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.• Continuously improved customer support by implementing process efficiencies and leveraging technologies to enhance service delivery, increasing NPS from 6.3 to 9.2.• Administered Zendesk suites for 8 instances, supporting multiple teams, designing integrations and dashboards.

• 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