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.
• 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

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.
• 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

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

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.
• 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.