Jonathan Irwin

Experience

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  JAC transportation LLC

  Oct 2006 - Nov 2017

  Business Owner

  As a Business Owner, I haveFounded and established JAC Transportation LLC, successful and forward-thinking company, from inception to success. Formulated and executed robust business plan, strategy, and operations. Spearheaded all aspects of business, covering finance, marketing, sales, operations, and HR; attained significant cost savings through strategic resource allocation/process optimization. Cultivated strategic alliances and secured essential resources for business growth by nurturing partnerships with industry leaders, suppliers, and investors.Please find below the key contributions for this role:- Accomplished consistent 10% - 23% year-over-year growth by identifying market gaps and opportunities, conducting in-depth market research for data-driven decision-making, and developing new products and services to address unmet needs.- Guided dynamic team of 26 in realizing the company's vision, resulting in sustained year-over-year growth and profitability.- Pioneered entry into Medicaid transportation and secured direct contracts with local hospitals as one of early adopters.- Supervised fleet of 8 cars and 16 drivers and provided round-the-clock service in Greater Detroit area.- Achieved consistent year-over-year growth by overseeing and boosting sales.Skills: Business Development | Strategic Planning | Operations Management | Finance Management | Marketing Strategy | Sales Leadership | Human Resources Management | Cost Optimization | Partnership Building | Entrepreneurship | Market Research | Data-Driven Decision-Making | Product and Service Development | Team Leadership | Profitability Management | Contract Negotiation | Fleet Supervision | Sales Growth | Medicaid Transportation | Client Relationship Management | Risk Management Show less

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  CareTech Solutions

  Jan 2019 - Apr 2022

  Team Lead Manager

  While acting as Team Lead, I have performed following duties:Led team of 15-27 professionals dedicated to delivering exceptional IT support services to healthcare organizations, with keen focus on ensuring seamless operation of critical technology systems and applications. Conducted regular training sessions to keep team abreast of latest healthcare IT solutions, regulatory requirements, and best practices, while ensuring high standard of service delivery. Addressed second-level technical challenges in Health Care IT.Examples of my key accomplishments inlcude:- Accomplished notable 20% reduction in operational costs, enhanced system reliability, and improved standard of patient care by identifying opportunities for IT process improvement and automation in collaboration with healthcare clients.- Maintained remarkable 98% client satisfaction rate and consistently achieved and exceeded SLAs by directing day-to-day team operations, covering incident management, service request fulfillment, and support escalations.- Attained exceptional 15% increase in team productivity by providing effective guidance and mentorship to team members, facilitating skill development, and fostering culture of innovation and continuous learning.- Delivered supervision to team of 20 agents, met monthly metrics of 93%, and ensured each agent handled 800 calls monthly.- Led Quality Assurance team and guided and trained agents on correct procedures for assisting clients during phone calls.- Obtained certifications in Cerner and Epic and contributed expertise to resolve EMR system issues in hospitals.Skills: Team Leadership | IT Support Services | Training and Development | Operational Cost Reduction | Automation Collaboration | Client Satisfaction | SLA Management | Productivity Enhancement | Leadership Development | Incident Management | Service Request Fulfillment | Support Escalations | Quality Assurance | Cerner | Epic | EMR System Troubleshooting Show less

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  Accenture

  Apr 2022 - Feb 2024

  Trust and Safety Team Lead

  In my current role as a Trust and Safety Team Lead, I carry out the following activities:Provided effective supervision to a team of 15 – 34 agents in delivering Business Process Outsourcing services to clients across diverse industries, ensuring impeccable service quality and efficient performance in alignment with Key Performance Indicators (KPIs) as part of Sales, Inventory, and Operations Planning (SIOP) initiatives. Conducted regular training and development sessions for team members with a keen focus on enhancing team skills and ensuring compliance with client requirements and industry best practices. Prepared and presented regular performance reports to clients, showcasing key accomplishments and improvement areas, while collaborating with clients to address concerns and resolve issues. Acted as the primary point of contact for all IT-related issues, with clients directing others to seek assistance before submitting formal tickets. The key achievements:- Mitigated impact on reviewer performance by 96% and lowered end-client resource costs by improving IT Global operations.- Implemented groundbreaking First-Level Resolution system for IT issues, aimed at enhancing efficiency in problem resolution.- Led onboarding of 500 agents while ensuring timely production initiation and contributing to seamless team integration.- Initiated a ticketing system within Google Suite, providing reviewers with a platform to highlight potential tech-related issues.- Maintained QA metrics at 95% and attained 100% production metrics for 14 months by overseeing a team of 15-35 individuals.- Developed a comprehensive knowledge base article system for clients, covering all Managed Service Providers (MSP).- Received recognition from Senior Management for outstanding contributions to the project in both 2022 and 2023.- Established foundation for a new queue, universally adopted across all regions. Show less

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  Robert Half

  Mar 2024 - now

  Business Analyst

  Providing project management oversight for SaaS projects. Leading efforts to train the organization on the new platform.