John Bushnell
Director of Customer Support and Operations 100m Division @Acquisition.com
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WORK HISTORY
Director of Customer Support and Operations 100m Division @Acquisition.com
Mobile, AL, US
Most entrepreneurs lack the WHO, the WHAT, and the HOW to SCALE. At Acquisition.com, we partner with companies looking to grow to $100M and beyond. We help recruit the “who”, work with our partners on the “what”, and show them the “how”. Once an entrepreneur has all three, their business scales.WHAT ARE OUR VALUES?Unimpeachable CharacterCompetitive GreatnessSincere Candor
EDUCATION
Western Governors University
Bachelor of Science - BS, Business Administration and Management, General
SKILLS
ABOUT JOHN BUSHNELL
My experience spans healthcare technology, SaaS platforms, professional services and customer support. I thrive in dynamic environments where I can apply my expertise in operational excellence to scale support organizations, streamline implementation processes, and deliver exceptional client outcomes.I\'m passionate about- Building customer-centric teams that become competitive advantages- Developing talent and creating career pathways for team members- Leveraging technology and data to drive continuous improvementTeam accomplishments that I helped drive- Support Transformation: Architected the shift from business hours to 24/7 global support operations, reducing resolution times by utilizing AI (Self Support) as the digital front door while expanding international market coverage and creating career advancement opportunities. Through the use of AI we reduced the number of actionable tickets from to 75,00. Additional Metrics impacted. FRT (First Response Time) reduced from 18 Business hours to 2 Hours. AHT (Average Handle Time) Reduced by 2 hours by streamlining SOP\'s and documentation. TTR (Time to Resolution) Reduced from 4 days to 5 hours. CSAT from 75% to 90%- Implementation Excellence: Streamlined implementation processes to accelerate time-to-revenue from 24 weeks to 9 and reduced enterprise implementation timelines from 6 Months to 3, directly contributing to a 5x increase in ARR over two years- Strategic Leadership: Partnered with C-Suite executives to optimize service operations, develop Lean Six Sigma delivery processes, and lead complex platform consolidations for healthcare technology portfolios- Team Development: Built and mentored cross-functional teams that consistently exceed performance expectations, with a track record of achieving \"Best in KLAS\" recognition for implementation excellence- Data-Driven Decision Making: Implemented comprehensive classification frameworks and leveraged reporting analytics to identify trends, optimize workflows, and drive continuous improvement.Tools & Platforms I have experience in:Product Management Tools: JIRA, AsanaProcess Mapping: Lucid Chart, VisioProject Management Tools: Monday.com, Smartsheet, Microsoft Project, RocketlaneCollaboration Tools: Slack, Microsoft Teams, Zoom, Google MeetUser Feedback Tools: SurveyMonkey, Typeform
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