Skip to content
My Resume Hub
Share
Explore

Jesse Lennon Resume

Last edited 49 days ago by System Writer
Hi! I’m Jesse! While you’re here check out my resume below and my
! Please feel free to if you’re interested in recruiting me. See for areas I’m currently interested in. Also feel free to connect with me on , or
Email Me
(will create a draft) if you’d like to chat!
Resume (Click Below)
Jesse Lennon Resume.docx.pdf
46.4 kB
Skill Word Cloud
2
Timeline
2
2017 - 2024
Board Advisor - Product, Financial, and Strategic Advisor
QA Team Lead, Ecosystems
Senior Quality Analyst, Client Services
Quality Assurance & Operations Manager
Client Support, Implementation, & Onboarding Manager
2017
2018
2019
2020
2021
2022
2023
2024
Board Advisor - Product, Financial, and Strategic Advisor
QA Team Lead, Ecosystems
Senior Quality Analyst, Client Services
Quality Assurance & Operations Manager
Client Support, Implementation, & Onboarding Manager
Professional Experience Details
2
Company
Role
Description
Skills
Company
Role
Description
Skills
2
QA Team Lead, Ecosystems
Leading QA program design and build out of Ecosystem QA programs around NFT Marketplace (Content Moderation, Fraud, Verification, NFT product support, NFT Success, Onboarding), Scaled Developer Support, Business Banking, etc.
Blockchain
Compliance
L1 Blockchains
L2 Blockchains
Cold Storage
Leadership
Product Management
Program Management
Project Management
Process Improvement
Risk Management
Team Building
Excel / Gsheets
SQL
Jira
Confuence
Salesforce
Change Management
Requirements Analysis
User Research
 Show 8 more
Senior Quality Analyst, Client Services
Designed, launched, and actively managed the Institutional Custody QA Program and Cold Storage QA Program.
Designed the Institutional Prime Brokerage QA Program
Designed the Exchange QA program and assisted in redesigning and building the Institutional Onboarding QA program to report on application level of effort and break out new and insightful KPIs.
All QA programs are designed to adhere to the highest compliance and security standards (KYC, AML, OFAC, SOC 1 & 2, etc.) and are workflow specific.
Successfully built, implemented, and owned the Critical Error Remediation program end to end for the Institutional QA to include weekly CE Aging reporting to cross functional stakeholders.
Redesigned and actively updating the crypto asset matrix for all crypto currencies stored on the Custody platform to include transaction requirements, blockchain details, and asset specific nuances related to support readiness documents.
Payments
Compliance
Blockchain
L1 Blockchains
L2 Blockchains
Cold Storage
Staking
Derivatives
Leadership
Excel / Gsheets
SQL
Team Building
Program Management
Project Management
Salesforce
Confuence
Change Management
Process Automation
User Research
Requirements Analysis
 Show 4 more
1
Board Advisor - Product, Financial, and Strategic Advisor
Advisory functions across CQ products on financial development, product development , game development, GTM strategy/tactics, Blockchain/Fintech/SaaS specific insight and industry expertise, strategic partner analysis, and tokenomic model analysis
Blockchain
Smart Contract
Compliance
AMM
Liquidity Provisioning
Tokenomics
L1 Blockchains
Staking
Derivatives
Start-ups
Product Management
Program Management
Project Management
User Research
Account Management
Quality Assurance & Operations Manager
Built, implemented, and managed a Omni-channel Quality Assurance program (phones, chat, video calls, and process oriented CRM tasks) for 2 products (Figure Home Equity Line of Credit, Figure Home Mortgage) focused on Lean Six Sigma Principles.
Managed onboarding and product training of 59 new hires over 14 months (scaled from 6 - 65).
Developed over 36 Omni-Channel Operational KPIs in Tableau. Allowed for targeted workflow enhancements leading to significant reductions in average handle time across all channels of operation. Over a 33% reduction in phone contacts through IVR enhancements. Identified over $30,000,000 in operational capacity improvements per quarter through flow time analysis.
Created and maintained key Operations SOPs and policies across 2 products to include governance and change management functions.
Lead Five9 VoIP admin responsible for building, maintaining, reporting, and improving on Telephony IVR, Agent CRM Permissions, Email Configuration, Email Management, and Integrating newly partnered companies into Figure. Managed and implemented an expedient and successful changeover to new phone software with minimal effect to operational SLAs.
Lead Intercom admin responsible for content management functions for the Article Knowledge base and saved replies across 2 products.
Payments
Compliance
Blockchain
Leadership
Start-ups
Product Management
Program Management
Process Improvement
Project Management
Risk Management
Team Building
Excel / Gsheets
SQL
Jira
Confuence
VoIP Sytems
Intercom
CRM
Change Management
Requirements Analysis
 Show 13 more
1
Client Support, Implementation, & Onboarding Manager
Reported directly to Director of Operations and VP of Client Services while providing support oversight and escalation management for SaaS client base (C-Suite level communication) of over 90 major non-profits (501c3) like CTA and NADA through collaboration with cross functional Impexium teams (Product, Consulting Management, R&D, L&D, and Engineering).
Performed employee training, client training, and QA of all support staff while leading day to day operations an escalation point for complex issues (custom SQL reporting, HTML/Javascript CMS troubleshooting, SaaS product architecture troubleshooting, and CRM troubleshooting).
Collaborated with internal Impexium teams to swiftly escalate and resolve high severity bugs while ensuring resolutions and post mortems were communicated to internal teams and to the B2B SaaS Client Base.
Onboarded new non-profit clients onto the SaaS AMS through post-sales requirements gathering and analysis, intro calls, implementation calls, product training, UAT testing, and weekly account management calls for high net worth clients.
Successfully and expediently implemented and managed CRM changeover from desk.com to Salesforce for the business including the intro call, product training calls, staff training, review and importation of over 800 existing client support cases, and UAT testing.
Leadership
Start-ups
Project Management
Program Management
Process Improvement
Team Building
Excel / Gsheets
SQL
HTML
JavaScript
Onboarding
Jira
Confuence
Salesforce
VoIP Sytems
CRM
Change Management
Requirements Analysis
User Research
Process Automation
 Show 8 more

Interested Roles
0
Role Types
Years of Exp
Level of Exp
Priority
Exp Details
Role Types
Years of Exp
Level of Exp
Priority
Exp Details
1
Quality Management
5
Open
2
Operations Management
6
Open
3
Project Management
4
Open
4
Program Management
4
Open
5
Product Management
3
Open
6
Technical Project Management
2
Open
7
Technical Program Management
2
Open
8
Onboarding Manager
4
Open
9
Implementation Manager
4
Open
10
Fullstack Developer
1
Open
11
Frontend Developer
1
Open
12
Backend Developer
1
Open
There are no rows in this table
Skills
1
Skill Type
Name
Years of Exp
Level of Exp
Skill Type
Name
Years of Exp
Level of Exp
Soft Skills
4
Leadership
10
Team Building
10
Emotional Intelligence
10
Conflict Resolution
10
Hard Skills
53
Blockchain
5
Liquidity Provisioning
2
L1 Blockchains
5
Cold Storage
3
Staking
2
Start-ups
6
Process Improvement
6
Excel / Gsheets
6
Onboarding
4
Jira
6
Confuence
6
Salesforce
6
VoIP Sytems
4
Intercom
4
CRM
6
Change Management
6
Policy Management
6
Content Management
6
KPI Development
4
Data Analysis
6
Compliance
4
Smart Contract
4
AMM
4
Tokenomics
2
EVM
4
L2 Blockchains
2
Liquid Staking
2
Index Tokens
3
Derivatives
3
Program Management
4
Project Management
4
Okta
2
User Research
4
Process Automation
6
Agile
4
Implementation
4
Tableau
3
Account Management
3
UAT
4
Payments
4
Flash Loans
2
Product Management
3
Risk Management
4
SQL
4
Requirements Analysis
4
Scrum
2
Fraud Investigations
4
RoBo Traders
2
HTML
4
JavaScript
2
Ruby
2
R
1
Python
1

Want to print your doc?
This is not the way.
Try clicking the ⋯ next to your doc name or using a keyboard shortcut (
CtrlP
) instead.