Open to opportunities

Donald Jones

@donaldjones

I lead customer service, loan operations, and marketing teams to improve conversion, performance, and customer engagement.

United States

Message

What I'm looking for

I'm looking for a role where I can lead customer-facing teams, improve service and performance metrics, develop employees, and build efficient operational processes.

At Third Federal Savings and Loan, I led loan conversion efforts that ranked in the company’s top three for four years, closing more than $15 million in annual loans while completing 35+ monthly applications.

I’ve managed customer service and operations teams across Castle “The Window People,” GoPuff, Cleveland Heights Parks and Recreation, and Third Federal. I train employees, monitor performance and service metrics, build engagement plans, and keep CRM and participant data accurate.

I also bring technical operations experience from Cleveland Clinic and The Copious Group, supporting hospital equipment, MySQL databases, website backups, and cloud-based database systems. I’m comfortable leading teams, solving problems quickly, and improving processes in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Current

Marketing/Customer Service Supervisor

Current

Castle The Window People

Jan 2026 - Present (7 months)

Assisted in the development and execution of marketing plans and customer engagement. Led a team to build clientele at local home shows and conferences, and tracked campaign performances using marketing metrics.

Marketing Customer Service Team Leadership Digital Marketing CRM Data Analysis

Customer Service Supervisor/ Loan Officer/Underwriting Specialist

Third Federal Savings and Loan

Jul 2021 - Jan 2026 (4 years 6 months)

Managed and closed over $15 million in annual loans, achieving top 3 lead conversion rates. Supervised customer service operations, trained staff, and ensured compliance with underwriting guidelines.

Customer Service Loan Processing Underwriting Team Leadership CRM Data Analysis Training

Program Manager/ Service Supervisor

Cleveland Heights Parks/Recreation

May 2018 - Jun 2025 (7 years 1 month)

Managed a team of 10, growing youth programs from 70 to 160 participants and expanding sports offerings. Coordinated volunteers, parents, and local sponsors.

Program Management Team Leadership Event Coordination Community Engagement

Customer Experience Manager

GoPuff

Jan 2020 - Jul 2021 (1 year 6 months)

Managed a team of up to 40 specialists, conducted performance reviews, and developed improvement plans. Monitored CRM systems to maintain service and satisfaction levels.

Customer Experience Team Management CRM Performance Management Training

Technology Support Specialist

Cleveland Clinic Hospital System

Jan 2016 - Jul 2018 (2 years 6 months)

Provided troubleshooting and repair for medical staff equipment across 30 hospital locations. Exercised on-demand problem solving in a fast-paced environment.

Technical Support Troubleshooting Problem Solving

Database Administrator

The Copious Group, LLC

Jun 2010 - Jun 2014 (4 years)

Ensured daily and weekly backups of MySQL databases and websites, maintained third-party storage, and transferred knowledge to employees and customers.

Database Management MySQL Backup And Recovery Technical Documentation