Mike Jason

Experience

1. Director of Operational Excellence

   Williams-Sonoma, Inc.

   Oct 2022 — Present · Las Vegas, NV, US

   Leading discovery, solutions, and implementation of processes to reduce operational expenses. • Provides governance and oversight to the Customer Care Department by establishing standards, processes, and tools that result in high-quality customer service delivery from product configuration and implementation through to customer support & training • Cost Savings of $7.32 Million in the first 6 Months • AHT reduction of 14.25%(100 seconds) within 120 Days • Executed an after-action RCA process focused on improving process, reducing customer effort, and cost reduction • Merged 5 separate departments into a single organizational unit with a redefined solution focus • Led projects and implementations of internal processes, methodologies, and tools to improve business performance • Established programs for internal Risk; including fraud prevention • Maintained relationships with financial services vendors

Education

• Georgia Institute of Technology

  Computational Media, Technical and Scientific Communication

  2002 — 2004