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@comcast.com
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2 phones found area 978
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Jonathan Fleischmann is listed as Operations Director | Customer Support Contact Center, Dispatch Center, Field Operations | Telecommunications | Change Management | Process Improvement | Culture and Organizational Health | Leadership Development at HomeSafe Alliance, based in Greater Seattle Area, United States. AeroLeads shows a work email signal at comcast.com, phone signal with area code 978, and a matched LinkedIn profile for Jonathan Fleischmann.
Jonathan Fleischmann previously worked as Director, Employee Experience at Homesafe Alliance and Sr. Director - Technician Center of Excellence at Comcast Cable. Jonathan Fleischmann holds Bs, Biology from University Of California, Los Angeles.
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There is no business challenge that a culture of trust, candor, and teamwork cannot solve. In my career leading large cross-functional teams in call centers, support and dispatch centers, and field operations, this truth has guided me in turning results and cultures from mediocrity to excellence. The fruits of a trusting culture excite me: developing leaders at every level, unlocking innovation through employee engagement, and achieving top performance. Most recently, these foundations were critical for me when leading one of the largest dispatch consolidations ever in telecom, and doing so during the pandemic. After establishing a durable trusting culture, I was able to accelerate process improvement initiatives, virtual communication strategies, and cross-functional partnerships to turn an unprecedented challenge into sizable customer, employee, and company wins. I am thrilled that 20% of my leadership team was promoted in the last year because of our work together.The most meaningful reward from my professional relationships has been the stories colleagues have shared with me about my positive impact on their work and/or home lives. I believe (and hope) this is a result of living up to my core principles which guide my words and actions. I strive to lead by example with a growth mindset and a curiosity to better myself and my teams. Key competencies: • Change Management • Budget Planning • Leadership Development • Data Analysis• Vendor Management • Team Building
Listed skills include Call Centers, Call Center, Culture Change, Customer Service, and 15 others.
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Lead the Employee Experience Strategy and team with a clearly defined roadmap that supports a collaborative environment, prioritizes purposeful work, flexibility, meaningful development, recognition, and professional goal achievement.
Western Us
Reduced resource needs by nearly 50% through the creation of the TCOE. Centralized 6 dispatch centers, field technical support, and scheduling into one team guiding 5K techs in 13 states. Directed strategic planning, training, process standardization and documentation, vendor management, the advancement program, quality assurance, IT, and IVR. • Migrated 250+ employees to work from home due to the pandemic during the TCoE creation. Enhanced culture and improved employee satisfaction despite… Show more Reduced resource needs by nearly 50% through the creation of the TCOE. Centralized 6 dispatch centers, field technical support, and scheduling into one team guiding 5K techs in 13 states. Directed strategic planning, training, process standardization and documentation, vendor management, the advancement program, quality assurance, IT, and IVR. • Migrated 250+ employees to work from home due to the pandemic during the TCoE creation. Enhanced culture and improved employee satisfaction despite the virtual environment.• Achieved best-ever performance in On-Time Arrival (98+%), Contact Rate (down 30%), First Call Resolution (90+%), Late/Jeep PUC Customer Notification Compliance (up 25%).• Developed division-wide work-from-home standards for 3K COE agents through cross-functional HR partnership.• Earned “Elite” recognition for top results and for building a “Working Together to Win Together” culture. Show less
Washington, United States
Transformed customer call center to provide day-of-job support to 7K techs across 13 states. Owned all aspects of establishing the TSC, including planning, communication, forecasting, process standardization, staffing, continuous improvement mechanisms, metrics, employee engagement, self-help automation, tools, and facilities.• Recognized for greatest employee satisfaction (eNPS) improvement through intense focus on building a culture of trust, candor, and teamwork. Motivation and Workplace… Show more Transformed customer call center to provide day-of-job support to 7K techs across 13 states. Owned all aspects of establishing the TSC, including planning, communication, forecasting, process standardization, staffing, continuous improvement mechanisms, metrics, employee engagement, self-help automation, tools, and facilities.• Recognized for greatest employee satisfaction (eNPS) improvement through intense focus on building a culture of trust, candor, and teamwork. Motivation and Workplace results improved by 65.8 and 80.7pts respectively.• Energized team for continuous improvement, resulting in 126 NPS Elevations and dozens of process and system innovations, several becoming enterprise-wide best practices.• Repeatedly over-delivered on contact rate reduction and volume containment strategies, resulting in budget underruns of over $1M/yr.• Champion for diversity and inclusion, hiring 80% diverse leaders, selecting 86% diverse candidates for front-line leadership development, and mentoring a wide variety of leaders. Show less
Washington, United States
Reinvented the dispatch organization for the WA region, consolidating multiple centers, retraining agents, and standardizing processes. Increased productivity and improved customer and employee satisfaction. Inspired team as communications lead during the Net Promotor System (NPS) rollout.• Achieved #1 On-Time Arrival results in the company (99.8%) after developing and implementing new strategies: ETA Compliance, Intra-day reporting, Flex Techs, and Dispatch Playbook.• Designed and… Show more Reinvented the dispatch organization for the WA region, consolidating multiple centers, retraining agents, and standardizing processes. Increased productivity and improved customer and employee satisfaction. Inspired team as communications lead during the Net Promotor System (NPS) rollout.• Achieved #1 On-Time Arrival results in the company (99.8%) after developing and implementing new strategies: ETA Compliance, Intra-day reporting, Flex Techs, and Dispatch Playbook.• Designed and implemented a new Chronic Repeat Plan. New reporting and accountability practices drove an 18% reduction in repeat customer visits, raising WA to #2 in the regional rankings.• Developed and executed a plan to manage Billing Credits. New communication, submission, and reporting tactics streamlined the work and led to a $600K annual savings.• Organized staffing specialization tactics that led to #1 internal service level results. Show less
Elevated customer service and sales culture in a team of 1K call center, field, dispatch, construction, and assignment employees during Frontier’s acquisition of the Northwest Verizon properties.• Piloted and then launched nationwide automated customer notification processes that improved installation completion rates and reduced unproductive dispatches. Projected $4.5M/yr. savings.• Enabled 21% resource reduction in the provisioning department through automation of manual processes… Show more Elevated customer service and sales culture in a team of 1K call center, field, dispatch, construction, and assignment employees during Frontier’s acquisition of the Northwest Verizon properties.• Piloted and then launched nationwide automated customer notification processes that improved installation completion rates and reduced unproductive dispatches. Projected $4.5M/yr. savings.• Enabled 21% resource reduction in the provisioning department through automation of manual processes, saving $2M/yr.• Implemented multi-faceted, “Peace of Mind” service delivery initiative. Included expanded appointment options, full HSI installations, Customer First tech training, and tech business attire.• Spearheaded initiative to change the standard for HSI modems to reduce trouble rates, out-of-box failures, and repeat trouble. Nation-wide adoption led to $3M in annual savings.• Consolidated West dispatch and assignment centers to standardize processes and reporting, saving over $700K annually. Show less
Motivated top efficiency and service results of a 400+ employee field operations installation and repair team. • Delivered the best productivity and quality in West Coast Region (WCR) for three years running by executing a tiered performance management approach and behavior-based coaching.• Delivered the best wholesale MTTR and reworked metrics in WCR for three years running through rigorous service call oversight and administrative accuracy.• Exceeded revenue per employee objective… Show more Motivated top efficiency and service results of a 400+ employee field operations installation and repair team. • Delivered the best productivity and quality in West Coast Region (WCR) for three years running by executing a tiered performance management approach and behavior-based coaching.• Delivered the best wholesale MTTR and reworked metrics in WCR for three years running through rigorous service call oversight and administrative accuracy.• Exceeded revenue per employee objective by over 125% a year through product education, collateral distribution, performance recognition, and training on referral bridging• Achieved the best PUC reportable results in nearly a decade through creative staffing solutions, establishing real-time results monitoring, and improving reporting accuracy.• Advanced in national FiOS director ranking, a compilation of eight KPIs, from 16th to 2nd within six months of assuming leadership of that organization and driving improvements. Show less
Activities and Societies: Summa Cum Laude, Phi Beta Kappa
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Jonathan Fleischmann works for HomeSafe Alliance.
Jonathan Fleischmann is listed as Operations Director | Customer Support Contact Center, Dispatch Center, Field Operations | Telecommunications | Change Management | Process Improvement | Culture and Organizational Health | Leadership Development at HomeSafe Alliance.
AeroLeads has found 1 work email signal at @comcast.com for Jonathan Fleischmann at HomeSafe Alliance.
AeroLeads has found 2 phone signal(s) with area code 978 for Jonathan Fleischmann at HomeSafe Alliance.
Jonathan Fleischmann is based in Greater Seattle Area, United States while working with HomeSafe Alliance.
Jonathan Fleischmann has worked for Homesafe Alliance, Comcast Cable, Comcast, Frontier Communications, and Verizon Communications.
You can use AeroLeads to view verified contact signals for Jonathan Fleischmann at HomeSafe Alliance, including work email, phone, and LinkedIn data when available.
Jonathan Fleischmann holds Bs, Biology from University Of California, Los Angeles.
Jonathan Fleischmann is listed with skills including Call Centers, Call Center, Culture Change, Customer Service, Leadership, Management, Operations Management, and Process Improvement.
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