Jonathan Marr Email & Phone Number

Neuilly Sur Seine, Ile De France, Fr

Lead customer experience (CX) team responsible for improving customer service quality and operational efficiency by extracting voice of customer insights, optimizing business processes, and implementing technology solutions.Collaborate with cross-functional partner organizations to design and implement initiatives that enhance CX and reduce contacts.Establish long-term customer service strategy, develop technology roadmaps, and influence executive team to secure investment and strategic program sponsorship.Define technology requirements and key performance indicators, assess and select vendors, and implement tools and technologies focused on contact management (telephony, email, chat, social media), including natural language processing (NLP) and artificial intelligence-driven capabilities.

Neuilly Sur Seine, Ile De France, Fr

Managed contact center vendor responsible for nearly all inbound contacts, providing leadership and program guidance for operations, quality audit, training, and workforce management.Developed telephony architecture, reporting infrastructure, and operational processes to meet or exceed targeted SLAs, and maintained targeted OpEx.

Walnut Creek, Ca, Us

Managed team responsible for contact center operations, membership billing and card production, and warehousing and distribution.Implemented CRM system for service and billing operations.

Bentonville, Arkansas, Us

Led team of Operations Managers responsible for improving the customer service experience and reducing customer service contacts.Identified root causes for customer contacts; worked cross-functionally to resolve issues through engineering development, process adjustments, and policy changes.

Bentonville, Arkansas, Us

Directed team of Associates to ensure on-time shipment from fulfillment centers including direct ship vendor sites, facilities managed by third party logistics providers, and owned-inventory distribution centers.

Bentonville, Arkansas, Us

Managed team of Associates responsible for reducing returns and customer service adjustments by ensuring that correct product was shipped on-time and undamaged.

Bentonville, Arkansas, Us

Atlanta, Georgia, Us

Two-year general management rotation program across four functions:Marketing, Financial Services-Developed customer retention strategy for inbound call centers.e-Marketing, homedepot.com-Developed and executed the multi-phase launch of a holiday micro-site.Assistant Store Manager, Mid-South Region-Co-managed 130 store associates in support of Store Manager.Operations, Specialty Sales-Developed and implemented program to increase working capital efficiency by accelerating collection on past due accounts.

Advertising agency and marketing services firm specializing in direct marketing-Evaluated the effectiveness of direct marketing efforts through determination of optimal creative design, incentive offers, channels, and timing.

London , Co

Strategic marketing research and consulting firm-Developed brand strategies and measured product performance through implementation and analysis of market research surveys.

Washington, Dc, Us

Economics and business consulting firm-Performed qualitative and quantitative research to develop models used to support expert testimony in litigation. Industry focus included cable television, utilities, and energy.

Mba

Ba, Economics

Education record