M
Mike Jornlin

Program Manager | ESL Teacher

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About

Experienced program manager with a demonstrated history of working in the internet industry. Strong community and social services professional with a Master of Arts (M.A.) focused in Linguistics - Second Language Education from Université Laval.

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Ulcerative Colitis
Work experience
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Oct 2019 - Present

Upwork

Jr Program Manager, Talent Success

- Resolve Customer Support escalations around talent metrics and talent badges - Moderate Community forums - Facilitate Community forum outreach for other teams - Provide support for Upwork Success Partners including inviting talent to services and providing relevant data on invited talent - Author support articles - Design and execute email campaigns to reactivate or uplevel talent - Track metrics and keep detailed records

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Sep 2019 - Present

Upwork

English as a Second Language Instructor

I teach English language skills via remote classes to adult students in Customer Support roles.

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May 2019 - Oct 2019

Upwork

Agency Program Coordinator

Support our internal program and account teams and the overall agency program in answering agency process, service, and product related questions, identifying and helping to escalate policy and process improvements, and preparing status updates.

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Dec 2018 - May 2019

Upwork

Senior Customer Ambassador

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May 2018 - Dec 2018

Upwork

Customer Ambassador

Sep 2017 - Aug 2018

Starbucks

Shift Supervisor

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Oct 2009 - Sep 2017

Self-employed

Freelance Translator

Translations and proofreading from French ➔ English

Jun 2016 - Nov 2016

Maclin Studio Inc.

Operations Assistant

- Responded to customer inquiries via phone and email - Took customer orders by phone - Established company’s amazon.ca presence, researched and set up corresponding freight account - Picked, packed, and shipped orders - Trained new shipping and receiving associates - Generated purchase orders and corresponded with vendors - Wrote product descriptions and blog posts - Edited product images to match company style guide

Aug 2008 - Oct 2016

MilwaukeeGhosts.com

Tour Guide

• Guided walking tours through Milwaukee’s Historic Third Ward • Developed historical information and firsthand accounts into entertaining scripts • Prepared segments and appeared as company representative for media coverage • Assisted with social media expansion and marketing

May 2015 - May 2016

Neroli Salon & Spa

General Manager

• Assist with Recruiting and interviewing for technical and non-technical positions • Execute Aveda product launches • Oversee marketing and inventory coordinators • Maintain excellent communication with the technical team including all current promotions and marketing efforts • Create monthly Aveda Advisor schedule • Maintain a culture of happy team & guests • Motivate, celebrate, and inspire team members • Coach, develop, and serve as a resource • Participate in new hire training and orientation • Participate in the planning of organizational needs • Practice conflict management • Preserve brand and visual standards

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Oct 2014 - May 2015

Apple

Specialist

• Worked closely with customers to determine their needs and guided them through the process of choosing the right device to meet those needs • Drove improvement in performance metrics to exceed company expectations • Was a member of the team responsible for maintaining visual brand standards • Aimed to inspire positivity in customers and colleagues

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Sep 2014 - May 2015

Wantable, Inc.

Junior Customer Advocate

• Offered customer service via email in order to respond to questions and resolve problems • Tailored customer orders to match customer style preferences and company goals

Feb 2014 - Aug 2014

ACA - Les Ateliers de conversation anglaise

English As A Second Language Instructor

• Generated lesson plans following ACA’s curriculum and used a variety of activities and resources to engage students and advance their English language skills. • Taught small classes of students that ranged from the high-beginner level to the low-advanced level.

Jul 2014 - Jul 2014

ACA - Les Ateliers de conversation anglaise

English Summer Camp Instructor

• Taught a group of 10 students ranging in age from 11 to 13 while following ACA’s curriculum • Lead and monitored group activities involving the entire camp

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Aug 2012 - Dec 2012

BuySeasons, Inc.

Social Media Coordinator

• Generated unique and engaging content for all four brands for Facebook, Twitter, Google Plus, and Pinterest on a daily basis, with multiple posts per day for each brand • Acted as liaison between Marketing and Customer Service departments, managed Customer Service Representatives assigned to customer service based, Social Media inquiries • Developed blog direction for three brand blogs, managed completion of all blog assignments, and oversaw editing and publishing of all posts • Developed and coordinated contests including writing Terms and Conditions, designing contest layout, and implementing and managing contests • Moderated blog and Facebook comments, responding to Social Media related inquiries

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Apr 2011 - Aug 2012

BuySeasons, Inc.

Content Specialist

• Wrote creative, informative, and accurate product descriptions in a search engine optimization (SEO) conscious manner for BuyCostumes.com, CelebrateExpress.com, BirthdayExpress.com, and CostumeExpress.com • Provided English to French translations for custom packaging and other business needs • Provided French-speaking customer contact support for the Business Development team

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Jul 2008 - Apr 2011

BuySeasons, Inc.

Customer Service Lead

• Created nearly 50 flowcharts of company procedures and developed them into a web-based “decision tree” • Assisted with agent questions • Handled escalated customer calls • Worked on in-sourced customer service for a sister company of BUYSEASONS, Inc. taking phone orders, resolved issues with existing orders, developing the weekly quizzes for representatives working on this project, calculating end of week statistics, and creating end of week summary for sister company • As Seasonal Customer Service Supervisor in 2008 and 2010, supervised as many as 45 seasonal customer service representatives, providing feedback and suggestions based on a compilation of data including call monitoring and sales statistics • Created weekly schedule for the support team • Handled French-speaking customer service calls and emails • Took retail customer orders and resolved issues with existing retail orders • Offered effective cross sells • Handled order placement and maintenance for wholesale and volume discount customers

Oct 2007 - Jul 2008

Pacific Wok Teriyaki Grill

Shift Leader

• Took customers’ food orders and collected payment, utilizing a computer-based point-of-sale system • Maintained a clean restaurant environment • Supervised employees, assigning tasks and answering questions • Counted cash drawers; recorded vital statistics, including daily sales and labor statistics; and performed daily accounting procedures via computer based management software

Education

2013 - 2015

Université Laval

Master of Arts - MA, Linguistics

2008 - 2011

BA, French

2007 - 2008

Theatre

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