Johnathon Jackson Email and Phone Number

Surfaced insights from the business to our leaders and created resources that helped leadership make better decisions while providing tools to help people interact with WF P&O for better outcomes. ► Provided the Chief Operating Officer monthly files of our workforce KPIs with views detailing the variance from our year-to-date outlook to our committed view and prior year actuals and staffing views by examining trends that help us make sizable hiring decisions that balance to P&L.► Created a power of one document to live in the single source of truth for the Business Strategy & Investment Planning Governance team to enable them to collaborate across teams and deliver better results for business cases.► Put in motion a span and layer project that assists leaders with hiring to target ratios and in a future iteration, will differences between Retail, Customer Service Mobile, Customer Service Fios, and Inside Sales.

I provided Intraday Management support to Consumer Inside Sales while the organization increased frontline headcount by over 1000 Specialists due to retail workers being deployed to work remotely. I also delivered analysis and recommendations through self-initiated projects to enhance the department during growth. Key Accomplishments► Developed IMT Dashboard using Google Data Studio for Consumer Inside Sales leadership to view as a way to make data-informed decisions on daily operations within the business.► Created Google Data Studio Dashboard to display MTD data for System Issues / Building Closure. ► Subject Matter Expert for Google Data Studio for Consumer Inside Sales. Creating and assisting in the development of dashboards and troubleshooting issues.

I was assigned to a special project in support of over 5,000 retail customer service representatives working remotely due to COVID-19. I functioned as a team lead, handling and resolving escalated calls, utilizing knowledge and skills to propose comprehensive solutions, and facilitating brand repair by de-escalating customer issues. I provided representatives with ongoing coaching and training.Key Accomplishments► Generated revenue of $12.00 per call, 84% above the target of $6.50 by assisting customers with adding a device or new service line. ► Exceeded call back goals with 85% of customers not calling back within the same week.

I was selected as one of 33 applicants out of 250 to support a small pilot project to ready the next generation of workers as long-tenured operational personnel take advantage of voluntary job reduction initiatives. I provided analysis and recommendations, and worked with partners and stakeholders to support training initiatives in support of the business goal to have personnel ready for positions as they come open. Key Accomplishments► Successfully ensured the completion of the specialized “Enhance the Experience” training for over 8,600 frontline employees.► Created ad-hoc reporting to determine controlled and uncontrolled/lost shrink trends and risk days within the business; developed the shrink survey and marketed its completion to over 10,000 employees to complete within two weeks.► Created charts and presentations in adherence to Brand Central guidelines to support analysis and recommendations to Senior Managers and team.

I delivered technical support directly to retail agents as they interfaced with customers to activate phones and new lines of service. My aim was to research and provide timely resolution to ensure customers left with a good experience. I acted as the Brand Ambassador for Team Gmuca to coach peers on proper business practices and to deliver exceptional customer experiences. I quickly became an SME and was given increased responsibility to take the lead in training new trainers. Key Accomplishments► During Black Friday, removed from phone support to provide guidance and assistance to the entire floor.► Served as the VerizonUP Ambassador for Team Williams to identify best practices for promoting and positioning the program to customers as a value-added service. ► Cross-trained for the CORe sales activations queue to assist and resolve retail, indirect, and national retailers with failed order activations.

I provided accurate and timely payment service and support to over 300 contractors, 14 warehouses with associated personnel, and the corporate team. Performed reviews of accounts payables, analyzed compensation-related data for wage rates, and processed payroll deductions, including garnishments and outstanding balances.

I audited work order invoices and submitted corrections to contractors daily. Oversaw the on-time arrival for appointments and successful completion of all work performed by over 300 contractors across 14 warehouses.