Jason Pope Email & Phone Number

American Fork, Ut, Us

Draper, Utah, United States

Utah, United States

Oversaw customer facing knowledge base, support site, internal troubleshooting systems, Customer Excellence Service cost reducing projects, and helped coordinate a new company-broad strategy to implement self-service as part of our core offering. Coordinated with Product, Platform, Technology, and Operations on multiple cross-functional projects resulting in over $12MM in annual run rate savings. Our intensive qualitative data analysis set us up to have productive conversations with both technology & operations teams which were willing to pivot and invest the necessary resources to take advantage of the identified opportunities which resulted in these savings.

Lindon, Utah

Managed supporting teams within Customer Solutions, including Chat Support, Social Media, VIP/Special Accounts, Troubleshooting SOPs, Knowledgebase Documentation (internal & external), Internal Communications/Training, Employee Morale, and others. Implemented new performance management metrics & leadership expectations to improve productivity across chat support by 30%. Created new chat support tools to decrease technician deployment during interactions by 20% while improving CSAT. Overhauled documentation system to ensure a consistent, and regularly up-to-date, knowledge base for employee reference.

Lindon, Utah

Created initial troubleshooting flows for employees to use during support interactions with customers. The ability to drive consistent support during interactions supported a reduction of our technician deploy rate by 50% over a 12 month period. Built & maintained troubleshooting content for customers to access both on the website and within the mobile app. Established working relationships with our product development teams to improve new product launch experience for customers & employees. Managed the floor escalation team that assisted with resolving frustrated customer situations.

Created curriculum, and ran trainings, for a leadership development program that helped grow call center supervisors to be prepared for future career growth opportunities. Managed ongoing internal communications to build employee awareness of emergent issues & improvement opportunities. Created weekly training content for upper tier call center employee development. Worked with new-hire training to update, and improve, onboarding training content. Trained, and developed, operations Assistant Managers to improve performance management & leadership skills. Created annual project plans to review and improve eNPS scores as well as employee attrition.