Jonathan Mejia

About Jonathan Mejia

With over 20 years of experience in customer service, I currently serve as the Manager of…

Experience

1. Innovation & Analytics Manager of Analysis & Resolution Team

   Florida Power & Light

   Jun 2024 — Present · Miami, FL, US

   As the Manager of Case Management Operations for FPL Customer Service at NextEra Energy, I lead high-performing teams across Pensacola, West Palm Beach, and Miami. With expertise in utilizing SAP and IBM 3270 mainframe systems, I streamline case management processes to ensure exceptional service delivery. My role encompasses not only operational oversight but also strategic project management and continuous process improvement initiatives. By fostering a culture of innovation and proactive problem-solving, I drive significant enhancements in customer satisfaction and operational efficiency.

Skills

• Vendor Management
• Business Intelligence
• Forecasting
• Quality Assurance
• Software Documentation
• Ms Project
• Powerpoint
• Training
• Process Improvement
• Sharepoint
• Customer Service
• Troubleshooting
• Data Analysis
• Requirements Analysis
• Microsoft Project
• Workforce Management
• Databases
• Business Analysis
• Budgeting
• Sql
• Human Resources
• Vba
• Project Planning
• Risk Management
• Budgets
• Cms
• Call Centers
• Project Management
• Analysis
• Disaster Recovery
• Microsoft Office
• Operations Management
• Sdlc
• Business Process
• Access
• Leadership
• Visio
• Microsoft Excel
• Requirements Gathering
• Management