Jonathan joined TeleTech in August 2009 as the first participant in its 11-month Management Training Program headquartered in Manila, Philippines. He developed a grassroots understanding of the industry and its clientele by working at all levels of the organization, ranging from frontline supervisors to senior executives.
In July 2010, Jonathan was assigned to manage an 18-month EMEA Process Improvement project based in Madrid, Spain. The project aimed to bring Europe in line with global standards and included a rollout of several global corporate initiatives including a short interval management control and reporting system, Spanish language coaching tools and training, and an internal social networking tool aimed at fostering global best-practice sharing. Initially the project focused on Spain and Ireland and he worked with TeleTech’s largest European client, Vodafone, on standardization, revenue leakage and performance improvement.
In October, Jonathan took over the client relationship for the Vodafone account and is currently working as its Senior Manager. TeleTech provides both front and back office Spanish language solutions to Vodafone from three Spanish and one Costa Rican platform. He maintains overall contract performance responsibility across the four sites and has worked with both client and TeleTech leadership to align priorities and strengthen relationships. Initial successes of this project include increased client satisfaction and the highest vendor rating in four quarters.