Jonathan Bryant Email & Phone Number

Salt Lake City Metropolitan Area

Salt Lake City, Utah, United States

Greater Salt Lake City Area

Greater Salt Lake City Area

Greater Salt Lake City Area

• Executed interdependent “high performing team” model by leveraging individual team member strengths, resulting in consistent team performance at top of department• Motivated, coached, evaluated, rewarded, and built rapport and accountability with teams of 15-21 reps in order to thrive in areas such as quality, customer satisfaction, resolution, productivity, adherence, attendance, etc.• Evaluated performance, analyzed trends, and provided timely, direct, actionable, positive and constructive feedback• Identified opportunities in process, efficiency, and policy, and worked to improve them by collaborating with partners in the business• Led regular 1-on-1s with team members in order to set and reinforce expectations, coach, develop, motivate, and maintain relationships of trust, cooperation, and accountability• Handled and investigated cases escalated via email, phone, social media, and Office of the President• Built team spirit, provided recognition, and delivered key communications by holding daily team huddles and monthly team meetings• Engaged team with competitions and recognition in order to drive results and maintain high morale• Addressed performance and behavior concerns in a timely manner by following disciplinary processes including writing/delivering corrective actions and recommending/conducting employee separations• Managed team budget finances including rewards and incentives, bonuses, raises, promotions, overtime, paid time off, and reimbursements; achieved under budget status for all of 2013 and 2014• Supported the hiring and training process by conducting interviews and making recommendations for hire

Greater Salt Lake City Area

• Coached 24 teammates by completing quality performance reviews, holding 1-on-1 discussions to facilitate self-identification of strengths and opportunities, and putting together action plans to achieve personal/business goals• Improved SRM’s Productivity metric from 102.3% in Oct 2012 to 122.6% in Apr 2013, and CMM (Quality) scores from 8.6 in Oct 2012 to 9.1 in Apr 2013• Promoted 11 teammates in 7 months as a result of sincere focus on teammate development and performance• Improved processes by empowering teammates (i.e. Seller Rehabilitation Program, SRM workflow streamlining, improving communication between SRM and other areas, Mule Scam outline, email template rewrites, etc.)• Mentored peers by observing their work, sharing guidance/best practices to improve their coaching effectiveness• Filled in for own Team Leader and organized/facilitated team meetings on a regular basis• Increased coaching fidelity/effectiveness by creating/facilitating trainings for entire NACE Coaching organization• Partnered and worked cohesively with Coaches from other lines of business on a regular basis• Chosen to pilot the NICE program for all of NACE Coaching

Greater Salt Lake City Area

• Exceeded targets in all metric categories each quarter (Q1, Q2, & Q3 2012)• Designated as a Subject Matter Expert and Rep on Deck for majority of tenure• Maintained site to be a safe trading environment by mitigating risk, counterfeit, and fraud, while providing world-class customer service through partnering and educational conversations

Provo, Utah Area

• Managed a team of 25 individuals daily in an over-the-phone Tech Support/Customer Service environment to efficiently ensure that desired service levels and other critical metrics/standards were met or exceeded• Delivered team productivity and performance reviews monthly and annually to team and company leadership• Produced high performance, competition, and a fun atmosphere by implementing departmental contests• Reviewed calls to assure quality, evaluate performance, analyze trends, provide feedback and actionable next steps• Supported the hiring and training process by conducting interviews and making recommendations for hire• Addressed performance and behavior concerns in a timely manner by following the disciplinary process including writing/delivering corrective actions and recommending employee separations• Managed departmental budget finances including training materials, equipment upgrades, bonuses, raises, promotions, paid time off, and reimbursements; achieved under budget status for all of 2011• Participated in focus groups/leadership meetings to improve departmental/interdepartmental policies/procedures• Regularly took escalated supervisor calls

United States

• Recruited, trained, and managed 10-12 technicians in the installation/service of security systems each year for 4 years (managed offices in Rio Grande Valley, TX, St. Louis, MO, Virginia Beach, VA, Buffalo, NY, Provo, UT)• Partnered with sales management and team to ensure targets and expectations were achieved• Facilitated daily meetings to motivate, train, and prepare• Performed quality control inspections on all technicians to make certain high standards were being met• Partnered with business associates to manage logistics/headcount in each office around the country

Bachelor Of Science (B.S.), Business Management

Associate Of Applied Science (A.A.S.), Finance And Credit, 3.8

Activities and Societies: • Accounting/Economics/Finance Program Advisory Committee (PAC) – Student Rep (Salt Lake Community College); PAC.