Jonathan Close

Background

About Jonathan Close

As an experienced Call Center Manager and Technical Support Leader, I have spent over 15 years optimizing customer service operations, driving performance improvements, and leading high-performing teams. My expertise lies in team leadership, KPI management, process optimization, and AI-driven analytics, ensuring operational efficiency and an enhanced customer experience. Currently, I manage a team of 20+ agents in a high-volume technical support environment, where I focus on performance coaching, strategic workflow improvements, and implementing AI-driven insights to enhance agent development and customer satisfaction. I have consistently led my team to achieve top-ranking KPIs, industry-leading NPS and CuSat scores, and reduced truck roll rates through data-driven strategies. Key Strengths & Expertise: Leadership & Team Development KPI & Performance Management AI & Data-Driven Coaching Strategies Process Improvement & Operational Efficiency Customer Satisfaction & Retention Workforce Optimization & Training CRM & Call Center Technologies Escalation & Conflict Resolution I am passionate about leveraging technology, analytics, and innovative coaching techniques to empower teams, enhance customer experiences, and drive business success. My leadership approach centers on mentorship, data-backed decision-making, and continuous improvement, ensuring that teams consistently exceed expectations and evolve with industry trends. I am always open to networking, industry discussions, and exploring new opportunities in customer service leadership, technical support management, and operations strategy. Let's connect!