Jon Stump Email & Phone Number

Work on Kanban style dashboard for call center to help them with forward movement of sales. Made using React, Redux, Express.js, Tailwind.Used Angular and Plotly to build a dashboard for viewing various mineral sample information and views.Converted healthcare PDFs to table formats for various healthcare wordpress websites.Work with graphql and older react project to allow for complete flow of shipping, receiving, and storing items. Starting from the user generated entry of the item, smart storage solutions that suggest where things received should be stored, generating QR codes for easy receiving of items, and scheduling requests.

Vancouver, Washington, United States

Salem, Oregon

Partnered with a performance measurement lead and the highway department to deploy performance metrics and analyze current issues for possible solutions. • Researched safety metrics to find that they were lagging rather than leading indicators. • Introduced a new leading indicator along with multiple areas of safety that needed additional research and analysis to improve overall employee safety. • Supported multiple initiatives tied to ODOT’s 5 year business plan; delivered insights into sentiment data from surveys from employees, retirement/resignation data, and technology solutions.

Worked with Airflow to implement various pipelines related to the Reviews ecosystem and with non-data team members on improving data visualizations and determining the data they need. Assisted in multiple analysis tasksWorked on revamping payments process for Reviewers using Analyst tools such as Chartio, helping reduce process time by around 50%Provided support with reviewer payments by pulling relevant data and building additional tools for accounting and finance using their requirements.Learning python to implement pipelines in AirflowFurther expanded SQL skillsCreated dashboards related to Reviews and EngagementAssisted on various analysis related to reviews by other team members

• Setup multiple dashboards for the team to use for on-boarding, audits, and for tracking reviewer needs for various Nanodegrees. • Assisted with reviewer onboarding for Android Basics, VR, Deep Learning, and Business Analysis Nanodegrees. • Implemented weekly reports to show health regarding the reviews system; provided key metrics and data to determine priorities and deliverables for quality assurance.

Redwood City

Efficiently managed, maintained, and procured mobile devices for developers on all EA Mobile Studios titles. Tracked milestones for games in production to both report and assist with milestone meetings scheduling. • Analyzed procurement outlets and phone technologies to reduce costs in a quarter by $10,000+. • Collected title release dates to different mobile platforms for reporting to various cross-disciplines. • Served as the first point of contact for sunsetting of EA Mobile Studios titles for approvals and process.

San Francisco

Adapting the Lean Six Sigma method to projects and processes for Customer Service.Specializing in the Define phase for the Implementation group.Primary responsibility will be to support & implement business systems.Conduct requirement-gathering sessions with various business users to understand current process and recommend best practices.

Analyzed short and long term trends related to customer service metrics such as CSAT, NPS, Agent Rating, and ticket volume for CastleVille and Pioneer Trail.Helped decrease tickets between centralized and team efforts on Pioneer Trail by 2,000 tickets per day over a quarter.Managed vendor sites’ 100-150 agents tasked to multiple games and enabled them to resolve player’s issues while maintaining high quality responses.Partnered with global training teams to provide updates needed for agents on site for upcoming issues, new tools, and quality control of responses.Collaborated with central analytics teams to improve existing reporting tools and create new tools for more rapid reportingReshaped structure of StoryVille CS team to better help play to team member’s individual strengths and work more efficiently

Helping provide the absolute best Customer Service experience for Zynga Players across all games.Supported VIP and High Value players while maintaining a 90% NPS/CSAT.Worked with the Executive Relations Team to help process BBB tickets.Helped train agents for Voice and Tone to properly handle high value players.

Community Management and Development.Learning and implementing online marketing and research.Helped build a 30,000+ strong community.Responsible to detecting customer problems.Bring cases to technical support when necessary.Created content.Ensure customer satisfaction.

Assist customers with training or issues related to the Logos.net software.Learning processes for payroll, purchase orders, and general ledger accounting.Efficiently took charge of State Reporting issues.

• Trained to communicate more efficiently on the phone.• Solving problems for users as efficiently and effectively as possible.• Support UltraTax, accounting software for midsize accounting firms.• Systems support for GoSystems RS.

• Performed audit tasks on several properties pertaining to Mortgages.• Efficiently entered and checked credit card statements.• Reviewed minor journal entries for bookkeeping.

• Performed everyday office tasks.• Effectively filed all credit applications for the credit department 2001-2006.• Efficiently entered in new Accounts for East Jordan Iron Work’s Credit system.• Evaluated Expense Reports before final approval.

Web Development

Learning Javascript, Ruby on Rails, pair programming, TDD, Node, and React over the course of the six-month full-time program. Passed.

Bba And Msa, Accounting

Activities and Societies: Made Dean’s List for Winter Semester of 2004 with a GPA of 3.53Participated and joined the Accounting Club Fall.