Jonathan Smith Email & Phone Number

I provide essential technical support for both our customer service agentsand customers, swiftly and efficiently resolving any issues that arise. Toboost the performance of our U.S. customer service agents, I keep a closeeye on key performance indicators (KPIs), monitoring and analyzing themregularly.Taking a proactive approach, I initiate and coordinate targeted customeroutreach efforts. This helps identify and address low ratings, ultimatelyfostering improved customer relations. Additionally, I conduct regularcheck-ins with both individual team members and the overall U.S. customerservice team, promoting a collaborative and supportive work environment.• Ensured quality assurance for CS interactions, optimizing customersatisfaction and service delivery.• Expedited the resolution of customer-reported bugs and product issues byeffectively communicating with developers.• Generated comprehensive reports and facilitated meetings with global CSteam leads, ensuring strategic alignment and continuous improvement.• Achieved a remarkable increase in customer satisfaction survey responserates and ratings through strategic initiatives and improvements in servicedelivery.

Columbus, Ohio, United States

Columbus, Ohio, United States

Columbus, Ohio, United States

I played a key role in enhancing the client experience by taking theinitiative to introduce live chat greetings and prioritizing pet triage.Managing the real-time chat volume, I focused on optimizing chat assignmentprotocols to ensure smooth operations.In addition, I streamlined veterinary triage chats by implementing scriptedresponses and formatting standards, which significantly improved overallefficiency.• Delivered advanced technical assistance to Veterinarians, enhancingoperational proficiency.• Enhanced customer satisfaction by addressing non-medical issues withproactive support.

Buckeye Lake, Ohio

I took charge of streamlining our processes for recording, analyzing, andoptimizing data throughout brewday, fermentation, packaging, and cellaring.My responsibilities extended to overseeing the entire yeast lifecycle – frompropagation and harvest to storage and pitching – ensuring efficientexecution and continuous monitoring.Leading the charge in recipe development, I spearheaded initiatives to craftinnovative and high-quality brews, enhancing our product offerings.Additionally, I handled the installation, maintenance, troubleshooting, andenhancement of mechanical, electrical, and hydraulic systems, ensuringoptimal operational efficiency.To keep things running smoothly, I maintained a well-organized breweryoperations schedule, skillfully managing staff and assigning individualduties as required.• Achieved a 40% reduction in packaging waste and time required forpackaging runs.• Implemented an effective system for tracking, procuring, and organizingbrewing ingredients and packaging materials, optimizing inventorymanagement.

Healdsburg, California

I took the lead in processing, fermentation, and aging of wines in my roleas the key Assistant to the Winemaker. Additionally, I played a pivotal roleas the primary forklift operator, spearheading the maintenance of both propane and electric forklifts• Enhanced winery equipment through systematic maintenance and sanitationprocedures.• Optimized chemical composition of wine through frequent testing andprecise adjustments.• Attained a 300% increase in total lab data collection for wines and grapesby implementing efficient processes.

Columbus, Ohio, United States

Berlin, Germany

Columbus, Ohio, United States