Josh Beaton

Experience

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  Enviroscan, Inc.

  Apr 2000 - Jan 2003

  Project Geophysicist

  Performed fieldwork using various geophysical techniques. Processed data using various types of geophysical software (AutoCAD, Surfer).

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  Enviroscan, Inc.

  Apr 2003 - Dec 2003

  Project Manager

  Preparation of professional reports and deliverables (charts, graphs, maps,cross-sections)Interaction with clients. Management and supervision of geological technicians within the company

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  Mosaic Mapping

  Jul 2004 - Jan 2005

  Data Analyst

  Providing quality control to LIDAR data with editing using GIS and CAD software packages.Provide feedback and support to junior data analysts.Discussed and rectified all data quality issues to ensure consistency and accuracy of the end product.

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  Esri

  Jan 2005 - now

  Report to the Director of Customer Experience and oversee numerous aspects of the customer lifecycle while ensuring improvements are made in areas that are painful for customers. This is accomplished through extensive customer journey map design, managing a strong Voice of the Customer (VOC) process, and maintaining key feedback channels such as surveys and a Customer Advisory board. Additionally, serve as a Certified Product Owner for the organization’s external customer self-service web portal. Primary focus is towards working directly with customers and international distributors, internal c-level stakeholders across all departments, and a senior development team to ensure key user stories are prioritized efficiently in a backlog for cycled releases. Show less Responsible for a group of 100+ analysts within a global call center environment that deliver world class service to customers. Directly supported and developed a group of upper managers within the department. Lead the effort on a complete reorganization of the department to better serve customers. This included updating physical team dynamics for stronger cross-collaboration, Salesforce customer relationship management (CRM) workflows for increased efficiency, and Genesys interactive voice response (IVR) system for faster service to customers.Other day to day duties included escalation management, hiring & recruiting, leadership development, and budget planning & reporting. Show less

  • Customer Experience Program Manager

    Mar 2018 - now

  • Operations Manager - Technical Support

    Jan 2012 - Sept 2018

  • Unit Manager - Technical Support

    Jan 2008 - Dec 2011

  • Technical Support Supervisor

    Jan 2006 - Dec 2007

  • GIS Analyst

    Jan 2005 - Dec 2005