Jonathan Bass Email & Phone Number

Houston, Texas Area

• Received multiple promotions, guide superior management of all-in warranty, out-of-warranty and extended warranty services for 4 diverse industry-leading companies (Vizio, Costco, Sharp, Samsung) accounts worth $20M+.• Use best practices to monitor 5000+ RMA work orders monthly to ensure stellar overall service quality.• Reduced $300K worth of man-hours/overhead while guiding 95% improvement in customer satisfaction ratings, developing innovative new processes and IT coordination to automate and integrate client’s service catalogs. • Improved methods to supervise 25 team members to work on client support and business development.• Implemented software solutions for daily, weekly, and monthly progress, status, and inventory reports for all clients.• Selected to oversee parts inventory and overall daily logistics processes valued at $1M, which limit costs for the need of overstocking and replacements caused by back order and parts unavailability.• Developed and maintain company process handbook for all internal departments, ensuring continued workflow.

San Jose, California

• Improved 30% on labor cost within 6 months while saving the company $2M+ YoY through expert recruiting, evaluation, and training of technicians for company nationwide. • Elevated organizational coordination in the daily management of a tech-force of 1,000+ technicians nationwide. • Cited as key in $2M revenue upsurge through the creation of crucial procedural changes to enhance communication between the company and external workforce, producing superb aftermarket services and elevating marketability.

San Jose, California

• Innovated on efforts for management of 10 Technical report agents and last tier support for escalation and handling.• Reduced company costs by up to $300K and produced a better workforce through implementation of more efficient processes for service center and driving better business control of both internal and external workforces.• Sought for extensive knowledge in TV Display design, diagnostics, product failures, repair, and parts. • Translated complex ideas and processes into technical facts and persuasive non-technical presentation, ensuring effective communication with Field Technician during on-site troubleshooting.

San Francisco Bay Area

• Expertly managed approximately 200 inbound and outbound calls daily, optimizing client satisfaction.• Provided excellent customer service by assisting and resolving End-User related issues and concerns with the accommodating respective account.• Recognized as a top performer within 6 months of hire date by exceeding expected call metrics.• Utilized company proprietary CRM tool efficiently to handle call volume and provide quick resolution to End-User.