Jonathan Hewson Email & Phone Number

Murcia, Es

Murcia, Es

Madrid

• Optimized customer care onboarding process: Developed the customer care onboarding process for ESW's B2C clients, introduced streamlined workflows, and tailored documentation templates, improving clarity and efficacy for both clients and internal teams.• Enhanced cross-functional collaboration: Proactively engaged with cross-functional stakeholders to drive alignment and transparency throughout the onboarding process. Facilitated regular communication channels, resulting in a smooth handover and improved knowledge transfer between teams. • Collaborated with sales teams and led workshops to incorporate customer care insights into new client scoping, enhancing overall service offerings and client satisfaction metrics.• Implemented a comprehensive setup of platform tools and documents, including Zendesk configuration, 3PL and carrier accesses, reporting mechanisms, macros/templates, standard operating procedures, and Help Centers, ensuring that the customer care team is fully prepared to support end customers at the time of launch. • Implemented robust quality assurance program: Spearheaded the design and implementation of a comprehensive quality assurance program within ESW customer care. Conducted comprehensive team training, resulting in decreased customer escalations and increased first-contact resolution rates. • Established and monitored key performance indicators (KPIs) to ensure adherence to quality benchmarks and foster continuous improvement.

Madrid

• Efficiently assisted E-commerce customers with order and account-related issues through multiple channels, including email, Twitter, eBay, and Amazon. • Maintained exemplary client SLA standards and industry-leading customer satisfaction.• Managed orders and customer accounts in the Scalefast OMS and with internal scripts.• Utilized payment providers' platforms to investigate payment issues, whitelist customers, check for chargebacks and issue refunds as needed. • Monitored package EDIs between Scalefast fulfillment and third-party logistic partners globally to ensure that issues were identified and resolved efficiently. • Reported technical issues in our platform and assisted the development and quality assurance teams in the quick resolution of these issues. • Maintained GDPR standards in all communications and data erasure requests. • Acted as the liaison between the Scalefast and client customer care teams to address new issues and ensure that our processes were aligned.• Identified fraudulent purchase patterns in the Scalefast and payment provider platforms and escalated issues accordingly.• Created and maintained accurate Scalefast training and resource guides to assist with the training of new hires and the onboarding of new clients. • Assisted in the initial setup of tools and accesses for new hires. • Trained new hires on the use of tools and processes both internally for Scalefast, and externally for clients, payment providers, and third-party logistics partners.

Madrid Area, Spain

• Played an integral role in large developments including a subscription service, a return management system and a custom refund platform.• Worked with internal and external stakeholders to gather project requirements and then analyzed this data to identify the problems that needed to be solved.• Maintained a solid understanding of the capabilities and limitations of the platform and compared these to the industry’s best practices and trends in order to provide smart and innovative solutions.• Created internal and client-facing documents including functional specifications, flow charts, use cases and testing requirements. • Maintained constant communication with technical team and stakeholders to resolve issues quickly and ensure efficient development and testing processes.• Assisted quality assurance team members with testing and ensured that acceptance tests reflect the needs of the client. • Served as the company-wide owner of new features created by the product team, providing trainings, manuals, and other documentation as needed.

Madrid Area, Spain

• Ensured excellent service standards for clients and maintained optimal customer satisfaction• Worked closely with e-commerce clients, third-party logistics partners, technical teams, and client success managers to efficiently identify and resolve customer issues.

Syracuse, New York Area

• Represented NYSIF in workers’ compensation court proceedings, assuring each case is resolved in an efficient manner, minimizing the company’s exposure and rooting out fraud.• Prepared clear and concise memoranda of law, oral summations, appeal recommendations and hearing reports on a daily basis.• Worked closely with claimants, attorneys, investigators, safety groups and policyholders to seek the most beneficial resolution in each case.• Conducted depositions of medical doctors to guarantee NYSIF’s medical and indemnity liability is properly limited in each individual case.• Attended medical bill arbitration hearings, assuring all medical bills are properly paid.

Greater New York City Area

• Efficiently managed over 250 workers’ compensation cases.• Utilized NYS workers’ compensation law to effectively reduce SIF’s liability in each case.• Audited medical bills and compensation awards to assure accurate payments.• Maintained professional relationships with policyholders, attorneys, doctors, and safety groups to ensure optimal results when negotiating prices and settlements.• Utilized investigative tools to monitor for possible claimant, policyholder and medical fraud.

Albany, New York Area

• Assisted customers in selecting floor covering and designed sales and marketing models.• Resolved pricing and other issues, keeping both customers and suppliers satisfied.• Used database to manage goods, place orders and maintain stock.

Cooperstown, New York Area

• Covered hard-hitting news and feature stories.• Oversaw the education and government sections of the publication.• Developed and maintained secure relations with sources and officials.• Captured front page photos weekly and wrote crafty headlines, cutlines and teasers.• Designed publication weekly, using current layout software