Josh Thornbrugh Email & Phone Number

Led the consolidated internal support team, responsible for all escalations from 3P and all direct B2B contacts.Established new 3P vendor sites and successfully off-boarded underperforming partners. Resulting in +24% increase in service levels.Co-designed and implemented Amazon Connect to replace historic telephony solution.Restructured support tooling for.

Loveland, Colorado, United States

Lead a consolidated 24/7 IT team supporting associates globally dispersed. Work cross-functionally to build and deploy IT systems and solutions to internal companies.Integrate newly acquired companies as we expand global operations.Developed and continue to support an enterprise knowledge management tool (XWIKI)Co-Developed consolidated IT administrator.

Broomfield, CO

• Directly manage a 24x7 IT Operations team supporting 40 sites in North America. This includes monitoring and trending the performance of the support team to ensure operational and service level targets are met..
• Supported a multi-national rollout of SAP S/4 HANA ERP to over 30 sites in North America, including all aspects of JS servers, Application Servers, Databases, ME/MII environments and network infrastructure required for.
• Developed and implemented a multi-national onboarding and off boarding process which dramatically reduced cost per complete and improved CSAT.
• Across all initiatives, cost / complete was reduced by 23% year over year. CSAT improved 15%
• Manage company disaster recovery procedure.
• Co-Organize and support the Change Control Board in all aspects of change management.

• People leader and project manager responsible for the development of new content and channel directives. This includes the creation of performance management rhythms and leadership development programs. Executed.
• Lead a channel that performs seven million front line contacts via phone and site chat, concluding with three million unique sessions fulfilled at the tier 3 layer.
• Responsible for the management and growth of a multi-million-dollar P&L.
• Coach, develop, and inspire seven work from home managers with a direct workforce exceeding 140 work from home employees.
• Collaborated with vendor partners to ensure a low average handle time, high customer satisfaction. Delivering a sustained 92 Net Promoter Score.
• Coordinated new client facing offers, scopes of work for services provided, and standard operating procedures that increased revenue and reduced cost to serve across a workforce of 1400 employees.

• Managed Online Support operations with focus on sales, development, client experience, and vendor partnerships. Create, teach, and validate performance improvement plans to address employee opportunities. Ensure.
• Oversee all areas of employee development and training.
• Managed client escalations in partnership with the Quality Control team through session audits and quality calibrations.
• Aid employees in career planning and professional development.
• Design and execute business plans and or/performance improvement plans, utilizing financials combined with employee and customer insights to improve Net Promoter Score (NPS) from 82 to 94 within the first three months.
• Ensure contractual SLA’s are met with a diverse group of partners and third party labor channels.

Management Information Systems, General

Ux & Ui Design

Google Sprint Lean UX Design User Centered Design Sketch | Invision | Marvel UX Design UX Research UI Design Agile (Scrum) HTML5 | CSS3

Certificate, Computer/Information Technology Administration And Management

ITIL Foundations