Hi, I’m
Joshua Jonassaint
Vineyard,UT
Service to others is the rent you pay for your room here on earth.
Muhammad Ali
Summary
Work smarter, not harder.
Versatile Senior Manager passionate about solving challenging problems using technology. Experienced data analyst and database engineer with a background in implementing, integrating, and customizing third party call center applications. I am a warm and professional leader with an open mindset pursuing new business challenges with a growth-oriented company.
Overview
11
years of professional experience
4
years of post-secondary education
Work History
Wayfair
Senior Manager
10.2018 - Current
Job overview
- Managed large-scale software implementation projects introducing new workforce management tools; including configuration, integration, and customized reporting needs
- Updated legacy automation jobs using an event-driven framework to decouple dependencies and make use of third party APIs
- Developed close relationships with vendors of third party applications to drive roadmap collaboration and speaking opportunities at vendor-conferences
- Quantified opportunity costs to support project prioritization
Wayfair
Data Analyst
01.2016 - 10.2018
Job overview
- Built a database to facilitate forecasting customer service call center staffing across all channels and departments; testing new models to drive accuracy
- Created processes to manage call center policies for attendance and time off to enable the leadership's vision beyond out-of-the-box software functionality
- Integrated key workforce management software components with the enterprise's reporting backend to drive coherence in executive business reports
- Identified scope for and founded a team of database analysts to own scheduling/WFM and HR technology integrations for call center operations globally
Wayfair
Customer Service Agent
07.2015 - 01.2016
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new hires and handled customer escalations
BJ Plumbing Supply
Accounts Payable Clerk
01.2013 - 01.2015
Job overview
- Prepared vendor invoices and processed incoming payments.
- Researched discrepancies between purchase orders and invoices prior to payment authorization.
Utah Valley University
Tutor
01.2013 - 01.2015
Job overview
- Tutored students in math, reading and writing to help them improve their grades and confidence
- Assessed student's strengths and weaknesses to create individualized lesson plans
- Adapted lessons to meet the needs of diverse learners.
Education
Utah Valley UniversityOrem, UT
Bachelor of Science from Accounting
2011 - 2015 (4 education.years_Label)
Skills
Stakeholder Management
References
References available upon request
Availability
See my work availability
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Available
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Timeline
Senior Manager
Wayfair
10.2018 - Current
Data Analyst
Wayfair
01.2016 - 10.2018
Customer Service Agent
Wayfair
07.2015 - 01.2016
Accounts Payable Clerk
BJ Plumbing Supply
01.2013 - 01.2015
Tutor
Utah Valley University
01.2013 - 01.2015
Utah Valley University
Bachelor of Science from Accounting
2011 - 2015 (4 education.years_Label)