Jonathon Hau Email & Phone Number

Chicago, IL, US

Chicago, Illinois, United States

• Proven leader who was given additional leadership responsibilities through combining two separate teams and leading the newly restructured team.
• Responsible for implementing new CRM data points and KPIs to track and ensure optimal client experience and improved company performance.
• Creating increased inter-departmental collaboration with the implementation of new processes and automations for better efficiency and smoother client hand offs.

Greater Chicago Area

• Manages a team of developers and technical leads across multiple projects for product system and add-on implementations.
• Plan and manage the test phases of implementation projects, work with project teams to perform unit and functional testing of client project configurations, before releasing to clients.
• Provides time estimates for configuration and development tasks to facilitate work assignment.
• Senior technical and process best practice mentorship and coaching for project teams to achieve optimum project efficiency. Built out process for onboarding new hires more efficiently.
• Sits on committee dedicated to improving company culture, employee engagement, cross-department collaboration.
• Participate in project meetings to assess client requirements, design walkthroughs, functional test plans, and implementation sessions.

Nashville, Tennessee, United States

• Managed a team of 12 direct reports with varied specialities across the Support department to that achieved high productivity, solved complex platform issues, and managed client interactions.
• Provided regular mentorship and performance coaching; this included regular staff 1:1’s, conducting performance reviews, creating development plans with support of department manager, assisting with hiring, handling.
• Provided direct software support to clients on issues and front line coverage in-times of increased complexity or high-ticket volume. Thorough understanding of application functionality and workflows.
• Built strong professional client relationships by ensuring the timely and successful delivery of solutions per customer needs and requirements.
• Increased team ticket efficiency over 18% and Customer Satisfaction rose to 98.3%, exceeding the goal by 2.3%.

Nashville, TN

• Managed the Specialized Programs & 3rd Party Software Support team.
• Daily inter-department collaboration with the Contracts, Development, Executive, Implementation, Information Technology, Marketing, Product, Quality Assurance, and Tier 3 teams.
• Supported implementations, project plans or product initiatives that involved integrations and compliance reporting.
• Handled all escalations and partners with internal and external executive teams as needed to provide solutions and next steps.
• Increased team ticket efficiency over 10% and Customer Satisfaction has maintained a 94% or higher rating every month since assuming role.
• Maintaining an 85% or higher Service Level Objective deliverable for the team.

Nashville, Tennessee

• Delivered efficient, professional and friendly software support to Qualifacts clients via phone and Customer Relationship Management (CRM) ticketing system.
• Responsible for providing clients with knowledgeable responses to inquiries and resolving issues pertaining to the Carelogic Electronic Health Record (EHR) Software and related business process/workflow best practices.
• Responsible for writing and triaging code-based errors, scripts, and product enhancements to developers.
• Oversaw the Certification refresh process including schedule and communication for all 300 national customers.
• Performance requirement of 50 tickets/month regularly exceeded goal by 250%.

Nashville, Tennessee

• Delivered efficient, professional and friendly software support to Qualifacts clients via phone and Customer Relationship Management (CRM) ticketing system.

West Chester, OH

• Sales and client services for small business.

Bachelor Of Science (B.S.), Psychology

Activities and Societies: Internship as Research Assistant for Developmental Psychology lab. Assisted with various studies by collecting.

Bachelor Of Arts (B.A.), Sociology