Jonathan Colon Email & Phone Number

New York City Metropolitan Area

• Established and integrated aggregate onboarding KPI metrics into Zendesk Sell, ensuring effective monthly tracking and alignment with companywide OKRs, significantly enhancing onboarding processes.
• Created and executed programs that enabled swift and efficient software adoption by providers and their staff, streamlining the onboarding process and improving overall user satisfaction.
• Leveraged Zendesk Support to systematically monitor customer experience and satisfaction, as well as manage ticket turnaround time, leading to improvements in response and resolution efficiency.
• Applied advanced troubleshooting techniques using tools such as Wireshark, PowerShell, and Bash to address and resolve networking issues, enhancing system reliability and performance.
• Contributed valuable insights and recommendations on customer feature requests as part of the Request Review Committee, facilitating the development and rollout of new features that bolstered user engagement.

Greater New York City Area

• Created and automated scripts for aggregating and computing key performance indicators, streamlining the reporting process and providing actionable insights in an accessible format.
• Designed and delivered targeted training sessions to enhance the support staff’s understanding of software features, significantly improving team efficiency and effectiveness.
• Developed scripts to consolidate cross-team information, facilitating smoother project coordination and enhancing overall project execution.
• Implemented a structured approach to training and performance evaluations, supporting continuous skill development and contributing to improved staff engagement and retention.
• Set and monitored both short-term and long-term performance objectives for the support team and individual members, resulting in enhanced productivity and performance outcomes.

New York, New York, Stati Uniti d'America

• Successfully managed the onboarding and training of numerous new clients, customizing software and system configurations to their specific requirements and leading to an increase in client adoption and effective use.
• Created and implemented best practices for software and system configuration, resulting in faster setup times and smoother transitions for new clients.
• Reduced average issue resolution time by streamlining the configuration of software and system settings and implementing effective troubleshooting measures, which led to notable improvements in client satisfaction.
• Developed a streamlined feedback process for IT that improved issue management efficiency and contributed to a reduction in software bugs through targeted feedback and collaborative efforts.
• Established a comprehensive system for tracking and addressing recurring issues, leading to a significant decrease in repeat problems by addressing root causes and working closely with IT on preventive solutions.

• Delivered high-quality customer service by addressing inquiries, resolving issues, and providing comprehensive information, earning commendations for superior customer engagement.
• Developed and implemented effective protocols for managing customer inquiries and common issues, significantly enhancing operational efficiency and service delivery.
• Trained new personnel on Customer Service and Produce Department standards, resulting in improved team performance and service excellence.
• Managed the unloading, storage, and organization of perishable shipments, ensuring adherence to industry best practices and maintaining the highest standards of product quality.
• Conducted process evaluations and recommended strategic improvements, leading to enhanced customer service responsiveness and operational practices.

• Enhanced document handling protocols by streamlining the distribution and shredding of sensitive documents in support of the Document Management Department.
• Facilitated efficient mailroom operations by overseeing mail delivery and collection, managing internal document distribution, and operating the Pitney Bowes postage machine.
• Executed the preparation and organization of Enrollment Kits for distribution, ensuring accurate and timely delivery to all members.

Bachelor Of Arts (B.A.), Political Science And Government

Studied statistics and how they applied to politics. Improved my analytical skills as well as my research skills by participating in.

Diploma

Participated in SING, a theatrical production, organized, written, directed, and performed by the students. Office Assistant to the AP of.