Jonathan Brown Email & Phone Number

Miami, FL, US

Middleton, Wisconsin, United States

• Supporting the development and deployment of DEI strategy across the U.S.
• Creating and assessing the implementation of the DEI Strategic Plan.
• Monitoring the development, implementation, and evaluation of standards for cultural competence for employees.
• Providing feedback and insight to senior leadership team on issues of culture, climate, equity, inclusion, and diversity in the workplace, including recommendations and support regarding short- and long-term strategies.
• Identifying opportunities for the organization to engage with its broader communities to promote equity, social justice, and inclusion (i.e. community volunteer activities, corporate social responsibility initiatives).
• Advising the development and implementation of internal messaging regarding diversity, equity, and inclusion.

Madison, Wisconsin Area

Model the eight Core Capabilities to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility. Recent accomplishments:· Supervise day-to-day activities of customer care specialists and offshore staff in India.· Develop, support and motivate personnel to attain or exceed established goals.· Maintain harmony.

Middleton, WI

· Management of Direct import programs· Understand and communicate to all business partners both internal and external, in North America and Asia, the customer requirements for flawless execution.· Develop, build support for, communicate and implement standard operating procedures that align and compliment the corporate business strategy· Monitor and.

Madison, WI

• Direct and manage organization’s daily operations for five unique, but inter-connected support units; providing the highest quality service possible to all customers. Recent accomplishments:
• Oracle EBS Project, Jive VoIP Project, RingCentral/Five9 VoIP Project
• Lead all three projects from the vetting process to implementation and launch throughout 14 offices and 7 warehouses, including two call centers in the US and Canada.
• Ensure orders are shipped on time despite changing EBS and shipping systems simultaneously
• Train and manage sales/support teams throughout process
• Set and meet performance targets for efficiency, sales and quality

Madison, Wisconsin Area

• Responsible for the management and motivation of approximately 20 call center employees
• Provide appropriate coaching, counseling, training and problem resolution
• Develop and implement quality assurance policies, processes and standards
• Recruit, interview and hire diverse, qualified applicants
• Recommend and implement continuous improvement initiatives
• Forecast and maintain schedules for department

Black Earth, WI

Middleton, WI

• Responsible for the supervision of approximately 80-100 high-volume call center employees
• Ensure excellent service to internal and external customers while maintaining operating costs below prescribed levels by monitoring staffing levels, call volumes, and hold times
• Address employee concerns & provide problem resolution
• Work with business unit management teams to establish and achieve program goals

Madison, Wisconsin Area

• Created a new and improved workflow between creative, media and account/sales dept.
• Initiated, scheduled, tracked and supervised job timelines and progress.
• Delegated creative staff to client projects. Managed details and client expectations.
• Managed vendor relationships and secured cost-effective bids
• Researched, implemented and trained the agency in the use of project management software system
• Directed the recruitment process and training of key employees

Madison, Wisconsin Area

• Refined the existing traffic system to be more streamlined and accountable
• Guided several departments in designing and developing projects through production stage
• Established goals and milestones as per the desired results to be generated by the project
• Directly supervised Traffic Department staff and delegated assignments to Creative & Account Departments
• Proofreading and Copy

B.A., B.S., English/Political Science

Activities and Societies: 1995-1997 WUPX 91.5 FM- Music Director

Government