JON HANSEN
Chanhassen,MN
Summary
Results-oriented leader with experience in team leadership, project management, business improvement and customer service, spanning industries including Healthcare, HVAC, Transportation, Travel and Relocation. Strengths and expertise include: - Excellent written and oral communication skills - Relationship and team building - Agile and Waterfall methodology Project Management - Process improvement using Six Sigma methodology - Operations and change management - Multiple process and systems integration and standardization - Transactional web site development, sales and purchasing. - Ai bot integration and implementation
Overview
26
26
years of professional experience
1
1
Certification
Work History
Business Operations Specialist
GENZ-RYAN
01.2023 - 01.2024
- Part of team managing implementation of Sage Intacct to manage company assets.
- Managed implementation of Inventory and Purchasing within Service Titan, a Field Service Management System (FSM), and its integration with Sage Intacct and ADP TimeBank.
- Created and maintained documentation and SOPs for end users tracking, adjusting and purchasing of materials for job related needs and Payroll processing.
- Managed multiple implementations including new e-commerce site, Ai scheduling system, Ai customer service communication systems, custom metric display software and creation of multiple ad-hoc reports as needed by Senior Management.
- Led process automation initiatives that increased efficiency and reduced manual workload across various departments within the organization.
- Participated in meetings and associated events to help define and achieve organizational objectives.
Project Manager / Team Lead / Senior Customer Technology Manager
BI
01.2006 - 01.2023
- Maintain and implement metric based incentive programs for large automotive customers
- Preparing reports, monitoring data, working in a team environment to produce measurable results for our customers
- Manage and delegate project responsibilities for the successful delivery of up to 300 web-based registration sites per year.
- Analyze customer needs, present creative options, manage timeline and scope of projects ensuring timely and accurate deliverables
- Lead Travel Technology team responsible for increasing customer satisfaction scores to an all time high of 9.67 out of a possible 10.
- Manage and educate cross functional teams consisting of account managers, web site developers, copywriters and graphic artists to create, implement and administer transactional web sites used to motivate employees, collect pertinent information and process program related charges.
- Responsible for building and maintaining relationships between the technology team, vendors, customer delivery teams, corporate clients and management.
Operations Manager / Project Manager / Team Leader
SIRVA RELOCATION
01.2003 - 01.2006
- Implemented, managed and maintained customer focused processes and systems in 5 service centers throughout the United States
- Developed standardized document management and procedures to help streamline operational efficiencies for a staff of 100+ people
- Provided executive management with detailed report analysis, productivity projections and insight to daily operations issues and concerns
- Successfully managed the relationship between operations, executive management, finance, closing, title departments and information technology
- Standardized collection and reporting methods for the Quality Assurance Department
- Assisted in creating and developing customer dashboards to provide valuable information to clients regarding service level agreements and team performance.
Team Lead / Customer Service Advisor
G.E. CAPITAL FLEET SERVICES
01.1998 - 01.2003
- Identified and analyzed company needs to better equip the call center and fleet managers to research client questions and concerns and liquidate surplus vehicles by creating, executing and maintaining internal web sites for Licensing Services and Vehicle Purchasing departments
- Identified as the key point of contact for troubled clients, to improve and maintain exemplary customer service and increase client retention though exemplary oral and written communications
- Successfully managed a team of 15+ individuals in the day to day operations of licensing over 250,000 fleet vehicles in 50 states, Puerto Rico and Canada though direct communication and candid feedback.
Education
Bachelor of Science, Business Administration -
East Carolina University
Greenville, NCSkills
- Microsoft Office
- SQL
- Multiple Event Platforms (CVENT, LENOS)
- Sage Intacct
- Service Titan
- ADP TimeBank
Accomplishments
- Black Belt Certified in Six-Sigma: GE Capital Fleet Services
- President’s Award: GE Capital - exceeding productivity goals
- Management Award: GE Capital - Exceptional Productivity and Client Satisfaction
- Chosen for cross functional training and development program, analyzing all aspects of the fleet business to help create a better customer delivery process.
- Partnered with Best Christmas Ever charity to support derserving families in need?
Affiliations Awards Community Involvement
- President’s Award: GE Capital - exceeding productivity goals
- Management Award: GE Capital - Exceptional Productivity and Client Satisfaction
- Chosen as one of two individuals within GE Capital Fleet Services to participate in a cross functional training and development program, analyzing all aspects of the fleet business to help create a better customer delivery process.
- Best Christmas Ever’ with Genz-Ryan, providing families who have fallen on hard times, through no fault of their own, with a custom and unique Best Christmas Ever.
Certification
Black Belt Certified in Six-Sigma: GE Capital Fleet Services
Timeline
Business Operations Specialist
GENZ-RYAN
01.2023 - 01.2024
Project Manager / Team Lead / Senior Customer Technology Manager
BI
01.2006 - 01.2023
Operations Manager / Project Manager / Team Leader
SIRVA RELOCATION
01.2003 - 01.2006
Team Lead / Customer Service Advisor
G.E. CAPITAL FLEET SERVICES
01.1998 - 01.2003
Bachelor of Science, Business Administration -
East Carolina University
Similar Profiles
Michael MerthanMichael Merthan
HVAC Technician at Genz RyanHVAC Technician at Genz Ryan
Ranjitha KRanjitha K
Test Analyst at Genz Solutions Pvt LtsTest Analyst at Genz Solutions Pvt Lts
Prakash KantamaniPrakash Kantamani
Data Engineer at Genz workforce LLCData Engineer at Genz workforce LLC