I had the privilege of leading a team of 13 employees, including 2 Team Leads, to provide Tier 1 support and onboarding services to our esteemed global customer base. Driven by the vision of leveraging data to improve our department's performance, I achieved the following highlights during my tenure:

• Spearheaded the implementation and development of key performance indicators (KPIs) and analytics to enhance productivity and quality goals, which significantly improved our team's efficiency and effectiveness.

• Developed operational guides for various processes, such as Compensation Review, Career Development Volume and Quality Goals, Support Escalation, etc., which streamlined our workflow and provided a clear roadmap for the team's success.

• Supervised daily service center operations, including monitoring inbound queues, agent productivity, and team development, which facilitated a positive work environment and allowed us to meet our targets on time and with excellence.

• Achieved an average CSAT score of 92%, indicating our customers' high level of satisfaction with our services. It was an honor to lead such an outstanding team, and I look forward to leveraging these skills in future roles.

This role places me as the Playmaker, managing and coordinating for a team of 20+ frontline to deliver top-tier customer service that serves as the gold standard in our industry.

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• Managed support/success teams of 20 staff members to cover a range of 7+ different product lines providing Tier 1, Success, Billing, Retention and Collections services.

• Consistently drove an average 88% Customer Satisfaction Score

• Managed inbound/outbound queues with an average abandon rate under 5%

• Mapped guidelines and managed processes for several new internal systems: Vonage, Salesforce, Microsoft, Google, Zoom, etc.

• Created and maintained reporting: productivity, case resolution, onboarding, etc.

• Designed operational policy including: incentive, attendance, case/call procedure etc.

• Developed employee improvement/training plans through certificate programs

• Spearheaded employee engagement efforts

• Developed self-serve options for customers through webinars, knowledge articles, and in-product enhancements

As a Training Specialist, I am charged with the training and development of 60+ employees as well as on-boarding New Hires. Additional responsibilities include:

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• Developing training workshops and materials to further help the department achieve their KPIs

• Instructing on all product lines and procedures for both internal and customer facing issues.

• Evaluating employee performance and advising on best practices

• Providing remediation and education support

In addition to regular duties, I am a regular contributor to multiple projects including:

• Webinar Hosting

• New Product Service Marketing

• Walkthrough Content Creation and Implementation

• Technical Writing

Provided excellent on-boarding and coaching services to new clients to ensure value of products/services and client retention - consistently achieving over 90% client retention rate over the 30, 60, and 90 day periods.

• Developed, produced, and hosted instructional content for weekly and special webinars to boost product/service awareness and usability.

• Developed a built-in instructional widget into both desktop and mobile software client to help guide new users through basic setup and critical features of product/software.

• Provided live training sessions for brokerages to introduce product/service, best practices, and troubleshoot on-site issues

Project management, presentation, and instructional abilities. Focused on leadership and program development, Jon is a proven mentor and educator.

As part of the CIC, Jon has developed over 100+ individuals to achieve some of the highest honours and experiences the Royal Canadian Air Cadet Program has to offer.

Leading an executive team, Jon is responsible for the successful training and development of over 150+ youth in a nationally recognized youth program.

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Personally spearheaded over 20 training events, such as leadership seminars and skills workshops; giving youth the leadership, communication, and business management skills required to attack the adult world.

Performed multiple project/campaign coordination to include Trade Show activities, event coordination, selection and procurement of promotional items, sales support, and social media management. Effectively researched, analyzed, and reported on internal and external market analysis of prospective industries for the goal of investing R&D dollars. Pitched findings and conclusions to director-level executives.

Responsible for managing and directing both Red Deer and Grande Prairie branches in both Field and Shop services. Jon facilitated the growth of his team of technicians by 400% in 4 months, while consistently maintaining high customer satisfaction and low aged work orders. He averaged about 40 - 50 service tickets in peak months with a response time of under 30 minutes.