Jonathan Johanson Email and Phone Number

Lead a team of highly skilled domestic and international based data and reporting and visualization professionals to bring impactful insights to our many frontline employee and business partner teams across the enterprise.Team Mission: Building solutions to provide the right information at the right time to the right people to make the best decisions for our customers, employees, and partners in the right wayTeam Culture/Identity/Values:People First – Collaborative and inclusive relationships are the source of our strengthCultivate Courage by empowering creativity, innovation, and responsible risk-takingDeliver on Commitments to each other and our partners Perpetual Excellence through continuous self-improvement and self-renewalInspire Trust through transparent communication, advocacy and vulnerabilityLove What You Do – Be humble, positive, and have fun Help others to do the same!

Created the Comcast Global Audit (CGA) Data Solutions team to increase efficiency and reach of CGA to identify, monitor and mitigate risk using innovative data insights and automation. Utilized significant company investment to recruit specialists to bring new technologies and solutions (data analysis, data science, data quality, data engineering, automation, etc.). Explore, experiment and implement new technologies, such as Robotics Process Automation (RPA), Machine Learning, Python and risk modeling using R.

•Promoted from Director to Senior Director in 2014•Consolidated reporting and data warehousing across 7 regions and 10+ departments into a centralized virtual team of 65 across 7 states that included business analysts, report writers, database administrators and business intelligence solutions developers•Reduced duplicative/unneeded report inventory of over 4000 to less than 2000 in first year•Created single source for data and reporting supporting 1500+ reports and 15,000+ users•Supported all operations and functional teams, including Finance, Customer Care, Technical Operations and Engineering, Sales and Marketing, and Human Resources at the Division and Regional levels for both Xfinity and Comcast Business product lines, completing 500+ unique requests per month•Created and expanded the consolidated West Division Data Warehouse to provide timely reporting for all day-to-day frontline operations and enterprise strategic analysis •Fostered a Great Place to Work for all my employees through custom career and personal development programs, new technology training, meaningful recognition, aligned leadership, rewarding work and team building; consistently improved Workplace and Motivation eNPS•Developed strong partnerships with all areas and levels of the business (regions, divisions, HQ), creating a cohesive BI Community across the company•Steward of all data and reporting to ensure information is meaningful, accurate, timely and accessible to those who need it to make the best decisions

•Promoted from Sr Analyst to Manager in 2007 and then to Sr Manager in 2009•Managed a virtual team of 16 reporting/business analysts across the West Division, supporting Customer Care and Technical Operations•Created data systems for reporting, analytics, and intelligent customer-focused processes •Established new standard, meaningful reporting metrics across all regions that laid foundation for consolidation of Customer Care into Division Centers of Excellence in 2012, which led to significant cost savings and efficiencies for the company•Project lead and architect for Scorecard, Overnight Call Consolidation, Earthworm, Behavioral Billing, Velocity, and Mail Trace, all which created significant efficiencies in frontline and business operations •Comcast Circle of Success Team Award winner for Earthworm (2008), a frontline desktop pop-up message that provides specific information for unique customers, driving sales, customer experience and customer loyalty

•Promoted from Billing & Collections Agent in to Call Center Analyst in 2002 then to the Senior Analyst role in 2005•Lead Analyst for reporting and analytic projects •Led multiple successful projects designed to reduce costs and improve efficiencies and quality in call center and technical operations, such as centralized commissions, sales reporting, agent scorecards•Developed an Oracle database and web-based reporting applications used by management and front line employees to improve efficiency in gathering and reporting information for call center and technical operation metrics•Created and maintained all productivity, quality, and sales activity databases for the call center supporting 300+ employees•Automated commission payout process for entire market that eliminated manual processes ran by supervisors and a 3rd party vendor, improving accuracy and time to pay by over 2 weeks

•Supported billing system conversion project, migrating 4 million customers•Oversaw data cleanup in former system, mapped data between systems, and tested conversion of data•Designed, developed, and administered databases for several departments in the call center•Created productivity and quality reports for all departments to drive individual and team improvement•Started and managed a Customer Service Rep Help Desk to support 200 phone agents•Tested and documented issues with new products and services prior to release

•Provides janitorial and maintenance services to commercial office buildings in Seattle and Portland•Promoted from front desk to District Sales Manager in 1997 and then to Operations Manager in 1998•Directed the daily operations of 6 supervisors, a specialty services team and over 300 contractors •Redesigned/streamlined operations structure of the company to reduce admin costs by 20% and improve customer service•Managed $2.1M+ in annual commercial building maintenance contracts by providing regular customer service visits and phone calls