Jonathan Tekeste Email & Phone Number

Denver, Colorado

- Created Lean Management coaching program for CenturyLink senior/frontline leaders and representatives- Facilitated Lean Management training for over 70 senior/frontline leaders and 900 representatives - Provided direction, feedback and coaching on Lean Management system sustainment and continuous improvement to frontline and senior leadership - Served as member of CenturyLink’s core project team for Speech Analytics implementation across the Consumer, Repair and Small Business organizations - Responsible for interfacing between internal and external project teams to maintain and improve the stability and efficacy of CenturyLink’s Speech Analytics platform - Project lead for NPS, Social Media and Chat ingestion into CenturyLink’s Speech Analytics platform

Denver, Colorado

- Led the overall strategy to train Legacy AT&T coaching tactics to Legacy DIRECTV frontline leadership - Led a cross functional team to create and deploy a unified quality behavioral model for the Technical Care LOB - Serves as the Technical Care lead on a cross functional team that created a unified coaching program for the AT&T Entertainment Group - Responsible for partnering with the coaching program sustainment team as point of contact for the Technical Care LOB - Travels to overseas vendor centers to conduct observations and provide feedback on leadership coaching tactics and frontline training programs

Greater Denver Area

- Proficient in the use of the continuous improvement management system (CIMS) to drive performance and process improvements- Leader of Denver’s Case Management Teams - Transformed Denver Case Management priorities to focus on driving customer experience via behavioral coaching - Facilitated talent development for Denver CCC by overseeing the Team Leader Career Development Program and Team Leader Foundations- Responsible for executing on CIMS check-in action items in coordination with Denver’s sustain agent

Huntsville, Alabama Area

- Led CIMS (Continuous Improvement Management System) implementation in Huntsville CCC- Developed selection criteria, interviewed and selected Huntsville’s change team - Brought key stake-holders together (REM, QA, L&D, Operations and HR) to facilitate successful CIMS implementation- Facilitated CIMS workshops for front line and senior leaders - Provided direction, feedback and coaching on CIMS methodology to front line and senior leaders - Provided regular CIMS implementation updates to executive, call type and CX leaders - Conducted observations, interviews and focus groups related to CIMS standards for Boise and Huntington semi-annual check-ins - Led the development of Issue Identification and Huddle Process Confirmation Forms

Greater Denver Area

- Responsible for coaching and leading 8-10 Team Leaders and over 120 CSRs- Developed and helped pilot Customer Care’s Assistance Queue (AQ) call type - Served as Denver CCC’s point of contact for the Billing and General Inquiry (BGI) call type - Selected to lead Denver’s CIMS (Continuous Improvement Management System) Wave 1 management team- Provided regular CIMS implementation and performance updates to executive, call type and CX leaders