Jonathan Medrano

Leverages extensive experience and skills in aerospace and medical technology to identify and pursue new opportunities, expand existing partnerships, and deliver value-added solutions to clients. With over eight years in progressive leadership roles in product support and program management, has successfully managed cross-functional teams, drove key improvement projects, and collaborated with senior leaders to enhance product offerings and customer satisfaction.
Applies domain expertise and passion for innovation and excellence to help with transforming healthcare delivery and access through telemedicine. With a strong background in systems engineering, support analysis, and manufacturing process improvement, and is always eager to learn new skills, embrace new challenges, and contribute to the growth and success teams and organizations. Is currently pursuing a Bachelor of Science in Aeronautics from Embry-Riddle Aeronautical University.

• GlobalMed Telemedicine, Scottsdale, Arizona, Director of Customer Success, 2021-01-01, Present, Provide strategic leadership for product support and program management (PSPM) organization to steer organizational operations. Develop robust strategies and standard procedures in compliance with rules and regulations. Implement a learning management system (LMS) to devise and organize a training curriculum. Plan and establish a call center to drive all inbound and outbound calls from existing and potential customers., Sustained 97%+ on-time delivery metrics for post-production support services and goods., Achieved optimal levels of customer experience and satisfaction scores by developing/implementing effective customer support policies and operational pipelines., Enabled data-driven decision-making by executing accurate research, in addition to liaising insights and product improvement recommendations to internal and external stakeholders., Facilitated consistent and complete customer support by delivering customer-oriented solutions, while leading cross-functional collaboration among various teams., Created technical support ticketing system, using Zendesk with a keen focus on customer success.
• GlobalMed Telemedicine, Scottsdale, Arizona, Senior Program Manager, 2020-01-01, 2021-12-31, Administered overall operations related to goods and services delivery for all government customers, while maximizing efficiency and profits, along with steering best-in-class program management practices. Oversaw end-to-end program operations, while meeting all requirements efficiently in accordance with contracts. Directed all facets of day-to-day program management, such as examining business activities, customizing expense processes, establishing goals, and communicating program strategy across the organization. Monitored and presented program status to senior management, including internal and external leaders., Recovered $500K in lost revenue for unreturned materials by implementing effective strategies., Improved customer satisfaction by maintaining effectiveness for the complete product lifecycle., Optimized prior damaged key relationship with 2 large government clients.
• Boeing, Mesa, Arizona, Integrated Planning and Management Specialist, 2018-01-01, 2020-12-31, Researched, documented, and provided technical guidance to develop/maintain support products, engineering data, and support infrastructure through the execution and restructuring of procedures. Prepared strategic plans and schedules to meet and exceed organizational goals. Reviewed change proposals for program and engineering, as well as assessed sustainment impact. Approved standard deliverables and facilitated trade studies for platform subsystems., Appreciated by top management for managing $250M worth of post-production support services., Ensured seamless operations, while successfully leading the delivery of 30 AH-64 E aircraft and goods into Qatar., Planned, created, integrated, and led a support system for the complete product and program lifecycle by representing competent performance in analysis, spares, technical data, training modifications, support equipment, and facilities.