Jonathan Stokes Email & Phone Number

Alpharetta, Georgia, United States

Alpharetta, Georgia, United States

Alpharetta, Georgia, United States

• Managed a team of professional individual contributors, such as process improvement specialists and data analysts; aligning their efforts to reduce redundancy and maximize results.
• Facilitated Multi-site Kaizens and other large-scale continuous improvement events for Customer Service, Technical Support and Field Operations teams.
• Performed training and mentoring for other leaders on Kaizen facilitation and was responsible for the charter and prioritization of Kaizens within the Alpharetta site.
• Facilitated OBEYA and other multi-site Visual Management meetings to drive organizational KPI’s and ensure alignment with strategic planning.
• Managed medium-scale multi-site projects such as contact channel improvements, building expansions, and represented NA service teams in larger-scaled projects such as global CRM consolidation.
• Administered Quick Base Realm permissions and built Quick Base apps such as an intern CRM for service teams to bridge the gap from one CRM to another

Alpharetta, Georgia, United States

• Managed the day-to-day activities, capital allocation request, and budget for site-related projects such as building expansions and system’s upgrades; ensuring that the projects were properly scoped, finances.
• Represented Customer Care in larger scope IT and Product related projects such as CRM deployments and product launches, managing tasks assigned to my organization as sub-projects to ensure alignment to the master.
• Participated in and facilitated site-level Kaizen (continuous Improvement) events and address organizational challenges such as KPI misses and process standardization.
• Built standardized interview process to improved applicant selection and reduce turnover within the customer care organization.
• Developed Quick Base apps to automate and manage long-term initiatives, such as sales leads and opportunity management or workforce schedule and demand alignment.

• Managed 22 customer-facing technical support associates, driving productivity up 14% year over year through performance planning and coaching.
• Led the selection and onboarding of applicants for Technical Support roles and facilitated new-hire training sessions.
• Developed standardized individual metrics across department to enable accountability and recognition within the technical support department.
• Facilitated visual management meetings of department Key Performance Indicators (KPIs) to quickly recognize issues and develop effective countermeasures the root cause those issues.
• Addressed leadership escalations effectively and quickly.
• Developed New Hire and Continuing Education training programs

Alpharetta, Georgia, United States

• Built and populated product knowledge base.
• Provided assistance and coaching to Tier I Technicians
• Member of a task force to identify and improving inefficient processes and systems within our facility.

Alpharetta, Georgia, United States

• Provided phone-based troubleshooting support to end-users and onsite technicians
• Met and exceeded individual KPI (Key Performance Indicator) goals.

Masters (Mba), Buisness Administration, 4.0

Concentration in Human Resource Management

Bachelors Of Science (Bs), Techncial Management, 3.42

Concentration in Computer Science

Associates Of Computer Science, Network Administration, 4.0

In July 2009 West Central Technical College and West Georgia Technical College consolidated operations to form a new institution called.