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Jonathan
Customer Experience & Process Improvement Specialist with 8+ years in Call Center and Healthcare
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Competencies
Provided high-quality customer support via email, voice, and chat channels, resolving inquiries and complaints professionally.
Analyzed operational issues and implemented process enhancements for efficiency and compliance.
Conducted coaching sessions and monitored team performance to ensure achievement of monthly results.
Managed projects involving space optimization, SOP development, and internal controls across multiple regions.
Performed data analysis to identify operational issues and suggest improvements in processes and compliance.
Education
Languages
Summary
Experienced in coaching teams, managing projects, and analyzing data to improve customer service operations and compliance across diverse industries. Skilled in process improvements, staff development, and operational strategy.
Key Achievements
- Led coaching and development for a team of 7 at Nova Skin Center, enhancing operational efficiency.
- Managed project planning, SOP improvements, and space optimization at ScotiaGBS across multiple regions.
- Directed QA processes and team performance with a focus on compliance and customer satisfaction at ScotiaGBS.
Experience
Customer experience manager
Define strategies for weekly and monthly results., Coaching and development for 7 of my team members., Data analysis of operational issues for process improvements., Process improvement of daily and monthly tasks., Administrative tasks such as reports, payroll, etc.
Business Integration Analyst
Project management for internal and external customers., BCP., Seating and space optimization for all regions., SOP and process improvements for all regions of the call center.
Quality Analyst Lead
Define plans to achieve monthly results with my group in charge., Coaching, development and follow up to team members, advisors, supervisors and managers., QA for client contact to 8 team members through email, voice and chat channels., Work on customer contacts via ticket, email, voice, chat, to...
Customer service representative
Resolve service inquiries, technical issues and complaints in a timely and professional manner., Deliver excellent customer experience through empathy, active listening, and clear communication., De-escalation and resolving issues effectively.
Planning assistant (University practice)
Specialized support and customer service to high-profile clients., Development activities related to production planning., Reports., SAP.