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 escalation workflows• 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 save• 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 and internal engineering/operations teams• 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 overall club culture.

Las Vegas, Nevada

Las Vegas, Nevada