Jonathon Fisher

Experience

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  US Army

  Jan 2007 - May 2010

  Infantry

  Deployment to Iraq to provide support and rebuild local communities. Administrative, equipment management, and human relations duties.

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  University of Florida

  Jun 2011 - Dec 2012

  VA Student Customer Service & Adminsitrator

  Client consulting, client service, multi stakeholder management between the department of Veterans Affairs, the University, and the client. Improved business workflows, trained onboarding employees, escalation management, data processing, policy knowledge management, change agent.

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  Chico's FAS, Inc.

  May 2013 - Aug 2014

  Customer Service Administrator

  Handled incoming customer requests, escalations, and coordinated with front line store locations for support. Sales, service, and account management. Employee training, onboarding, and coaching. Process change agent.

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  Johnson Controls

  Sept 2014 - Feb 2018

  District Operations Coordinator

  Managed multiple technician teams, job scheduling, client escalations, cross-business unit integrations, contracts, and accounts receivable consolidation across many company distractions. Provided feedback to management, improved workflows, & provided employee onboarding training.

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  Gartner

  Mar 2018 - May 2022

  Program Manager, Workforce Operations

  -Provided comprehensive onboarding support for new hires, trainers, and oversight of onboarding programs.-Successfully onboarded trainers, collaborated with Learning and Development (L&D) teams and developed content for the onboarding process.-Managed cross-functional projects involving services, sales, product, and senior leadership teams.-Conducted numerous live skill-based training sessions covering coaching, mentoring, communications, leadership, change management, customer service, personal branding, projects, and presentations.-Facilitated talent acquisition and development by offering interview support for entry and advanced individual contributor roles.-Owned the strategy for onboarding and continued development operations for a global department comprising 300+ associates.-Led advanced role-specific orientation workshops and provided ad-hoc training for technology and process rollouts. -Developed training programs to integrate cross-functional new hires, fostering collaboration.-Maintained, innovated, and launched intranet and global department resources. Show less

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  Rippling

  May 2022 - now

  Support Operations Program Manager

  -Hands-on operational AI experience, including successful implementation of 2 generative chatbots resulting in a deflection rate increase from 20% to 59%. Proficient in integrating AI into company products, automating processes, conducting sentiment analysis, and managing AI vendors.-Global onboarding, training, and professional development experience spanning North America, Europe, the Middle East, and Asia-Pacific regions.-Operations programs experience, specializing in enhancing customer experience and support departments.-Ownership cross-functional programs, collaborating closely with customer service, engineering, and product teams to scale organizations globally and elevate customer experiences.-Employee engagement, development, and coaching. Experienced in company offsite planning and execution, succession planning, employee communications, and fostering feedback-oriented cultures. Show less