts - Ba, English Language And Literature, General

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