Jonathan Bedoya Email & Phone Number

Colorado Springs, Colorado, United States

- Managing a team of 18 rapid response experts specializing in escalations, critical situations, and recovery assistance for hundreds of S500/Enterprise-Level customers- Proactively ensuring KPIs are met to drive proper business delivery and all target SLAs are met at a global level- Acting as a primary escalation point for team operational issues and customer delivery management- Providing accurate and timely communications to all stakeholders across multiple channels to address issues- Reviewing processes and workflows to diagnose areas of opportunity and propose improvement plans where gaps are found- Driving business strategy to maximize operational excellence in accordance with the overall organizational strategy

Colorado Springs, Colorado, United States

- First point of contact with customers to support their query – working within a ticketing system to compile and analyze customer requirements to give the best advice and resolve their query - Take, own, and close the customer support tickets as assigned, seeking support where required- Build strong customer relationships by driving issue resolution as a liaison between customers and various support levels and departments

Colorado Springs, Colorado, United States

- Utilize multiple billing systems to fulfill customer billing inquiries, process payments, build positive relationships, and create a quality customer experience - Alleviate customer concerns regarding services and pricing - Educate customers on billing cycles, due dates, and payment arrangements

Fort Carson, Colorado

10th Special Fores Group (Airborne)- Responsible for the training of 150+ employees in hazardous situational response and protective measures. - Oversaw utilization of resources during real-world training exercises, ensuring 100% safety compliance and all personnel receiving completed qualifications on all tasks.- Supervised security of over $2.5 million worth of weapons, ammunition, and highly sensitive equipment, resulting in zero loss during several equipment transfers.- Reported all requirements and updated policies to Managers, Leaders, and Subordinates to ensure maximum compliance across all sections.

Fort Bragg, North Carolina

112th Signal Battalion (Special Operations) (Airborne)- Coordinated over 1,000 training events for over 3,000 Soldiers, ensuring maximum effectiveness of all training resources, including ammunition, explosives, riot control agents, and pyrotechnics- Personally trained 10 subordinates in Armorer and Hazardous Response Operations, ensuring those subordinates could then train their respective teams to 100% efficiency- Identified equipment shortfalls and developed a maintenance tracking system, raising equipment reediness from 70% to 100% in 2 months

Fort Hood, Tx

2nd Chemical Battalion- Directly assisted in the leading, training, and mentorship of 7 employees- Maintained extensive records on all legal investigations across four sections/100+ people- Designated as a personal driver for management, extensive driving experience in all conditions with several different types of vehicles

Camp Humphries, South Korea

304th Integrated Theater Signal Battalion- Managed all emergency response training for a company of 100+ personnel- Conducted extensive reporting on the completion of training and overall passing scores- Supervised the issue of equipment to 100+ personnel and deployment of equipment to reach complete combat readiness- Selected as personal driver for higher management, experience driving in a foreign country