Jonathan Wilson
Hagerstown,Maryland
Summary
Dynamic Customer Experience Leader and Talent Acquisition Professional with extensive leadership experience in support operations, workforce management, and full-cycle recruitment. Expertise in driving operational performance enhancements, fostering team effectiveness, and achieving measurable results through strategic execution and dedicated people development. Proven success in managing escalations, optimizing standard operating procedures (SOPs), and spearheading cross-functional initiatives while consistently maintaining high KPI performance standards. Committed to leveraging a results-oriented approach to elevate organizational success and enhance customer satisfaction.
Overview
19
19
years of professional experience
Work History
Team Lead / Customer Experience
Clear Captions
Remote
10.2023 - Current
- Provide real-time floor support to agents resolving complex customer issues.
- Handle escalation calls and sensitive customer interactions to ensure positive outcomes.
- Execute special projects and action plans assigned by leadership.
- Serve as SME by rewriting and optimizing SOP documentation.
- Monitor performance metrics and reinforce quality and productivity standards to help maintain service excellence.
- Collaborate cross-functionally to improve workflows and operational efficiency.
Professional & Commercial Recruiter
Nesco Resource
Dallas, Texas
06.2022 - 10.2023
- Managed full-cycle recruitment for engineering, IT, and professional roles.
- Developed strategic hiring plans aligned with client workforce needs.
- Conducted sourcing, screening, interviewing, offer negotiation, and onboarding.
- Achieved 98% KPI rating in most recent 12-month evaluation.
Hiring Executive
24/7.ai
Dallas, Texas
10.2018 - 06.2022
- Interviewed and hired up to 50 agents weekly in high-volume environment.
- Maintained 8.5% attrition rate for new hires within first six months.
- Built sustainable candidate pipelines using LinkedIn Recruiter and digital sourcing strategies.
Front Line Manager / Talent Acquisition
Genpact
Richardson, Texas
10.2017 - 10.2018
- Led a team of 15 agents in social media content moderation operations.
- Oversaw scheduling, payroll, and performance management.
- Achieved 98.9% accuracy rating during Q4 performance cycle.
Assistant Operations Manager
24/7.ai
Dallas, Texas
10.2015 - 10.2017
- Oversaw daily operations for Social Media Customer Service, Direct TV Now, and QA teams.
- Supervised Team Leads and agents, improving workflow efficiency.
- Partnered cross-functionally to resolve process gaps and performance bottlenecks.
Credit Card Support Analyst
Kohl's
Richardson, TX
10.2014 - 07.2015
- Comprehensive troubleshooting.
- Advanced Customer Assistance.
- Analyzed customer support inquiries to identify trends and improve service delivery.
- Proficient analytic prowess and decision-making skills.
- Implemented process improvements that increased ticket resolution efficiency by streamlining workflows.
Lacerte Software Support Analyst (Temp Tax Season)
Intuit
Plano, TX
11.2013 - 04.2014
- Advanced troubleshooting & problem solving for tax preparation.
- High End Software Support.
- Provided technical support for users, resolving software issues and enhancing user satisfaction.
- Analyzed customer feedback to identify common software problems, improving product usability.
- Developed and maintained documentation for troubleshooting procedures, streamlining support processes.
Store Manager
GameStop
Dallas, TX
11.2006 - 11.2013
- Store management for 3 DFW stores.
- Hiring & recruitment of store employees
- Payroll & employee scheduling.
- Customer advocacy.
- Conflict resolution & de-escalation.
- Led team in achieving sales targets through effective staff training and performance management.
- Implemented inventory management systems to enhance stock accuracy and reduce shrinkage.
- Developed promotional strategies that increased customer engagement and drove store traffic.
- Streamlined operational processes, improving efficiency and reducing overhead costs.
Education
Studies in Communications
University of Maryland Baltimore County
Baltimore, MDundefined
St. Maria Goretti High School
Hagerstown, MarylandSkills
- Customer Experience Leadership
- Escalation & De-escalation Management
- Full-Cycle Recruitment & Talent Acquisition
- Operational Process Improvement
- SOP Development & Documentation
- Performance & KPI Management
- Cross-Functional Collaboration
- Workforce Planning & Scheduling
Timeline
Team Lead / Customer Experience
Clear Captions
10.2023 - Current
Professional & Commercial Recruiter
Nesco Resource
06.2022 - 10.2023
Hiring Executive
24/7.ai
10.2018 - 06.2022
Front Line Manager / Talent Acquisition
Genpact
10.2017 - 10.2018
Assistant Operations Manager
24/7.ai
10.2015 - 10.2017
Credit Card Support Analyst
Kohl's
10.2014 - 07.2015
Lacerte Software Support Analyst (Temp Tax Season)
Intuit
11.2013 - 04.2014
Store Manager
GameStop
11.2006 - 11.2013
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St. Maria Goretti High School
Studies in Communications
University of Maryland Baltimore County