Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JAMAL MAHONE

Peer Support Specialist/ Crisis Response/ Client Advocacy
San Francisco

Summary

Compassionate support professional with a background in crisis intervention, customer service, and team leadership. Experienced team member with San Francisco Suicide Prevention and American Red Cross. Trained in clinical hypnotherapy with a focus on trauma-informed care. Experienced in navigating complex client needs, training frontline staff, and offering practical, empathetic support in high-stress environments.

Overview

19
19
years of professional experience
1
1
Certification

Work History

On Call Program Associate

San Francisco Suicide Prevention
01.2025 - Current
  • Answer calls from clients calling the Crisis lines or Access Line.
  • Assess suicide risks and determine plans of action.
  • Assess callers’ needs and provide emotional support in a non-judgmental manner.
  • Empower callers to explore options and make their own decisions.
  • Provide information and referrals to callers when appropriate.
  • Provide crisis intervention and emergency services as needed.

Operations Shift Lead

CloudKitchens/Mid Market Eats
05.2025 - Current
  • Organize and transport food orders from partner restaurants with accurate scanning and smart handoffs.
  • Assist CloudKitchen patrons with order placement system navigation
  • Handle administrative duties, maintain clean facilities
  • Community bridge between CloudKitchens, restaurant partners, and drivers.

Customer/Client Support Manager

Big Neon
03.2019 - 04.2020
  • Analyzed trends and data to inform decision-making and product development. Liaised with clients to better understand business needs and current market conditions to formulate product and process improvements based on 8 years event technology Customer client and support team feedback.
  • Oversaw Operations team support staffing as well as client and onsite staff training, assistance and troubleshooting.
  • Primary advocate for Client services and Customer Support channels utilizing direct intelligence from event onsaleset up, onsale days through day of event, reporting back to Engineering, Product and Biz Dev teams to improve products and user experience.

Operations Logistics Manager

Ticketfly
12.2015 - 09.2017
  • Operations teams chief administrative strategist, analysis and senior administrative primary department representative overseeing recruitment training and devloping Best Practices all of Ticketfly's global order fulfillment efforts,
  • Led Ticketfly'scoordination executiutibg order fulfillment goals by recruiting, training, leading internal/external staff standard for seasonal fulfilment efforts worldwide while managing shipping partnership development while taking
  • Responsible for shipping out 350,000+ orders globally a year with partnerships from UPS,USPS, Fed Ex, Canada Post, California Overnight o Delivering key service successes on behalf of clients including Burning Man, Riot Fest, Pitchfork Music Festival, and Austin City Limits Live

Customer Support Manager

Ticketfly
01.2010 - 12.2015
  • Developed and caled the customer support department from a team of 3 part time agents to 27 including 5 supervisors working 1500 cases a month to 22K cases a month on behalf of behalf of originally 30 Clients to over 1800
  • Managed team for technical support to customers via phone, email, and chat, in addition to providing communications between Clients and Customers and providing onsite support for in person at events and overseeing all order fulfillment
  • Partnered, onboarded, and maintained relationships with 3rd party VOIP, Help Desk and financial systems like 8x8, Chase Paymentech, Authorize.net, Desk.com, Salesforce, and more while representing customers and the support team internal product development and issues with the rest of the company.

Restaurant/Bar Manager

Piece Brewery
02.2008 - 02.2009
  • Co-managed day-to-day operations of 250-person capacity, 30 person staff restaurant and multi world brewers Cup award winning brewery
  • A part of a 3 manager team who's incharge of Front House Staff Management including hiring, training, scheduling, performance evaluations
  • Devloped program and event logistics including space preparations for private parties, band/DJ/KI bookings, scheduling

Direct to Consumer Administrator

Niman Ranch
10.2006 - 01.2008
  • Customer Support Lead taking, placing and assisting 3rd party shipped orders
  • Supervised, coordinated and trained seasonal staff of 12
  • Call Center Management, CRM, Project Management, Logistics, Human Resources, SaaS

Education

Bachelor of Arts - Psychology

California State University, East Bay
Hayward, CA
05.2001 -

Skills

    Trama-Informed care

    Suicide prevention

    Disaster response

    Telehealth proficiency

    Resource navigation

    De-escalation techniques

    Process improvement

    Organizational management

    Data analysis

    Staff training

    Inventory management

    Workflow optimization

Certification

Certified Clinical Hypnotherapist

Timeline

Operations Shift Lead

CloudKitchens/Mid Market Eats
05.2025 - Current

On Call Program Associate

San Francisco Suicide Prevention
01.2025 - Current

Certified Clinical Hypnotherapist

05-2024

Customer/Client Support Manager

Big Neon
03.2019 - 04.2020

Operations Logistics Manager

Ticketfly
12.2015 - 09.2017

Customer Support Manager

Ticketfly
01.2010 - 12.2015

Restaurant/Bar Manager

Piece Brewery
02.2008 - 02.2009

Direct to Consumer Administrator

Niman Ranch
10.2006 - 01.2008

Bachelor of Arts - Psychology

California State University, East Bay
05.2001 -

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JAMAL MAHONEPeer Support Specialist/ Crisis Response/ Client Advocacy