Jonathan Hall Email & Phone Number

Greater Atlanta Area

Greater Atlanta Area

Greater Atlanta Area

-Ensured flawless product launches across Customer Care and Field Services in an Agile environment.-Emphasis on improving the Customer Experience through launch readiness, First Call Resolution (FCR) and increased Net Promoter Score (NPS).-Facilitated and contribute to the development of operational strategy, training and communications for new product, process and policy launches to ensure care and field services launch readiness.-Represented and advocated for Customer Care and Field Services during the product launch process.-Identified and mitigated product launch risks to front line employees and customers.-Collaborated with partners to manage and identify appropriate resources for project activities.-Coordinated project related tasks with field sites and center boundary partners.-Continuously demonstrated exceptional capabilities to impact and influence business results where cross-functional collaboration is required.-Provided proactive thought leadership on emerging Customer Experience methods and integration into the product launch process.-Provided regular written and verbal project updates that include status reports, project plans (documenting/tracking milestones), potential disruptions to the project goals, post-launch KPI reports and post-launch action plans.-Actively feedback from the field sites to provide input to the Product Management, Customer Care, Field Services, Training, Marketing and other groups as necessary.-Actively sought Best in Class practices from the field sites, center boundary partners and previous product launch activities to assist in the development of centralized processes for all sites to use.

Oklahoma, Kansas And Arkansas

Responsibilities included: -Coordinating cross functional product implementation projects for the Oklahoma, Kansas and Arkansas regions. -Providing support for voice, video and data product managers and all customer segments.-Creating and managing the region's product roadmap, highlighting resource gaps and communicating to all parts of the organization.-Creating and managing project plans for product rollout/initiatives.-Diversity Council member/People Pillar Leader

Responsibilities included:-Project Manager - As a change agent I planned, executed and finalized projects according to strict guidelines and budgets normally assigned by a VP or a high level manager within the company. The projects included multiple departments within the company and throughout Oklahoma, Kansas and Arkansas. -Emphasis on the customer experience by increasing first call resolution and Net Promoter Score (NPS).-Six Sigma Black Belt - using the DMAIC problem solving method on projects assigned by the Sr. VP team in areas that they feel can be more efficient and have the greatest positive impact on revenue. These tasks range from working with front line employees to VPs and all departments in Oklahoma, Kansas and Arkansas. The role also includes documenting current state of process, analyzing data, gathering best practices and process expert’s ideal scenarios, feasibility studies, establishing measurement metrics, standardization and recommended future state of process. This role also includes mentoring Green Belt teams in smaller department wide projects.Awards: Vision Award Winner 2011, Project - Trouble Call Charging/Customer Service Assurace Program

Oklahoma City, Oklahoma Area

Responsibilities included: Benefit communication, Short Term Disability and FMLA contact for Cox Oklahoma, employee event coordination, monthly HMO billing verification, Employee Service Award Program Coordinator, CORPS (employee recognition/award) Program Coordinator, Cox Employee Benevolence Fund committee.

Oklahoma City, Oklahoma Area

>Developed and maintain effective methods of internal communication for approximately 1900 employees statewide. Some of the communication methods include the following:>Monthly Newsletter – served as Editor.>Communications Task Force Chairperson>Spirit Committee Chairperson>Employee Opinion Survey (EOS) coordinator>Cox OKC/Westwood Elementary Host/Tutoring Program Coordinator

Oklahoma City, Oklahoma Area

Responsibilities included:Cable>Planned, developed, and implemented consumer acquisition programs including: setting and managing promotional budget, structuring offer, developing creative and communication strategies, directing and coordinating marketing campaigns in all forms of media.>Prepared and recommended department expense budget by analyzing trends and modeling proposals.>Evaluated product/service pricing and structure in order to provide information and recommendations that will maximize current customer satisfaction, boost the acquisition of new customers, and ensure short and long term product/service stability.>Performed ongoing analysis of performance, including tracking and analyzing marketing promotions, weekly monitoring and reporting of actual performance to budget and forecasts, and analyzed market trends on the product/service lines.>Developed, created, and implemented a variety of marketing/sales programs to achieve residential telephony customer acquisition and revenue goals. These include: customer segmentation analysis, direct mail, advertising, telemarketing campaigns, etc.Telephone:>Collaborated with system and corporate marketing to develop pricing plans, promotions, advertising and incentives to cross-sell and promote broadband and cable services.>Worked closely with Public Affairs to incorporate broadband services into local events, trade shows, and conferences.>Worked closely with the local and corporate regulatory attorneys to ensure Cox Oklahoma Telecom's compliance with FCC and OCC regulations and guidelines.>Developed, implemented, and trained customer contact personnel on product information, description, and scripts, to help ensure local and federal regulatory compliance and maximize customer acquisition opportunitiesAwards: 2000 Vision Award, Project - Residential Telephone Customer Growth