Jon Bynoe
Dorchester,MA
Summary
Assistant General Manager with expertise in daily operations oversight and team management. Proven track record of enhancing productivity and operational efficiency. Strong leadership and customer service skills contribute to improved team performance. Focused on creating positive work environments that drive business success.
Overview
12
12
years of professional experience
Work History
Assistant General Manager
Ethos Cannabis
Dorchester, MA
06.2025 - Current
- Ensured consistent adherence to customer service standards, exceeding expectations.
- Provided training and support to staff on procedures and policies.
- Managed cash intake with high accuracy, preparing daily bank deposits.
- Mentored staff to execute operational directives efficiently and accurately.
- Streamlined processes to support annual profit goals and enhance staff knowledge.
- Oversaw daily operations, ensuring compliance with company standards.
- Trained new employees on dispensary operations and customer service best practices.
- Collaborated across departments to ensure seamless service delivery.
Call Center Supervisor
Sports Medicine North
Peabody, MA
05.2024 - Current
- Monitored call center staff, providing guidance on department policies and procedures.
- Assisted operational leadership with performance reviews to enhance team effectiveness.
- Managed daily scheduling, including approval of timecards and PTO requests, ensuring adequate staffing.
- Addressed employee relations and performance issues under manager direction.
- Participated in hiring processes, conducting interviews, and onboarding new call center agents.
- Acted as liaison between operations management and call center staff for effective communication.
- Handled incoming calls and scheduled appointments to fulfill customer needs.
- Ensured team consistently met service level goals and quality assurance targets.
Contact Center Supervisor
Mass General Hospital
Boston, MA
03.2021 - 04.2024
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Delivered constructive call process feedback.
- Interfaced with cross-functional support groups to manage daily operations.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Delivered consistent one-on-one and group training sessions to help scheduling specialists improve skills and selling techniques.
Guest Services Manager
Massachusetts Convention Center Authority, MCCA
Boston, MA
08.2017 - 04.2021
- Supervised 80 Guest Services Associates to ensure exceptional customer service standards.
- Managed schedules, payroll, and training programs for optimal team performance.
- Collaborated with clients to develop budgets for events accommodating 150 to 40,000 guests.
- Conducted performance evaluations to assess compliance with policies and enhance productivity.
- Facilitated teamwork among diverse coworkers to resolve product and service-related issues.
- Provided end-of-month audits to upper management, highlighting operational performance.
Guest Services Coordinator
Massachusetts Convention Center Authority, MCCA
08.2016 - 07.2017
- Oversaw all training initiatives for GSAs to enhance team performance and compliance.
- Created and uploaded departmental reports and staffing assignments for annual events and Attendee Satisfaction Surveys.
- Addressed guest concerns and requests promptly, ensuring high standards of customer service.
- Scheduled staff for special events, including ticket takers, ushers, and specialized service workers.
- Facilitated new hire and recurrent training programs to boost productivity and adherence to standards.
Client Service Representative
Massachusetts Convention Center Authority, MCCA
03.2014 - 07.2016
- Contributed to team generating over $5 million in annual sales during 2014-2015.
- Assisted customers with exhibitor needs at Boston Convention and Exhibition Center and John B. Hynes Convention Center.
- De-escalated customer concerns by maintaining a calm and friendly demeanor.
- Documented customer interactions to track requests, issues, and resolutions.
- Collaborated with operational teams to resolve service issues and enhance client satisfaction.
Education
Bachelor of Applied Science (B.A.Sc - Sport & Fitness Administration/Management
Salem State University
Skills
- Dutchie POS system
- Microsoft Office
- Decision-making
- Training, Development & Mentoring
- Complaint Resolution
- Issue and conflict resolution
- Processes and procedures
- Quality Control Optimization
- Relationship Building
- Recruitment and Hiring
- Workflow Optimization
- Project Management
- Data Analysis and Reporting
- Strong Work Ethic & Integrity
Timeline
Assistant General Manager
Ethos Cannabis
06.2025 - Current
Call Center Supervisor
Sports Medicine North
05.2024 - Current
Contact Center Supervisor
Mass General Hospital
03.2021 - 04.2024
Guest Services Manager
Massachusetts Convention Center Authority, MCCA
08.2017 - 04.2021
Guest Services Coordinator
Massachusetts Convention Center Authority, MCCA
08.2016 - 07.2017
Client Service Representative
Massachusetts Convention Center Authority, MCCA
03.2014 - 07.2016
Bachelor of Applied Science (B.A.Sc - Sport & Fitness Administration/Management
Salem State University
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