Jon Goodman Email and Phone Number

Utilized Kapiche Analytics Texting Tool to gain insights from customer interactions and feedback. Trained Zappos staff on Amazon's homegrown tools while merging internal tools and Kapiche. Formulated outsourcing benchmarks based on consumer feedback in alignment with Zappos' service standards. Served as statistical and operational trainer for staff at Zappos.com. Leveraged data analysis techniques to identify opportunities for process improvement.• Analyzed and developed reporting around employee and customer feedback and behaviors to drive improvements in customer service and overall satisfaction.• Devised new policies and procedures in collaboration with supply chain leadership to increase efficiencies for end customers.• Created and presented policy changes to Zappos CEO and leadership team to facilitate informed decision-making.• Established policies based on both quantitative and qualitative behaviors with agents and consumers.

Generated various compelling reports using several technologies/tools such as Excel, Tableau, Heartbeat, Oracle, and other reporting tools. Created and managed analytics and reporting capabilities for new people management system as well as prepared and presented reports to CFO by leveraging market-based approach. Conducted comprehensive training sessions for staff members to equip with necessary skills and knowledge in reporting, forecasting, and VBA (Visual Basic for Applications).• Assessed and communicated staffing needs with Zappos CEO and senior leadership.• Onboarded offshore partners from China, Philippines, Honduras, and Jamaica.• Facilitated contact center of more than 750 people by developing employee expectations, staffing guidelines, and customer experience initiatives using historical, real-time, and forecasted data.• Formulated staffing plans and established metric benchmark goals for outsourcing partners located in Jamaica, Philippines, along with development of precise modeling.

Oversaw attendance reporting process and introduced new adherence metrics for contact center. Assisted in onboarding of Tableau, while building all KPI reporting. Delivered reports on numerous metrics, including team movement, overtime allocation, department budget, contact volume, cost per, average handle time, absenteeism, headcount growth, fraud out-sort rate, service level, and overall department efficiencies. Provided ongoing education and training to employees and leadership on various aspects of call center activities, including call statistics, customer behavior, staffing trends, and new technology and tools. • Served as lead trainer for new programs and rollouts to ensure smooth flow of operations.• Acted as senior stats and operations lead for open market workforce system, enabling front-line employees to prepare schedules in real-time based on supply and demand.• Balanced and optimized customer and employee experience by utilizing historical, real-time, and forecasted data.• Contributed to development and implementation of new attendance policy and metric for contact center.• Emphasized innovation, evolution, and alignment in redefining customer service to foster culture of continuous improvement.

-Developed and implemented both online and in class courses.-Provided a wide range of lectures in the field of criminal justice ranging from one to three hours.-Strengthened students ability to strive in a Socratic setting.

~ Liaison for the Center of Crime Statistics for the the state of Nevada.~ Aided professors in day to day teaching duties.~ Assisted in the development of the Statistics book Simple Statistics. ~ Oversaw and ran numerous studies related to human behavior.