Jon Hackler Email & Phone Number

• Reported to the CEO, overseeing daily operations, managing company portfolio, and delivering scalable, high-quality support solutions.
• Provided executive-level leadership, improving productivity and margins through staff evaluations, business strategies, and process improvements.
• Managed budget, analyzed financial data, and made strategic decisions to optimize financial performance.
• Focused on operational controls, organizational compliance, and systems efficiency to meet short-term objectives and long-term goals.
• Accountable for global support teams across multiple countries, ensuring 24/7 coverage.
• Streamlined HR functions by implementing a new HRIS platform, enhancing operational efficiency.

• Developed the PMO function and led a team of managers and executives in strategic initiatives to transition most teams to remote work, allowing the draw down of expensive facilities.
• Drove the buildout and deployment of new cloud platforms (BrightPattern, Zendesk, Zingtree, GSuite) transforming the way both external customers and internal operations worked.
• Improved staff training and development by implementing LMS and intelligent contact scripting, creating a centralized, scalable training platform.
• Oversaw recruitment, including job descriptions, candidate sourcing, interviewing, and training for all new hires.

Clarksville, Tennessee Area

• Supervised and led teams, providing guidance, training, and support, and directed daily call center activities.
• Administered tailored training programs for new and existing services, and generated reports to inform account planning and strategies.
• Implemented KPIs to identify improvements in operational efficiency, engaging developers and stakeholders to implement solutions.

• Managed daily operations for remote game support team.
• Designed and implemented QA approach for remote employees supporting multiple channels.
• Led two separate top to bottom team reorganizations.

• Pioneered chat moderation, support processes, and remote workforce practices
• Defined digital to office communication processes and pathways
• Created daily shift reporting standards