Jonathon Rivera Email & Phone Number

Chesapeake, Va, Us

Norfolk, Virginia, United States

In my role as the Director of Marketing, I oversee the Marketing Department and all Marketing Objectives, from website design to PPC and lead generation. As the Product Owner, I steer the direction of product development, providing guidance, approvals, and user stories to the development team.

Norfolk, Virginia Area

As the Issuetrak Project Manager, my role involves:- Gathering project requirements and meeting with stakeholders to discuss project vision.- Researching potential solutions to address challenges across the organization.- Collaborating with stakeholders and team members to ensure potential solutions address all pain points.- Working with IT and Operations to implement solution.- Conducting training and assisting with any required migrations/transitions.- Maintaining solutions to ensure ongoing success.

Norfolk, Virginia Area

Oversee the operations and strategy of the marketing department, to include managing PPC campaigns, processing of customer feedback, content production, and social media engagement.

Norfolk, Virginia Area

As the Digital Marketing Manager for Issuetrak, it is my responsibility to ensure a quality customer journey. This begins with helping to coordinate our PPC campaigns, improving and maintaining our website's compliance with SEO best practices, and ensuring all technical documentation meets the standard for excellence.

Norfolk, Virginia Area

As the Technical Writer for Issuetrak, I was responsible for all release documentation for our software. This included the Release Notes, System Requirements, Installation Guides, and Manuals. Additionally, I was responsible for maintaining our internal Knowledge Base and customer facing Help Center. To execute these duties, I worked closely with the development and support teams.Other tasks included keeping track of product reviews, reporting on and responding to customer feedback, and contributing the the blog on our company website.Issuetrak Help Center: https://helpcenter.issuetrak.com/Blog article on Customer Service: https://www.issuetrak.com/customer-service-week/

- Manage Level 1 support representatives in US.- Manage Team Lead and Level 1 Support Representatives in the Philippines.

500 Studio Drive, Virginia Beach Va, 23452

Provide technical support to eLearning LMS

Directly supervised and managed a team of 7-9 customer support representatives (CSRs). Also served as main point of contact between support desk and client, handling client inquiries and technical support requirements. Maintained and improved all aspects of CSR performance, including call based statistics, quality and accuracy of answers, and knowledge level. Served as technical escalation point, handling multiple technical inquiries at once. Conducted interviews and hiring of new employees. Performed coaching and disciplinary actions where necessary.

Served as main point of contact between support desk and client, handling client inquiries and technical support. Served as technical escalation point and liaison between first level support, second level support, and leadership team. Maintained knowledge level of all CSRs and acted as subject matter expert for client. Conducted ongoing and new hire training as necessary.

Supervised and provided mentorship and coaching to a team of CSRs, with team size varying from 10-18 direct reports. Performed all quality evaluations and monitored daily call based statistics. Assisted in disciplinary action where necessary, and assisted in all hiring for the team. Served as subject matter expert for support group and as technical escalation point.

Bba, Management

Aas, Computer Programming