JON MENDOZA

(647) 401-4347 jon@jon-mendoza.com jon-mendoza.com

MANAGEMENT PROFESSIONAL
Highly conscientious goal-oriented individual with over 15 years of customer service and
6 years of supervisory and managerial experience.
Skillful written and oral communicator and capable of creative problem solving.
Hardworking, customer-service oriented with a can-do attitude.

PROFESSIONAL EXPERIENCE

AudienceView, Customer Support December 2011-Present
Manager
Act as management escalation point for all new and 150+ existing accounts.
Facilitate and oversee weekly account management meetings with top-revenue
accounts and accounts in an escalated state.
Interface with senior management to develop short- and long-term
organizational goals and objectives.
Currently managing a group of 7 Support Analysts who maintain Customer
Support roles within AudienceView; managing 6 members from remote locations
across US and Europe.
Analyze, plan and implement changes to processes with a goal to reduce
inefficiencies while the organization is scaling.
Coordinate, facilitate and maintain an overall increase of productivity during a
period of heavy company growth and organizational change

Key Achievement:
Lead the team in decreasing the case backlog by 72% over a period of 6 months.
Recognized for implementing a monthly employee recognition program within
the Customer Support team.

Liberty Home Services August 2010-April 2012
Co-Owner
Partner in developing a business plan for a home services company.
Partner in all key decisions regarding all aspects of the business.
Partner in developing business practices and processes to which our company
ran and serviced our clients.

Key Achievement:
Liberty Home Services was grown to over 150+ customers and eventually sold for
a profit.





JON MENDOZA
(647) 401-4347 jon@jon-mendoza.com jon-mendoza.com

Scotia Capital, ISS-Client Services Department February 2010-November 2011

Project/Team Leader
Oversee ongoing team projects; provide feedback and reports to upper
management on completed projects.
Manage escalations from the front office FX team and resolve FX access issues
immediately.
Manage a group of 8 Support Analysts who maintain an Access Control role
within Scotia Capital; oversee employee performance and submit weekly
production statistics.
Lead and manage the team efficiently and accurately in application onboarding,
account administration, active directory management, and mail migrations of
500 users and more.
Manage the HR function in the areas of interviewing, staffing and training.

Key Achievement:
Entrusted to manage the Quality Improvement Program and interviewed over
100 of the departments employees. Discussed key areas of improvement and
presented sensitive feedback to the Director of Client Services.

Scotia Capital, ISS-Client Services Department June 2006-January 2010
Senior Support Analyst
Provide technical support to over 3000 external customers using the foreign
exchange site scotiafx.com
Cultivate strong customer relations and client loyalty as a result of dedicated
customer service.
Document and train staff of varying technical knowledge on Active Directory, MS
Exchange and over 30 different financial applications.
Manage second and third level escalations of Active Directory and MS Exchange
issues.
Ensure SOX compliance of global security policy, standards, guidelines and
procedures to ensure ongoing maintenance of security.

aiyoku March 2008-January 2009
Personal Fitness Trainer (part-time)
Design and implement training program for clients to help them reach their
desired goals within the provided timelines.
Introduce potential gym members to facility and highlight features of gym and
expertise of staff.
Drive sales of product and personal training sessions.

JON MENDOZA
(647) 401-4347 jon@jon-mendoza.com jon-mendoza.com

HP Canada, Credit Suisse Division November 2005-May 2006

ITO Support Specialist III
Provide phone support to banking staff, including high-priority stock traders.
Develop training guides and quick reference pages for staff to refer to while
learning Active Directory procedures.
Lead training of new Access Control analysts on SOX procedures and custom built
applications.
Contribute to creation of user-specific process manuals for Access Control team.

MICROCOMPUTER Science Centre Inc. April 1999-November 2005
Production Supervisor
Collaborate with Sales team and assist in making informed decisions about the
best hardware and software solutions for our clients.
Exceed customer satisfaction in start-to-finish installation and setup of computer
systems in private, school and corporate environments.
Provide creative solutions in supporting users with varied expertise and
capability, including those with physical and mental handicaps.
Supervise and train technical staff on system configurations and solving PC
problems.
Install and maintain many specialized accessibility softwares for users with
special needs.

NOTED SKILLS
Intermediate expertise with salesforce.com both at a user and administrator
level
Proactive leader with excellent interpersonal and communication skills.
Succeed at analyzing problem situations and generating creative solutions.
Dedicated, innovative and self-motivated team player and team builder.
Thrive in both independent and collaborative environments.
Facilitate a team approach to achieve organizational objectives, increase
productivity and enhance employee morale.
Proficient in the use of MAC OS X, Windows 9x onwards and MS Office Suite

EDUCATION

2000-2003 Computer Science Technology Co-op (Completed with Honours)
Sheridan College, Brampton, ON


REFERENCES
Available upon request





JON MENDOZA
(647) 401-4347 jon@jon-mendoza.com jon-mendoza.com