Jason Jahner
Cumming,United States
Summary
Transformational leader that has successfully led multiple teams across the technology spectrum. Skilled at achieving key long-term corporate goals within dynamic operational deadlines by enhancing team performance and driving quality customer experiences. Adept at implementing key customer service, technical support, and sales procedures that grow careers and develop culture based on delivering quality service. Highly skilled at building effective working relationships with colleagues, partners, and senior leadership teams through creative problem solving and strong communication. Seasoned customer service specialist with a background in providing advice on diverse customer situations, analytics and service development. Dependable, loyal, diligent professional with a solid work ethic.
Knowledgeable [Desired Position] with strong background in managing branch operations and ensuring consistent customer satisfaction. Demonstrated ability to lead teams effectively and implement strategic initiatives that enhance operational efficiency. Proven expertise in problem-solving and financial management.
Experienced with managing branch operations and driving team performance to achieve business goals. Utilizes strategic planning and effective leadership to enhance operational efficiency. Track record of fostering strong client relationships and implementing successful financial strategies.
Overview
17
17
years of professional experience
Work History
Branch Manager
TruGreen Lawn Care Service
06.2024 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
- Enhanced staff competency with regular training sessions, boosting productivity levels across the branch operations.
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Complied with regulatory guidelines and requirements.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
- Optimized branch inventory management practices for improved product availability and reduced stock obsolescence costs.
- Fostered culture of excellence and accountability, resulting in branch consistently exceeding performance targets.
- Spearheaded community outreach programs, reinforcing branch's commitment to social responsibility and building community ties.
- Elevated staff morale and productivity by introducing system of rewards and recognition for outstanding performance.
- Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
Service Manager
TruGreen
07.2020 - 06.2024
- Daily responsibilities include fleet management, route management, Direct Customer Service, OSHA Guidance and Agronomic Chemical management as well as Inventory control
- State Department of Agriculture Licensed
- My team and I work with multiple branches and departments to build relationships with vendors and customers to ensure lawn and horticulture health
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented strategies to increase customer service satisfaction ratings.
Supervisor
Lot Operations
07.2018 - 08.2019
- Responsible for supervising and directing the daily activities of the lot personnel and the lot operations functions for the auctions and ensures the efficient, orderly and proper staging and moving of vehicles on the lot and through the sales lanes
- Assist with lot operations daily to ensure efficient operations prior to and after sales
- Supervisors the daily operations of the vehicle check-in area by supervising and coordinating the activities and the work flow of the sale lot drivers, check-in personnel, lane captains and other lot operations employees
- Ensure efficient lot operations by coordinating the movement of vehicles from check-in to the sale lanes
- Supervise flow to ensure that incoming vehicles are received, stocked-in, numerated and parked in proper areas
- Provide quality service and interact with customer to resolve any problems that may occur
- Inspect and maintain lot operations equipment and meet with Operations Manager on a regular basis to review and resolve potential problems
- Visibly demonstrate safety commitment by following all safety and health procedures and model the behaviors related to such
- Enforce all policies and procedures related to employee and customer conduct
- Effectively leading the team at the location by setting an example in behavior, values and ensuring that all employees are treated with respect
Project Management - New Business Development
Cox Communications
03.2015 - 10.2017
- Provides leadership and direction to department personnel from upper-level management to non-exempt employees
- Have full accountability for planning of resources for tasks, allocation, estimation scheduling and risk management
- Develop detailed project schedules, project estimates, resource plans, and status reports; plans and/or designs data
- Report and communicate to the team, key stakeholders and senior management
- Track and communicate key project milestones and potential project risks; reports on project progress through project lifecycle
- Ensure alignment across multiple technology and business stakeholders on overall program schedule, budget, deliverables, and ensure alignment is maintained for the duration of the program
- Sustain strong ongoing relationships with business sponsors and senior management
- Participate in project team performance appraisals, career planning and succession planning
Manager - Customer Service
Xerox Business Services
10.2014 - 04.2015
- Analyzed and improved team operations resulting in increased customer support satisfactions
- Maintaining expectations of state and federal regulations regarding Health and Welfare benefits
- Developed solutions as part of quality management for conducting comparison analysis of incoming calls times and Net Promoter Scores to improve customer relations and satisfactions
- Supervised support personnel ensuring all duties were performed accurately and timely
- Ensuring workflow met high company standards as well as all federal and state regulations
Vendor Support Management
Cox Communications
05.2010 - 08.2014
- Ensure vendor site obtains Key Performance Indicators (KPI) and continue to drive performance while improving the KPI
- Manages the communication process with internal Cox Communication personnel and the external vendor to insure critical information is sent and received throughout the day
- Act as a liaison and point-of-contact with outsource company to ensure resolution of issues and customer satisfaction
- Maintain escalation contact information for all vendors to ensure the organization has the most recent information
- Created and maintained spreadsheets for vendor call center statistics, tracking and trending data, which led to the generation of job aids to help assist reps with call flows and improve statistics
- Traveled and participated in monthly team meetings for sites hosting over 200+ agents to help build rapport with the agents and clients and educate on the business importance/financial impact on the organization, ensuring that the organization meet the sales, customer survey and set goals
- Responsible for resolving customer complaints and concerns with strong negotiation skills
- Developed, trained and managed employee performance
- Recommended training and ensured the required skill sets are met
- Performed monthly/quarterly assessment for potential chronic issues
- Position required a broad range of competencies with leadership, performance and strategic skills at the forefront
Team Leader - Technology
E-Commerce Team
02.2008 - 06.2010
- Create and maintain a high-performing team supporting email and live chat interactions related to technical support, account services, sales, Service to Sales, customer retention and general inquiries
- Resolve NPS results and customer escalations via phone and email by taking full ownership of the customer's satisfaction, acting as the voice of the customer, collaborating with all appropriate departments and providing feedback
- Promote superior customer interactions by monitoring team's quality, providing timely feedback, educating and training, and implementing high standards for quality of service
- Proven track record in exceeding Service to Sales targets to generate revenue growth
- Ensure operational service levels and company performance standards are met at both individual and department levels
- Provide ongoing communication and reporting to key stakeholders
- Assisted with forecasting volumes and creating schedules to support response time goals
- Assisted in launch of job-sharing partnerships between various departments to reduce operational costs and increase productivity while enhancing employee career development
Education
None - General Studies
Eastern New Mexico University-Main Campus
Portales, NM04.1991
Technical Certificate - Telecommunications
Rio Salado Community College
Phoenix, AZHigh School Diploma -
Clovis High School
Clovis, NM05.1990
Skills
- Key Holder
- Onsite
- Applied Behavior Analysis
- Microsoft Office
- Computer Literacy
- Excel
- Inventory Control
- Training & Development
- Analytics
- E-Commerce
- Live Chat
- Forecasting
- Succession Planning
- Quality Management
- Senior Leadership
- Technical Support
- Performance Management
- Customer Service
- Microsoft Excel
- Interviewing
- Salesforce
- Supervising Experience
- Microsoft Powerpoint
- Management
- Change Management
- Business Development
- Management Experience
- Data Collection
- Troubleshooting
- Quality assurance
- Project Management
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Attention to detail
- Excellent work ethic
- Coaching and mentoring
- Team supervision
- Client relationship management
- Relationship management
- Strong team-builder
- Verbal/written communication
- Employee development
- Staff management
- Operations management
- Decision-making
- Team player
- Staff supervision
- Training and development
- Process improvement
- Business development
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
Work motivation, Proficient, 06/20, Level of motivation and discipline applied toward work. Full results: Proficient.
Timeline
Branch Manager
TruGreen Lawn Care Service
06.2024 - Current
Service Manager
TruGreen
07.2020 - 06.2024
Supervisor
Lot Operations
07.2018 - 08.2019
Project Management - New Business Development
Cox Communications
03.2015 - 10.2017
Manager - Customer Service
Xerox Business Services
10.2014 - 04.2015
Vendor Support Management
Cox Communications
05.2010 - 08.2014
Team Leader - Technology
E-Commerce Team
02.2008 - 06.2010
Technical Certificate - Telecommunications
Rio Salado Community College
High School Diploma -
Clovis High School
None - General Studies
Eastern New Mexico University-Main Campus
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