JON SHOLL
RIVER VALLEY, SINGAPORE | - |-LINKEDIN | GITHUB
PROFESSIONAL SUMMARY
Customer Support and Operations Leader with 8+ years of experience delivering tech -driven service
excellence across fast -paced and regulated environments. Proven success leading frontline teams,
resolving high -priority escalations, and enhancing support sy stems using data analytics. Adept at
collaborating with product and engineering teams to improve user experience and ensure support
readiness at scale. Passionate about customer advocacy and empowering support teams to exceed KPIs
through coaching, innovat ion, and ownership.
CORE COMPETENCIES
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Support Team Leadership & Coaching
Escalation & Incident Management
KPI Tracking & SLA Management
Workflow Automation & CRM Tools
Cross-Functional Collaboration ( Ops, Sales, etc. )
Data-Driven Insights & Reporting
Tech Stack: Zendesk, Excel, SQL, Python, Tableau
PROFESSIONAL EXPERIENCE
CUSTOMER SERVICE PARTNER -- ALLIANZ TRADE, CHICAGO | MAR 2024 – DEC 2024
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Managed end -to-end order processing, ensuring timely and accurate delivery for enterprise clients.
Daily high -level communication with large client portfolio to ensure needs
Collaborated with sales, product, and technical teams to streamline workflows and resolve issues.
Onboarded clients onto needed platforms to ensure a seamless customer experience
KEY ACHIEVEMENTS:
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Handled customer inquiries and escalations, maintaining a 99% SLA response rate.
Enhanced client satisfaction by aligning tech -enabled workflows with customer business goals.
OPERATIONS & PERFORMANCE MANAGER – CLEAR, CHICAGO | MAR 2021 – MAR 2024
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Led a team of 35 in delivering operational excellence in a technology -driven environment.
Tracked KPI performance while monitoring sales and customer service trends for improvement
Conducted regular goal setting and performance appraisals, aligning team objectives with company
goals.
Ensured compliance with airport and company security measures
KEY ACHIEVEMENTS:
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Ranked Top 5 in sales KPIs and operational performance, leveraging data analytics to drive decision making.
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Led cross-functional projects that improved overall performance
DISTRICT MANAGER -- HERTZ CORPORATION, AUSTIN | MAR 2016 – FEB 2021
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Directed operations and client service across a district
Built strong relationships through regular engagement with customers and internal teams.
Handled customer complaints and escalations with professionalism, maintaining positive client rapport.
Prepared and reviewed sales forecasts, performance reports, and KPIs for company goals.
KEY ACHIEVEMENTS:
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Secured high-volume accounts, while aligning with the Hertz fleet team to ensure scope .
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Consistently exceeded performance metrics while generating over $2 million in annual revenue.
OPERATIONS LEAD -- HERTZ CORPORATION, AUSTIN | OCT 2014 – MAR 2016
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Ran day-to-day operations while focusing on sales and customer service goals – both personal and
company
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Supported company and operational transitions to ensure customer satisfaction .
EDUCATION
MASTER OF SCIENCE IN BUSINESS ADMINISTRATION
LOUISIANA STATE UNIVERSITY, SHREVEPORT
2023
SPECIALIZATION: DATA ANALYTICS
BACHELOR OF SCIENCE IN MANAGEMENT
BLOOMSBURG UNIVERSITY OF PENNSYLVANIA
2009
TECHNICAL SKILLS & TOOLS
EXCEL | TABLEAU | SQL | PYTHON | POWER BI | POWER QUERY
