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Jonathan Jayne
Wake Forest, NC
currently: Job hunting
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Work history
Oracle
December 2006 to September 2008
Senior Manager, Advanced Customer Services
tags:
customer service management
• consulting management
• technical support management
How would you describe your time at Oracle?
Managed daily operations and strategic planning for Oracle's e-Service program, an enhanced technical support offering providing remote and onsite infrastructure consulting for the Hyperion product line.
Multi-focused position requiring administrative leadership, customer relationship management, business development and strategic planning expertise. Interacted heavily with support sales team for lead verification and project scoping activities. Responsible for all administrative aspects of practice management, such as contracting, resource allocation, scheduling, utilization, escalation management and delivery. Provided project management, including creating project plans and managing project timelines, resources, budgets and project deliverables. Served as the main contact for the customer on large and critical projects; maintained and grew relationships; acted in the role of customer advocate for escalated issues. Accountable for accurate forecasting and achievement of revenue targets, including new business development. Interacted daily with sales, marketing, support, development, and consulting.
Selected Achievements:
- Expanded yearly revenue from $67k to $1.3M within 12-months in position.
- Managed the integration of the Hyperion e-Service program into Oracle Corporation with 0% attrition.
- Diversified program offerings and promoted employee cross-training, resulting in increased utilization rates from 32% to >70%.
- Developed awareness campaigns, including web casts, white papers and presentations at annual Hyperion and Oracle Corporation user-conferences.
- Recipient of Global Support's Management Impact award, 2007, awarded to manager that has made the most valuable contribution to the support organization.... 
Oracle
August 2003 to December 2006
Senior Manager, Technical Support Delivery
tags:
process improvement
• escalation management
• operations and administration
• team building and staff reten...
• employee training and develop...
How would you describe your time at Oracle?
Managed a team of North America-based Tier 3 support analysts and specialists supporting multiple Hyperion applications, including Hyperion Planning, Financial Management, Essbase and Financial Reporting. Provided escalation, project, and staff management, including career development, staffing, performance management and organizational development. Managed operational responsibilities to ensure financial success, quality, and employee and customer satisfaction. Contributed to the growth and development of the business group through the development and adoption of new organizational programs, technologies, tools and resources. Managed to key metrics, including average resolution time, backlog and customer satisfaction.
Selected Achievements:
- Exceeded corporate customer satisfaction objectives and goals. Team averaged an 8.0 rating on a 10-point scale.
- Improved case resolution times by 10% through the implementation of an internal and external resolution knowledgebase.
- Reduced case backlog to <5% over 30 days old.
- Increased productivity and efficiency by standardizing business processes across global call center operations.
- Led the Support design team for a Siebel Call Center (CRM application) implementation....
Oracle
June 2001 to September 2003
Manager, Technical Support Delivery
tags:
customer care
• retention
• problem resolution
• employee training
How would you describe your time at Oracle?
Management of day-to-day operations for a team of support analysts and specialists. Provided support to team as necessary, including customer escalation management, securing development and product management resources for the resolution of customer issues and team goals, and employee development and recognition.
Selected Achievements:
- Participated in several merger and acquisition readiness projects, including call handling process, support readiness and call routing and resolution practices.
- Prepared annual budget information. Consistently held team expenses under actual budget.
- Conducted support systems end-user training sessions for global support....
Manager, North America Call Center
tags:
escalation management
• customer care
• operations and administration
• team building and staff reten...
• management
• problem resolution
How would you describe your time at Oracle?
Management of North American-based inbound contact center with average daily volume of ~2000 contacts received via email, phone and web. Developed and directed the management of the customer call center to ensure customer satisfaction, improved call efficiency, low abandonment rates, and improved employee product knowledge and training. Implemented processes and systems that generated higher productivity and improved customer retention. Continually investigated and introduced process improvement measures.
Selected Achievements:
- Reduced abandoned rate from 11.5% to 3% within three months in position.
- Increased average speed of answer from 34 seconds to 7 seconds.
- Redesigned web portal increasing web case submissions from 23% to 60%, reducing headcount by 20%.
- Developed and documented case handling and resolution standards.
- Recipient of Support's Division Spotlight award in recognition of effective management and leadership....
District Director
tags:
corporate sponsorship
• fundraiser
• special event planning
How would you describe your time at Muscular Dystrophy Associat...?
Chief fundraiser and administrator for New Haven county chapter of not-for-profit charity, responsible for management of chapter personnel and day-to-day operations, including attainment of budgeted goals, development of new fundraising events and corporate sponsors, organization of special events and programs, including the production of the local Jerry Lewis Labor Day Telethon remote broadcasts....
Jonathan's Network
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Recommendations
Jonathan Jayne is truly professional in his work ethics and business practices. In my experience with Jon, he focuses on the customer needs and experiences while balancing the business needs as well. In addition to regular management responsibilities, Jon initiates improvements in processes and promotes efficiencies within the team for maximum performance. Jon works well at all levels within an organization as well as with external customers. Jon is a great team player!
I have known and worked with Jon for over 9 years. During this time he demonstrated strong analytical, communication, and organizational skills. Jon always maintained a professional manner and was pleasant to work with.
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