Jonathan Tso Email & Phone Number

United States

Jonathan is a trustworthy leader and business partner who helps his stakeholders navigate change through in-depth needs analysis, strategic planning, and solutioning via training and communications. After identifying the business readiness impacts and creating the change story, he oversees a team of instructional designers and content delivery specialists to execute the plan and deliver high-quality learning solutions and communications to impacted business units. Jonathan introduced a new digital training approach that produced on-demand, just in time learning solutions that were skills focused and bite-sized for ease of consumption. He led the way to implement industry recognized measurement strategies to scale across the Product Change & Enablement organization which provided the framework for each of the functional teams to measure the success and impact of their work. Jonathan is comfortable working in an agile environment and is able to deliver readiness solutions quickly in alignment with business needs & timelines. He also mentors his team on best practices for comprehensive needs analysis, training design strategy, large scale curriculum design, and digital learning development.

As the Senior Instructional Designer, Jonathan represented the Digital, Operations, and Technology (DOT) Learning organization on the JPMC Change Readiness workstream and was responsible for identifying new skill or behavior changes that impacted the learning needs of 1,000+ employees across 24 operations teams globally. He worked closely with business leaders to perform training needs analysis, identify measurable learning objectives, develop the learning plan & strategy, and then lead the team to execute the design, development, and implementation of the training curriculum. Jonathan was responsible for the ownership and maintenance of 4 large new hire programs that onboarded employees into key operational roles as well as numerous continuous learning programs that taught advanced skills & responsibilities for vital lines of business. In addition to virtual and in-person instructor led training, Jonathan designed and developed innovative learning solutions like interactive eLearning courses and videos. As the Evaluation Team Lead, Jonathan championed training measurement and evaluation by creating evaluation plans for the training content he developed and used industry standard methods to gather meaningful data on program success. He also led his team to identify their own training project candidates for measurement and evaluation, create their own evaluation plans, execute the plan, and then report the results back to business leaders and stakeholders.

Tempe, Arizona, United States

Jonathan delivered high impact, instructor-led training at a mastery level for the Consumer and Community Bank (CCB). He competently & excitingly delivers complex, technical material in an easy to understand, relatable way in person or virtually. He focuses on explaining the subject matter concisely & clearly, demonstrating the concepts for the learners, and then providing a comfortable space for each one to practice new skills and behaviors. As a “Chase Champion,” Jonathan was hand picked to serve on the Learning Employee Advisory Council to identify and promote best practices for training delivery to other learning professionals within JPMC. His skillset includes the delivery of soft skill behavior programs, like customer service and emotional intelligence skills, along with complex technical training like system/tool adoption, point-of-sale error message troubleshooting, viewing and interpreting client statements, and interchange pricing.

Tempe, Arizona, United States

Jonathan evaluated employee job performance across multiple business groups within the Merchant Services call center and sent regular feedback through written evaluations to employees and their managers according to business policies & procedures. He pioneered the development of call monitoring guidelines for 6 new business units and lead monthly call calibrations with the management teams to ensure scoring accuracy, improve scoring processes, and enhance/clarify written business procedures. In addition, Jonathan supported regular new hire/onboarding training by teaching new employees the call monitoring expectations and coached learners on the expected behaviors in group and 1x1 sessions. He also onboarded new employees onto the Performance Improvement Management team and mentored them to full productivity and proficiency.

Tempe, Arizona, United States

Jonathan provided technical phone support to JPMC clients by teletraining them how to use their point-of-sale (POS) device, troubleshooting & solving POS error messages, downloading POS software applications & enhancements, and verifying client batch & transaction data. As a subject matter expert for all terminal types, Jonathan supported new hire & advanced terminal training by teaching job responsibilities to new and existing employees, conducted regular group or 1x1 coaching & mentoring sessions, and provided verbal feedback on job performance to employees and their managers.

Phoenix, Arizona, United States

As the Guest Services & Cashier Trainer, Jonathan taught new associates how to operate the checkout point of sales system, the electronic scanning devices (PDT) used for store inventory, and the HR computer applications for employees. He evaluated the performance and skill development of new associates during their new-hire training program, provided performance feedback to management & employees, and coached new employees to meet company KPIs.

Phoenix, Arizona, United States

As the site Team Lead, Jonathan coached employees on customer service skills, efficient order taking, food expediting, and suggestive selling techniques. He performed regular assessment of onsite supply and food inventories and ordered replenishment supplies as needed. He also served as the point of contact for escalated customer issues and/or complaints.