Jonathan Fleischmann Email & Phone Number

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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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.
• 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.

Bs, Biology

Activities and Societies: Summa Cum Laude, Phi Beta Kappa

25% Completed, Business Administration And Management, General