Jonathan Fairley, Mba Email & Phone Number

Chandler, Arizona, Us

• Managed multiple accounts as well as a key banking Client’s Service Desk and designed strategies to reduce total contacts while improving response times and catering to the niche needs of a financial organizations• Managed and oversaw large scale transition as well as the aggressive onboarding timeline of a multi-million-dollar client• Increased Book of Business from a 20% loss to 59% average monthly profit• Responsible for 2.2 million Dollars of Revenue annually• Improved CSAT by 18% by creating round tables and improved feedback loop• Re-designed typography of the Knowledge Management system• Partnered with key internal teams to integrate AI into chat systems and decrease total contacts, while adding phone options empowering users to self-service and decreased inbound volume by 3.5%• Partnered with Power BI and Service Now specialists to design and created automated reporting allowing business stakeholders to quantify the value of changes• Oversaw a team of 32 individuals including 5 leaders.

Grapevine, Texas, Us

Grapevine, Texas, Us

• Launched a large IT service desk project supporting 4000+ active users.• Integrated processes and procedures with 6 external departments and 3 internal departments to create a smooth transition and client satisfaction.• Managed reporting and attainment for KPIs/ SLAs for the contract.• Created and presented a monthly business review to IT directors, surpassing expectations.• Oversaw and Designed 150+ new systems, procedures, and processes.• Designed custom reporting and managed the ITSM tenant creating automated workflows and templates reducing manned working hours for the team.• Developed curriculum and counseled employee career pathways.• Streamlined and automated tasks and reoccurring processes.

Dallas, Texas, Us

● Co-designed strategies for metric improvement like instructor led training, call listening sessions, boot-camps, additional resources, and agent development● Improved metrics by working directly with supervisors and management to improve processes and soft skills● Instituted 1 on 1 feedback sessions to create real-time performance improvement● Designed strategies for metric improvement like instructor led training, call listening sessions, boot-camps, additional resources, and agent development● Improved metrics by working directly with supervisors and management to improve processes and soft skills● Instituted 1 on 1 feedback sessions to create real-time performance improvement● Mentored agents in positioning, customer service, technical assistance, sales, and soft skills and taught strategies to improve front line metrics● Maintained overall call volume for site with high call volume● Handled appeals and escalations for VIP customers given from the executive team of Verizon and maintained relationships with 3rd party groups

Dallas, Texas, Us

● Mentored agents in positioning, customer service, technical assistance, sales, and soft skills and taught strategies to improve front line metrics● Maintained overall call volume for site with high call volume● Handled appeals and escalations for VIP customers given from the executive team of Verizon and maintained relationships with 3rd party groups

Dallas, Texas, Us

● Provided troubleshooting and support on Windows, Mac, and Android systems, assisting in Video, Phone, and Internet issues● Conducted in-depth product and issue resolution research to address customer concerns● Increased sales by educating prospects on benefits of products and services● Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users● De-escalated situations while maintaining high level customer satisfaction and placing at the top of the team

● Improved systems to increase department efficiency, by creating KPI analysis● Designed a mail merge system that saved the department about 15- 25 hours of work on a weekly basis● Maintained an integrated spreadsheet that calculated commission, sent out email notifications, and organized a database of all contacts● Built reporting to measure performance like conversion rate, dial counts, and critical situation analysis● Communicated with 300 contacts via email on a weekly basis● Created an automated renewal process for clients

Master Of Business Administration - Mba, International Business

Bachelors, Marketing And Management

Associate'S Degree, Business

High School Diploma, Technical Theatre/Theatre Design And Technology