Jack Mullins
Digital Platforms Tech Admin at Tresl®- Claim this Profile
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Bio
Samuel Nelson
I had the pleasure of hiring Jack on at Golden Frog and then managing him directly during his almost 3 years employed there. Jack brought with him multiple years of customer service and technical support allowing him to succeed at handling presales inquiries, technical troubleshooting assistance, and retention of customers for the multiple SaaS products we offered to our global customer base. While in the beginning, Jack isolated himself and was much more of an individual contributor, he was very open and receptive to feedback not only from myself and other members of leadership, but also other team members. During our feedback sessions he would make sure to understand the what, the why, and the desires, of which he would implement immediately. It is this paired with his customer care and technical troubleshooting skill that leadership, including myself, promoted him from the Level 1 position to the Level 2 position. I am most proud of Jack’s growth professional and personally during his time as a Level 2 agent. He demonstrated that he could overcome challenges and quickly went from being an individual contributor to being a team player. He was happy to assist his team members by assisting with troubleshooting and working outside of his normal schedule to make sure the team had coverage and be able to allow another team member time off when possible. Additionally, Jack would not hesitate to go the extra mile and replicate customer issues to get a better understanding and then pass his findings on to leadership and/or the Product Team so that we could improve the product and customer experience. I do wish our time together was longer as we were heading towards a team lead role for Jack in his career. Regardless of where Jack works, I know he will be a valuable asset to his team.
Kane Lucio
I had the privilege to work alongside Jack for the better part of almost 3 years, and he's someone you can really count on when the chips are down. He always goes above and beyond when assisting clients. I wholeheartedly believe he can fit well in any role.
Samuel Nelson
I had the pleasure of hiring Jack on at Golden Frog and then managing him directly during his almost 3 years employed there. Jack brought with him multiple years of customer service and technical support allowing him to succeed at handling presales inquiries, technical troubleshooting assistance, and retention of customers for the multiple SaaS products we offered to our global customer base. While in the beginning, Jack isolated himself and was much more of an individual contributor, he was very open and receptive to feedback not only from myself and other members of leadership, but also other team members. During our feedback sessions he would make sure to understand the what, the why, and the desires, of which he would implement immediately. It is this paired with his customer care and technical troubleshooting skill that leadership, including myself, promoted him from the Level 1 position to the Level 2 position. I am most proud of Jack’s growth professional and personally during his time as a Level 2 agent. He demonstrated that he could overcome challenges and quickly went from being an individual contributor to being a team player. He was happy to assist his team members by assisting with troubleshooting and working outside of his normal schedule to make sure the team had coverage and be able to allow another team member time off when possible. Additionally, Jack would not hesitate to go the extra mile and replicate customer issues to get a better understanding and then pass his findings on to leadership and/or the Product Team so that we could improve the product and customer experience. I do wish our time together was longer as we were heading towards a team lead role for Jack in his career. Regardless of where Jack works, I know he will be a valuable asset to his team.
Kane Lucio
I had the privilege to work alongside Jack for the better part of almost 3 years, and he's someone you can really count on when the chips are down. He always goes above and beyond when assisting clients. I wholeheartedly believe he can fit well in any role.
Samuel Nelson
I had the pleasure of hiring Jack on at Golden Frog and then managing him directly during his almost 3 years employed there. Jack brought with him multiple years of customer service and technical support allowing him to succeed at handling presales inquiries, technical troubleshooting assistance, and retention of customers for the multiple SaaS products we offered to our global customer base. While in the beginning, Jack isolated himself and was much more of an individual contributor, he was very open and receptive to feedback not only from myself and other members of leadership, but also other team members. During our feedback sessions he would make sure to understand the what, the why, and the desires, of which he would implement immediately. It is this paired with his customer care and technical troubleshooting skill that leadership, including myself, promoted him from the Level 1 position to the Level 2 position. I am most proud of Jack’s growth professional and personally during his time as a Level 2 agent. He demonstrated that he could overcome challenges and quickly went from being an individual contributor to being a team player. He was happy to assist his team members by assisting with troubleshooting and working outside of his normal schedule to make sure the team had coverage and be able to allow another team member time off when possible. Additionally, Jack would not hesitate to go the extra mile and replicate customer issues to get a better understanding and then pass his findings on to leadership and/or the Product Team so that we could improve the product and customer experience. I do wish our time together was longer as we were heading towards a team lead role for Jack in his career. Regardless of where Jack works, I know he will be a valuable asset to his team.
Kane Lucio
I had the privilege to work alongside Jack for the better part of almost 3 years, and he's someone you can really count on when the chips are down. He always goes above and beyond when assisting clients. I wholeheartedly believe he can fit well in any role.
Samuel Nelson
I had the pleasure of hiring Jack on at Golden Frog and then managing him directly during his almost 3 years employed there. Jack brought with him multiple years of customer service and technical support allowing him to succeed at handling presales inquiries, technical troubleshooting assistance, and retention of customers for the multiple SaaS products we offered to our global customer base. While in the beginning, Jack isolated himself and was much more of an individual contributor, he was very open and receptive to feedback not only from myself and other members of leadership, but also other team members. During our feedback sessions he would make sure to understand the what, the why, and the desires, of which he would implement immediately. It is this paired with his customer care and technical troubleshooting skill that leadership, including myself, promoted him from the Level 1 position to the Level 2 position. I am most proud of Jack’s growth professional and personally during his time as a Level 2 agent. He demonstrated that he could overcome challenges and quickly went from being an individual contributor to being a team player. He was happy to assist his team members by assisting with troubleshooting and working outside of his normal schedule to make sure the team had coverage and be able to allow another team member time off when possible. Additionally, Jack would not hesitate to go the extra mile and replicate customer issues to get a better understanding and then pass his findings on to leadership and/or the Product Team so that we could improve the product and customer experience. I do wish our time together was longer as we were heading towards a team lead role for Jack in his career. Regardless of where Jack works, I know he will be a valuable asset to his team.
Kane Lucio
I had the privilege to work alongside Jack for the better part of almost 3 years, and he's someone you can really count on when the chips are down. He always goes above and beyond when assisting clients. I wholeheartedly believe he can fit well in any role.
Credentials
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Foundational Support
ZendeskMar, 2022- Nov, 2024 -
Five9 Blended Administrator
Five9Jan, 2022- Nov, 2024
Experience
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Tresl®
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United States
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Financial Services
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1 - 100 Employee
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Digital Platforms Tech Admin
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Jun 2022 - Present
-Owned all aspects of Tresl's customer-facing digital interactions in a multichannel environment for Voice, Email, Chat, and Knowledge base. -Collaborated with IT on all customization and CRM integration tasks.-Responsible for the configuration and connection of work tools (score buddy, delighted survey, Zendesk, Five9, and Trustpilot). Including troubleshooting bugs in current workflows and integrations.-Drove optimization by identifying pain points and efficiency opportunity within the Contact Center environment configuration and implementing those solutions.-Work with stakeholders to develop new workflows and improvements to our Contact Center environment-Maintained control of access rights, security settings, and user privileges, adjusting the model as necessary.-Keep up to date as the Subject Matter Expert on new digital customer facing support features and integrations, scoping and vetting anything that could potentially improve the support experience for our agents and end users.-Oversaw the design and implementation of skill-based routing; maintain and scale configuration to handle multiple campaigns in accordance with business needs. Show less
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Digital Transactions Front Line Team Lead
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Nov 2020 - Jun 2022
-Support and guide CSR team members with customer concerns.-Supported CSR supervisors with operations/SLA monitoring, as well as cover for supervisor's scheduling gaps. -Sole Zendesk Administrator at Tresl. Built multiple departments from the ground up within Zendesk in an effort to assist in increasing company efficiency.-Five9 administrator: Assistance with supporting our end users with technical needs related to Five9. -Create end user internal and external support documentation.-Created and maintained internal feedback loop process for customer reviews as a part of our Voice of the Customer initiative.-In charge of curating data from multiple review sources to assist in building presentation slides used to show "Pain Points" within company process. -Participate in the testing of our internal applications and services. Show less
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Golden Frog, GmbH
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Technology, Information and Internet
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1 - 100 Employee
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Level 2 Customer Success Representative
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Sep 2019 - Aug 2020
-Support and guide L1 team members with customer concerns and direct to knowledge base resources-Provide quality support while adhering to SLAs to our global customer base via chat and email for all consumer brands-Provide phone support for our VyprVPN Business Sales Team when necessary-Monitor and report our systems and service environments-Participate in the testing of our applications and services across all supported platforms.-Create Help Center and Blog Articles as needed.-Create internal department documentation as needed.-Track, replicate, and report emerging issues to appropriate departments.-Manage first level escalations.-Provide “white-glove” support to our Business, Affiliate, Reseller, and ISP customers-Review and Process Refund requests-Review and process chargeback alerts and inquiries-Respond to Social Media Customer interactions on Facebook, Twitter, Discord, Reddit, and our forums-Respond to App reviews within the mobile app stores for Android and iOS and or other identified platforms-Built and maintained a strong, positive rapport with customers-Escalated issues to the appropriate team or staff, as needed.-Problem Ticket management, including translating findings into action items to assist in resolving the issue in a timely manner-Follow-up with all customers who submit a dissatisfied customer survey response Show less
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Level 1 Customer Success Representative
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Mar 2018 - Sep 2019
-Provide quality support while adhering to SLAs to our global customer base via chat, email, and phone for all consumer brands.-Participate in testing of our applications and services across all platforms.-Review and determine when accounts are created fraudulently.-Adhere to quality, volume and performance metric KPIs.
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Tier 2 Technical Support for Google/Nest
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Jan 2015 - Mar 2018
-Received consult calls and escalations from front line support and customers that focus on Nest hardware, software, services, and network related issues.-Handle questions via the telephone and email.-Maintain ownership of cases through final resolution.-Multitask through multiple tools while troubleshooting with customers.-Identified emerging issues with Nest products and sent detailed cases to Nest engineering department.-Evaluate and takes action on requests for exceptions to Nest support policies.-Acted as the last point of contact for the customer.-Proactively identified ways to avoid recurring issues through knowledge base suggestions and corrections.-Achieved call center metrics including Customer Satisfaction, average handle time, as well as schedule adherence and following prescribed processes. Show less
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Social Care Agent
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Nov 2017 - Jan 2018
-Responded and assisted customers with technical issues on Facebook, Twitter, and Youtube. -Input reviews from Amazon and Best Buy into our system and replied to reviews when needed. - Maintain ownership of cases through final resolution. -Multitask through multiple. -Identified emerging issues with Nest products and maintained direct communication with Nest engineers when an issue was noticed. -Evaluate and took action on requests for exceptions to Nest support policies. -Proactively identified ways to avoid recurring issues through knowledge base suggestions and corrections. -Achieved call center metrics including Customer Satisfaction and service levels as well as schedule adherence and following prescribed processes. Show less
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Education
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2003 - 2007
Klein High School
Community
