Jonathon Gargaro
Oakdale,MN
Summary
Operations executive with expertise in staff training, process optimization, performance management and omnichannel telephony platforms. Proven track record or driving KPI's, improving systems, and increasing revenue through innovative solutions.
Highly organized professional with extensive experience in project management, driving initiatives to successful completion. Known for fostering team collaboration and delivering results. Renowned for adaptability and problem-solving skills, ensuring seamless project execution and stakeholder satisfaction. Diligent Operations Director with proven track record of managing complex projects from inception to completion. Successfully led cross-functional teams and implemented innovative solutions to meet project goals. Demonstrated expertise in project planning and risk management.
Overview
28
28
years of professional experience
Work History
Sr Project Manager
Bluestem Brands
07.2018 - Current
- Implement NICE omnichannel telephony solution across enterprise to provide multiple contact channels for customers including voice, email, and chat
- Identify IVR/Voice fraud and implemented code changes to shut it down
- Manage business relationship with NICE CXone
- Design and implement self-help customer application with the IVR which reduced headcount and provided customers the ability to self-serve
- Collaborated with Customer Care management team to increase NPS two-hundred percent
- Develop training materials and educate staff on IVR self serve functionality
Director
DRIASI
03.2015 - 07.2018
- Had responsibility for U.S Operational Teams (Contact Center, Policy Services and Claims) and Multi-Channel Telephony platform across enterprise
- Drove performance to first contact resolution over 90 percent and an increase of Quality Assurance scores by fifty percent in three months
- Planned, developed and executed models for client special events including staffing, training, and management and performance evaluation
- Designed and implemented multi-channel cloud- based telephony solution that provided customer self-serve options
- Managed over 700 operational relationships across customers, carriers, clients and brokers
- Increased average monthly customer retention by over 30% within the first year
- Developed employees to manager, supervisor and lead levels
Owner
JAM Consulting
02.2014 - 03.2015
- Provided business start-up consulting services, including SBA loans, business plan writing, and business location services
- Assisted start-up businesses in discovering business identity and define marketing strategy
- Worked with businesses to determine expansion opportunities
- Consulted on CaaS solutions and best practices.
Director
Affinity Plus FCU
08.2013 - 01.2014
- Managed staff of 31 employees which included one manager, two assistant managers and 28 advisors
- Identified service deficiencies and implemented changes to improve customer experience
- Implemented necessary changes to ensure customer calls to the branch were answered by branch personnel rather than routed to a third-party vendor
- Leveraged staff skills and passions to drive performance, building the team to consistently exceed customer expectations
Senior Operations Analyst
ECMC
11.2012 - 07.2013
- Provided CRM and telephony expertise during company wind down
- Managed project that successfully combined two site's processes and systems as part of company consolidation and wind-down
- Provided technical documentation and training for customer operations staff and management
- Designed and implemented non-programmatic stop-gap system solutions to handle changes in business strategy
- Identified business requirements, performed User Acceptance testing and implemented complex changes within CRM and auto-dialer
Director
ECMC
08.2010 - 11.2012
- Designed and developed custom auto-dialer and operational systems that increased outbound production over 200%
- Manage a staff of 70 which included a manager, five supervisors and 46 staff on-site and at remote centers
- Performed gap analysis to transition out-state operation to existing company strategies
- Developed two supervisors to management level
- Developed, Implemented, and Managed QA policy and program within managed departments to enhance customer experience
- Designed and developed customer auto-dialers that increased outbound call production rate over 200%
- Developed IVR and Call Manager routing scripts to minimize call abandon rate and allow CSR to handle multiple calls simultaneously
- Developed custom reports to analyze performance and implement necessary changes
Manager
ECMC
09.2004 - 08.2010
- Managed the daily operation of Customer Service and Call Center including 46 on-site and remote staff
- Managed conversion of operational system from mainframe to Oracle and Java
- Led the implementation of a new phone system, including call pop functionality to proactively identify inbound caller
- Developed four staff level employees to supervisory roles
- Implemented and managed training program to improve staff skillsets
- Designed call routing scripting for VoIP phones system to properly route calls efficiently and effectively
- Performed regular analysis of business needs and implemented KPI's to drive improvement
- Managed P & L, budgets and reduced expenses
- Drove performance and continuous improvement to exceed corporate revenue goals six consecutive years
Supervisor
ECMC
01.1998 - 09.2004
- Managed top performing staff for six consecutive years
- Supervised daily operational activities of the department to ensure efficient operation and compliance with policies, procedures, laws and regulations
- Selected, trained, and evaluated performance of staff
- Trained staff on how to improve customer relations
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Monitored workflow to ensure timely task completion
- Researched, analyzed and resolved difficult accounts
Owner, Operator
True Value Hardware
10.1996 - 05.2000
- Managed all aspects of retail hardware store including but not limited to store layout, inventory, finance, employee selection and development
- Built commercial client base
- Provided superior customer service
Education
Bachelor of Arts -
University of Saint Thomas
Saint Paul, MNSkills
- Staff Training & Development
- Team Building
- Telephony Platform Solutions
- CRM & Systems Integration
- Process Improvement
- Telephony Engineer
- Process & System Improvement
- Project Management
- Operations Management
- Client relationship management
- Project planning
- Client relations
- Project plan development
- Cost control
Accomplishments
- Designed, built and implemented multi-channel communication platforms that provided additional communication channels for customers, increased first contact resolution to over ninety percent and quality assurance scores by fifty percent in three months
- Collaborated with team of twenty to increase NPS by two hundred percent.
- Identified IVR and voice fraud attempts and implemented coding changes to shut it down immediately.
- Designed and implemented custom auto-dial solution that increased outbound call production by two hundred percent
- Managed over 700 operational relationships and staff across multiple locations
Timeline
Sr Project Manager
Bluestem Brands
07.2018 - Current
Director
DRIASI
03.2015 - 07.2018
Owner
JAM Consulting
02.2014 - 03.2015
Director
Affinity Plus FCU
08.2013 - 01.2014
Senior Operations Analyst
ECMC
11.2012 - 07.2013
Director
ECMC
08.2010 - 11.2012
Manager
ECMC
09.2004 - 08.2010
Supervisor
ECMC
01.1998 - 09.2004
Owner, Operator
True Value Hardware
10.1996 - 05.2000
Bachelor of Arts -
University of Saint Thomas
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