Jon Dean Email & Phone Number

• Project Manager and lead contact of Incident Response workflow; including the discovery, requirements gathering, and design, to escalate and triage Enterprise incident reports within a 24 hour SLA
• Write and deliver the organization wide technical bug awareness communications including immediate alerts, updates on remediation, and resolution
• Design the Incident Response trainings and deliver trainings to new and existing employees transitioning to Incident Management
• Write internal and customer facing SOPs on new technical workflows and product releases
• Support new product releases by updating the backend infrastructure for Enterprise customers
• Partner with Operations, Product, Sales, and Engineering to design a new customer facing feature request workflow including an intake process, prioritization, and feedback loop mechanism

• Develop and deliver trainings for Tier 1 & 2 new and transitioning Product Support on technical skills to address support issues within SLA, while creating a superior and empathetic customer experience
• Consult for Operations Leadership on internal presentations and communications that are accessible for a variety of learning and communication styles, and effectively guide employees through change management activities
• Main POC for customer onboarding support, product support, escalations; developing learning focused relationships to increase customer product knowledge, satisfaction and retention
• Voice of the customer liaison between Customer Support, Customer Success, Product and Engineering Leadership; partnering to create feedback loops and improve software support trainings, onboarding materials, SOPs and.
• Investigate and log technical issues to troubleshoot, remediate, identify trends, and refine product requirements in partnership with Engineering and Product__Awarded:
• Aug '23 - Scaled Ops & Support Hero of the Week | Customer Obsessed

• Maintain technical knowledge of three hospitality tech companies, acting as the lead point of contact for a revolving 30+ customers on technical support queries, troubleshooting and escalations to improve CX and churn.
• Specialize in software and hardware integrations between 3 companies, 30+ third party software vendors, and customer hardware (desktop, printers and POS systems); acting as an SME and feedback liaison between customers.
• Develop and deliver trainings for Tier 1 Support Specialists, and consult with Operations Leadership to refine and define organization success metrics__Awarded:
• Dec '22 - Scaled Ops & Support Hero of the Week | Customer Obsessed
• Feb '23 - Scaled Ops & Support Hero of the Month | Customer Obsessed
• May '23 - Scaled Ops & Support Hero of the Month | Customer Obsessed

Boston, Las Vegas

Huntington Beach, CA

• Lead customer experience and product knowledge expert for high volume craft brewery, a subsidiary of Anheuser-Busch, responsible for increasing month over month sales revenue
• Maintain, record and manage staffing needs and vendor relations for weekly inventory and delivery needs
• Merchandise marketing and backend website management (Shopify)Key Accomplishment: Promoted to the first supervisor position after 2 months of employment to lead brewery and restaurant operations.

Las Vegas Metropolitan Area

• Supported disabled and/or elderly clientele with all facets of daily life including; administration and oversight of medication, medical appointments, personal tasks and social outings
• Crafted and prepared all of clientele’s daily meals for optimal personalized nutritionKey Accomplishment: Coached elderly client to pain free mobility within 3 months, successfully avoiding a recommended surgery.

Las Vegas, Nevada

• Wrote and enforced internal policies and recruitment practices to improve business and customer efficiency
• Designed and conducted personalized education classes for clients on fitness form, technique, and optimal nutritionKey Accomplishment: Regularly recognized by numerous members for driving and dramatically improving.

Las Vegas, Nevada

Las Vegas, Nevada