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Jonathan "Jerry" L. | Elance
 
176985602337900
Last Sign-in: Oct 17, 2014

Jonathan "Jerry" L.

   United States
  |   San Francisco, CA

Overview

True Customer Success

The heart of every company is their customer. They are the folks that pump the blood to all the organs and enable a company to exist and deliver value. The longevity of a company is therefore directly tied to their customer success or how a company takes care of its heart.

Inherently as companies grow and become larger they have a more difficult time maintaining a healthy heart and therefore a healthy body. I imagine itís not much different to humans as we age. When companies are small or starting it is easy to engage...

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Skills (10)

Tested
Outsourcing
Customer Satisfaction
Change Management
Offshoring
Business Analysis
Forecasting
Six Sigma
Knowledge Management
Workforce Management
Project Planning

Employment

Autodesk
Director - EIS End User Customer Services
2013 - Present
Global IT Leader responsible for Real Time Collaboration and Conferencing, Device, Information Remote Access, Apps, Storage, Security, Social, and BYOD. My team engineers, deploys, and run services...
Symantec
Senior Director Customer Insight & Advocacy EMEA
2011 - 2013
Senior Leader responsible for the EMEA division of Customer Insight and Advocacy as the face of Enterprise Support Services. My team, which includes Customer Advocacy, Critical Escalation Managers,...
Microsoft
Senior Group Manager - EMEA MGO Procurement
2007 - 2011
Responsible for managing and leading the Consumer and Enterprise Europe, Middle East, and Africa Global Outsourcing business segments in Call Center Procurement Division.Including strategic...
Monster Worldwide
Director of Customer Service and Sales Outsourcing
2005 - 2007
Head of Customer Service Outsourcing Division responsible for 1000 employees across 7 different product lines including Sales, Service and the BPO space.
Microsoft
CSS Finance Office
2002 - 2005
Finance owner for the CS and MSN $45M P&L's across Microsoft US services division.
Convergys Corp.
Workforce Management Office
1999 - 2002
Call Center Workforce Management owner of all Forecasting, Scheduling, and Command Center activities for CVG spanning across the globe with scope that covered 3,000 employees who worked on...

Education

University of Phoenix
Bachelors of Science
-
Overview  |  Job History  |  Resume/C.V.

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  • 12 months
  • Lifetime
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Identity
Username
byujonathan
Type
Individual
Member Since
October 2014
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Jonathan "Jerry" L. | Elance

Jonathan "Jerry" L.