Jonathan Brock Email & Phone Number

Boise, Idaho, United States

Nampa, Idaho, United States

Boise, Idaho, United States

• Cultivates a positive work atmosphere with a keen emphasis on fostering employee development and nurturing individual growth.• Skillfully collaborates with cross-functional teams, driving process improvements and new product launches to enhance customer experiences and organizationalgrowth, while effectively communicating with both technical and non-technical stakeholders.• Led the team in achieving and maintaining an exceptional average CSAT rating of +4.86 (out of 5) since becoming a Senior Manager.• Managing a team of 5 managers and 50 individual contributors, offering guidance and support in technical operations.• A resource for the team, adept at removing roadblocks and addressing challenges to ensure a streamlined and efficient workflow.• Successfully handled high-level escalations and elevations; effectively resolving critical problems and ensuring customer satisfaction.• Effectively resolved critical customer escalations and elevations providing high levels of customer satisfaction.

Boise, Idaho

• Invested in the professional growth of team members, providing mentorship that propelled several individuals into well-deserved leadership positions.• Guided a diverse team of support engineers and technical support specialists spanning two regions (80% in NA and 20% in EMEA), overseeing daily operations and ensuring a seamless resolution of customer issues while prioritizing customer experience.• Spearheaded the transformation of a customer service team into a technical support team, demonstrating strong leadership in conceptualizing and executing the transition.• Established a comprehensive training plan, cra ed detailed documentation, and designed a curriculum to facilitate a seamless transition, ensuring each team member was well-equipped for their new role.• Contributed significantly to the enhancement of employee well-being by elevating the minimum pay from $12 per hour to $20 per hour for those assuming new responsibilities.• Orchestrated initiatives resulting in a remarkable 40% increase in team e iciency and a noteworthy customer satisfaction rating of 4.8 out of 5.

Boise, Idaho

• Provided advanced technical support to enterprise businesses; addressing complex networking and connectivity issues.• Successfully handled high-level escalations and elevations; e ectively resolving critical problems and ensuring customer satisfaction.• Collaborated with cross-functional teams, including product development and engineering, to develop solutions for intricate technical challenges. • Acted as a trusted point of contact for customers, delivering prompt and e icient assistance while maintaining a high level of professionalism.

Nampa, Id

Nampa, Id

Boise, Idaho

Boise, Idaho

Boise, Idaho Area

Boise, Idaho

Nampa, Idaho