Jason Gardner Email & Phone Number

Phoenix, Az, Us

Scottsdale, Arizona, United States

Tempe, Arizona

Tempe, Az

Managed up to 50 direct and indirect employees for a client-specific custom business efficiency solution that involved custom hardware and software for up to 250 international clients. Managed SOX compliance, costs, and all processes for hardware, SAAS, and professional services revenues.•Served as the principal contact for up to two hundred and fifty global companies. I was responsible for every aspect of training, field service, customer support, product quality, professional services, accounts receivable, accounts payable, and order fulfillment departments with 55 direct and indirect reports. •Reduced operating costs in every department by more than 10% by developing and executing a strategic process improvement plan to create Standard Operating Procedures and requirements for every job role within Operations department of the Business Unit. •Achieved cost savings year-over-year by creating continual process improvement program set around each department and critical KPIs, which were monitored and controlled. Ensured every process had ability to be adjusted in order to achieve goals.•Reduced overall time to invoice for new clients and products 66% by providing operational direction for all aspects of the released products. •Facilitated 10% increase in professional service revenue and up to 20% reduction in client churn by creating new professional service revenue streams for business unit.•Ensured attainment of customer satisfaction, average work time, sales, attendance, budget and revenue goals by creating dashboard for critical performance indicators that was viewed at organization level or individual contributor level. •Improved order to cash process from 42 days to 2.5 days by using PMI and Lean methodology.

Tempe, Arizona

Managed a department-specific to project management and implementations with up to 18 direct reports. Served as a primary communications liaison between other departments and coordination of to customer care and customer engagement. Created and monitored and controlled the international project implementation process. • Reduced overall implementation time by 66% via process improvement initiative and managing, training, and coordinated all project management activities during the implementation of a customized business solution designed to optimize business processes. • Reduced employee churn by 40% during my time managing a team of up to eighteen individual Project Managers Implementing a customized business solution globally. • Ensure attainment of customer satisfaction by coordinating sales, field service, customer support professional services, order fulfillment, and billing departments. • Reduced order to invoicing timeframe by 33% by developing a project-based module within Salesforce.com complete with customized reports in order to monitor, control, and improve operational efficiency within the department and throughout the business unit. • Created a PMI/ Lean based methodology to optimize the implementation project process for a custom business solution. • Created one of the best employee satisfaction scores in the company by functioning in a lead role in order to create people value-added programs and incentives for 60 individuals in different roles in Operations. • Consistently improved technical support resolution time by implementing tracking and monitoring of tickets by acting as Salesforce Program Administrator for a product line for customized global customer solutions including software, hardware, and professional services with over 17,000 different product combinations.

Mesa, Az

•Managed 25-45 escalation associates handling irate customers and resolving customer issues and up-selling to the customer when the issue is resolved•Provided coaching, development, career planning and discipline to customer service representatives that reported to me.•Demonstrated negotiation skills between labor relations management and non profit managers.•Served as Lead Provisioning Manager for multiple call centers totaling 1,000-2,000 employees, processing over 1.0MM daily calls.•Assisted in opening international call center in Philippines•Provided operational direction for international/domestic inbound call traffic.•Ensured attainment of percent answered, average work time, sales, attendance, budget and revenue goals.•Instituted improved/upgraded operational policies/procedures•Created customized CMS/IEX reportage systems to accurately track team performance and specify operational improvements.•Utilized advanced applications to monitor performance including Avaya CMS Supervisor, IEX, Knowledge Management Database, PMX TERM, IWS and Microsoft Office Suite.•Lead Manager role in determining sales promotions and incentives for 1,000 – 2,000 Service Representatives*Awarded Circle of Excellence Award recognizing me as the top .05% of AT&T management