Jon Leung Email & Phone Number

Vancouver, British Columbia, Canada

As part of the New Homes Team, Jon excels in overseeing and nurturing partnerships with prominent national builders. His role entails proficiently handling project coordination, offering expert support and onboarding services, as well as providing valuable consultation to foster successful collaborations.

Vancouver, British Columbia, Canada

In my role as Customer Support Manager, I had the privilege of leading a team of 13 employees, including 2 Team Leads, to provide Tier 1 support and onboarding services to our esteemed global customer base. Driven by the vision of leveraging data to improve our department's performance, I achieved the following highlights during my tenure:• Spearheaded the implementation and development of key performance indicators (KPIs) and analytics to enhance productivity and quality goals, which significantly improved our team's efficiency and effectiveness.• Developed operational guides for various processes, such as Compensation Review, Career Development Volume and Quality Goals, Support Escalation, etc., which streamlined our workflow and provided a clear roadmap for the team's success.• Supervised daily service center operations, including monitoring inbound queues, agent productivity, and team development, which facilitated a positive work environment and allowed us to meet our targets on time and with excellence.• Achieved an average CSAT score of 92%, indicating our customers' high level of satisfaction with our services. It was an honor to lead such an outstanding team, and I look forward to leveraging these skills in future roles.

This role places me as the Playmaker, managing and coordinating for a team of 20+ frontline to deliver top-tier customer service that serves as the gold standard in our industry. • Supporting more than 7 different product lines in Tier 1, On-Boarding, Retention, and Product Coaching services.• Consistently driving an 88% Customer Satisfaction Score• Managing inbound/outbound queues with an Average Abandon rate under 5%• Developing best practices for internal and external customers• Developing and executing strategies to improve employee engagement and workplace satisfaction• Adopting new software services to improve employee toolkit

10271 Shellbridge Way, Richmond, Bc V6X 2W8

As a Training Specialist, I am charged with the training and development of 60+ employees as well as on-boarding New Hires. Additional responsibilities include:• Developing training workshops and materials to further help the department achieve their KPIs• Instructing on all product lines and procedures for both internal and customer facing issues.• Evaluating employee performance and advising on best practices• Providing remediation and education supportIn addition to regular duties, I am a regular contributor to multiple projects including:• Webinar Hosting• New Product Service Marketing• Walkthrough Content Creation and Implementation• Technical Writing

Provided excellent on-boarding and coaching services to new clients to ensure value of products/services and client retention - consistently achieving over 90% client retention rate over the 30, 60, and 90 day periods.Developed, produced, and hosted instructional content for weekly and special webinars to boost product/service awareness and usability.Developed a built-in instructional widget into both desktop and mobile software client to help guide new users through basic setup and critical features of product/software.Provided live training sessions for brokerages to introduce product/service, best practices, and troubleshoot on-site issues.

Coquitlam, Bc

Jon was responsible for managing and directing both Red Deer and Grande Prairie branches in both Field and Shop services. Jon facilitated the growth of a team by 400% over the course of 4 months, while consistently maintaining high customer satisfaction and low aged work orders.

Delta, British Columbia

Performed multiple project/campaign coordination to include Trade Show activities, event coordination, selection and procurement of promotional items, sales support, and social media management. Effectively researched, analyzed, and reported on internal and external market analysis of prospective industries for the goal of investing R&D dollars. Pitched findings and conclusions to director-level executives.

Vancouver, Bc

- Successfully directed Printer Department to consistently achieve an average of 12% higher sales per monthly sales objective.- Managed weekly sale products and displays.

- Built custom solutions for customers in computer department- Actively stayed up to date on newest technology available and how to best implement it into personalized solutions- Achieved Top 10% company wide sales result after Christmas rush 2010, which led to further employment- Provided a high level of customer service to increase repeat business and create strong customer relationships

Vancouver, British Columbia

Working with the Founder, Jon developed the Communications Plan and created marketing initiatives to increase awareness of company rebranding. This included website design, print design, market analysis, and project coordination.