Jonathan Hanson Email & Phone Number

Sunnyvale, CA, US

Analyze enterprise-wide trends to optimize cost effectiveness, operational efficiency, and quality customer interactions through staffing decisionsProvide insights on staffing decisions to ensure resource capacity meets customer demandLead strategic planning efforts to plan future projections of staffing needsIntroduced and implemented long-range.

Following the closure of the division I was working for within Walmart, I took a sabbatical for one year. Coinciding with the beginning of the pandemic, I utilized this time to invest in personal and family growth, learning, and development. This career break allowed me to recharge and refocus my professional goals and aspirations.

Bentonville, Arkansas, US

• In July 2019, I led the successful launch of a new customer service location in Omaha for Walmart.com. As part of this initiative, I directed the recruitment, hiring, and training of more than 200 associates and.
• By challenging legacy business practices and introducing innovative solutions, I aimed to enhance the customer experience, improve customer and team retention, and boost overall team morale. As a result of these.
• Spearheaded the creation, automation, and enhancement of agent performance reporting. This initiative helped to increase consistency between teams and provided critical insights into operational efficiencies and best.
• Through strategic process reengineering and targeted improvements in hiring, onboarding, and training practices, I successfully decreased the annualized attrition rate from 120% to a range of 15-20%. My efforts were.

Omaha, NE, US

• As a senior leader, I directed a team of up to 10 exempt employees and oversaw more than 400 omni-channel customer care associates, both in-office and remote. In addition, I founded and managed a customer-facing social.
• Implemented a customer-facing CSAT solution in 2019 that propelled Hayneedle to the number two spot in the Newsweek eCommerce customer care survey, improving customer engagement and elevating the customer experience..
• As part of my responsibilities, I conceptualized and executed the development of an online knowledge base for agents, from project proposal to implementation. This innovative solution effectively reduced customer.
• Played a key role in pioneering a low-cost work-from-home solution that enabled more than 50% of our team to work remotely. Through this innovative approach, we were able to improve employee satisfaction, boost.

Omaha, NE, US

• Served as a key role in customer care center management team. Developed and managed multimillion-dollar budget and forecast for variable labor workforce of over 200 FTE, utilizing key business metrics (finance, orders.
• Analyzed current market trends and provided long-term, multi-channel forecasting support and volume handling analysis for major contact types.
• Increased work-from-home staff to 50% of total workforce to provide flexibility and disaster recovery.

• Provided third-party workforce management consulting for Comcast Cable and Dominion Power and Gas companies. Built and maintained relationships with clients to ensure satisfaction. Maintained accurate forecasting and.
• Based on my analysis (budget, AHT, service level expectations, breaks, lunches, PTO, occupancy), provided start-up FTE needed for new Spanish Center of Excellence.
• While working in a unionized environment, continually exceeded expectations as set out by the union contract.
• Provided data driven analysis for budget and order driven forecasting with accuracy targets of 5-7%.

Philadelphia, PA, US

Omaha, NE, US

Leasing/Marketing Specialist.

Ba, Business, Music

Education record