Jonathan Langham Email & Phone Number

Cedar Park, Texas, United States

ClearCube Technology is a USA-based manufacturer that specializes in creating innovative centralized computing and desktop virtualization solutions.

Austin, Texas

Manages operations, customer service, account retention. Daily customer interaction.* Support for all customers from pre-sales to annual renewal to include phone and on-site training and support.* Procurement, assembly and shipping of all customer purchases.* Process identification and process improvement.* Problem solving and business planning

Austin, Texas

Manages a staff of eleven. Daily customer interaction.* Grew Call Center team from two permanent employees to eleven, completely changing the culture to move the Call Center from a liability to an asset. Resulted in amazing improvement in all Call Center metrics.* Key part of management team that turned around our poor company reputation for our two largest customers, Anthem and Sasol. Turn-around is due to accurate, consistent communication and on-time delivery of commitments. Resulted in both companies increased their monthly revenue to WhiteGlove in 2017.* People Skills – Personally handled all escalation calls from Call Center Supervisors. On Day 2, I successfully talked a Call Center key performer from quitting. She has become a superstar and is still with WhiteGlove currently.

Austin, Texas

Managed a staff of ten staff and contractors. Daily customer interaction.* Led team to reduce monthly customer invoicing from 30-60+ down to 15 days past end of month by series of education, management emphasis and supervision. This resulted in improved payment rates.* Managed employees, contractors, and third party vendors for large customer’s biggest annual trade show in 2014 and 2015. Success in the first year led to a larger booth with more features and additional billings in 2015. Lessons learned in 2014 made for an even smoother show for the customer in 2015.* Developed on-going and on-demand reporting for the owner to allow business decisions to be made based on data, rather than instinct.

Austin, Texas Area

Managed a staff of ten, touching all customers. Department produced 75% of Business Unit revenue.* Team monitored over a billion processed pages every month with a 99.999% success rate. Proposed and implemented several new monitoring and automation tools to improve quality and reduce cost. * Led multiple cross-functional, cross departmental teams on projects for automated billing, disaster recovery preparation and affiliate training. Automated billing was a long-desired outcome with multiple failures prior to my taking over. Project completed successfully in March 2014. For Disaster Recovery preparation, our business unit was the benchmark for our business unit’s eleven locations. Held first affiliate training in seven years.* Designed and implemented highly successful monthly employee training program, EDD University. Since 2011, gathered SMEs to share on business-related topics of general interest. Monthly attendance averages 70% of associates. Awarded Quarterly Value Award – Q1 2012 for EDD University. First manager to receive a Quarterly Value Award at EDD.

Austin, Texas

Managed staff of 6 employees, Daily contact with largest customer.* Developed and implemented processes and procedures for operations and customer service that supported the explosive growth for top customer from start-up to $2 million dollars annualized revenue in less than one year.* Recruited and trained operations/customer care/purchasing team to serve our first Fortune 100 client. Team was consistently praised as “their best vendor partner”.* Spearheaded web-based process documentation of all employees’ essential tasks to improve quality and customer satisfaction.

Austin, Texas

Managed staff of 18 employees, Daily Customer Contact.* Selected for 2007 Greater Austin Business Award for Customer Service (a top 3 finalist from over 700 entries).* Increased customer care calls answered metrics from 50% to 93% in less than 2 years. Calls are now answered live and hold time is consistently less than 1 minute.* Scheduled all external and internal development projects with superior management of human and capital resources. 40 different customer projects were successfully completed in 2007.* Implemented and grew QA team from 0 to 5 members. Software and website testing includes six languages.* Started successful on-site customer training program with regional and customer events with cost-effective growth and expansion. Program was consistently rated 5 of 5 by customers and ran fiscally at a “break even” status.* Recruited for all open positions (including technical), managed staffing agency relationships, conducted candidate interviewing and employee on-boarding.

Austin, Texas

Daily Customer Contact.• Increased customer satisfaction by lowering average technical support response time from 4 hours to less than 2 hours.• Helped grow team’s annual sales 15% by improving customer satisfaction and giving customers more direct input into new product feature selection. • Reduced travel to customer sites and “lost time cost” to $0 in last 6 months by implementing real-time visual remote support from software developers’ to customer locations.

Austin, Texas

Managed staff of 2 employees.• Reduced company’s annual worldwide telecomm cost by 43%. • Analyzed and documented entire computer inventory. Reviewed and analyzed existing leases. Presented and implemented plan to replace existing computers with the latest technology, decreasing annual operating expense by $50K. • Recognized as “Contributor of the Quarter”. • Earned two “Impact Awards” from the CFO.

Austin, Texas

Managed staff of 11 employees, vehicle fleet of over 100.• Consolidated company-wide cost-of-goods purchases and negotiated savings of $650K over three-year period.• Increased on-time annual government-mandated environmental test result reporting from 50% to 80% (3,500 reports billing $4.5 million per month); results sent in 72 hours versus industry standard of two weeks.• Led test probe manufacturing project, reducing cost from $8K to less than $2K per unit. Probe repair now done in-house; slashing repair downtime as well.

Mcas El Toro, California

Managed staff of 90 Marines, vehicle fleet of over 200.• Deployed to Bahrain during Operation Desert Shield/Desert Storm. Managed fleet to provide daily transportation of all supplies to remote air base with a population of 5,000 Marines and over 100 aircraft. Daily transportation of fuel and explosives. One of only two of my thirteen peers to receive Navy Achievement Medal. • Led equipment maintenance effort to achieve 100% combat readiness of 543 major equipment items. This had never been accomplished by a unit of our type.• Led training, preparation, and pre-inspections for major biannual maintenance management and maintenance records inspection. Independent inspection team awarded unit the highest possible grade. Awarded Navy Commendation Medal. Enlisted, Reserves (Infantry): Private (E-1) through Sergeant (E-5)Officer, Active Duty (Transportation/Logistics): Second Lieutenant (O-1) through Captain (O-3). Gulf War Veteran. Honorable Discharge.

M.A., Human Behavior

B.S., Psychology