Jonathan Cantrell Email & Phone Number

Huntsville, Alabama, United States

Huntsville, Alabama

Assisted program manager with monthly deliverables pertaining to quality metrics andmeasurable progress.● Audited 25 calls and tickets each week and provided tangible feedback and coaching toemployees resulting in a 4% increase in our monthly customer satisfaction results.● Developed new processes, techniques, and tools to enhance software quality assuranceprocesses and methodologies that improved quality and increased efficiencies.● Initiated and delivered training materials that resulted in improving the overall quality ofthe customer experience by 3% monthly.● Created and restructured operational procedures according to customer needs andrequirements to develop effective quality control processes.● Designed new hire onboarding process with 0% churn rate resulting in 100% successratio for employee training.● Implemented strategic structure by developing a Quality Management Plan (QMP) toalign leadership vision with customer needs.

Huntsville, Alabama

● Partnered with hiring managers to discern workforce needs.● Defined job parameters, outlined desired qualifications.● Sourced, screened, interviewed and selected best-option candidates for skilled/technicaltrades, management positions and support staff openings.● Built and maintained relationships with potential partners.● Attended and represented the company at various events (Small Business Alliance,Army Pays Partnership Youth Success, NAACP Small Business, Smart Dollar FinancialPeace, Liz Hurley Breast Cancer 5k, Local School/Company Job Fairs)

Huntsville, Alabama Area

Managed and developed a team of 10-17 direct reporting customer care agents.● Developed and executed educational fairs, career development and mock interviewworkshops to develop and retain top talent throughout the Customer Care site.● Mentored and trained new and current Team Leaders.● Developed partnerships across multiple owned and operated call center sites to sharebest practices and ensured alignment of policy and procedures.● Point of contact for weekly Team Manager reports.● Conducted investigations through analyzing reporting anomalies.● Coached and mentored 250 new employees to operational proficiency annually.● Monitored, supervised and provided operational support for new employees in a trainingand production environment.● Encouraged employee performance through individual and group assessments, skills-based training and professional development training.● Facilitated production flow and positive business results by improving individualemployee performance and team consensus.● Assembled performance reports and data collection instruments for the evaluation ofemployee performance and customer satisfaction.● Researched and developed the quarterly department newsletter, which was distributedacross five company divisions nationwide.● Organized quarterly community service projects for training and developmentdepartment.● Participated in improving training in the areas of leadership, technical and administration.● Planned, established and administered the division employee development programwithout supervision and advised management on training procedures.● Developed long range plans and projects to satisfy training requirements.● Provided training plans to new agents and identified and recommended course changesthat would serve as a resource for new agents and management officials.

Huntsville, Alabama Area

Provided professional customer service assistance to new and current Directv customers.Responsible for navigating multiple data entry systems, applications, and tools to assist customers with establishing new accounts and billing disputes. Responsible for responding to customer complaints, clarifying customer needs, and resolving technical and equipment issues in prompt and effective ways.

Huntsville, Alabama Area

● Directed and motivated team of 14 customer loyalty agents with an inbound call volumeof 400-500 calls per day.● Devised and implemented strategic plans to continually boost team performance,increase customer retention and generate revenue.● Produced a 3% to 4% increase in month over month customer retention ratings byconducting individual and group trainings on building rapport and cultivating trust.● Maintained 81% success rate for monthly customer retention; continually met orexceeded metrics for 9 out of 12 months.● Led team to exceed company sales and service objectives while maintaining anefficiency rate of 100% for meeting business goals.● Achieved and maintained consistent 3% growth for key performance metrics including14-day loyalty window and customer service interaction (CSI) scores.Change Agent● Helped transform the organization by analyzing and managing organizationaleffectiveness.● Demonstrate broad industry knowledge including conceptual, diagnostic whileunderstanding the methodology for change and ethical knowledge.● Built rapport by developing strong listening skills, lasting relationships while observing,identifying and reporting findings.● Acted in accordance with organizational values to impose change among organizationalmembers.

Huntsville, Alabama Area

Award Winning Radio Station Served as daily on-air talent while monitoring and operating a digital workstation. Responsible for creating and producing advertising promotions and commercial broadcasting.Responsible for maintaining station production schedules.

Bachelor Of Arts (Ba), Communication And Media Studies

Activities and Societies: Alpha Phi Alpha Fraternity, Inc. Jazz Band NAPS- National Association for the Prevention of Starvation.

High School Diploma