John Merchant
About John Merchant
John Merchant serves as the IT Director for Field Technology Services at Inspire Brands, where he has worked since 2018. He has extensive experience in technology services, previously holding senior roles at The Coca-Cola Company and Coca-Cola Enterprises, and has achieved notable improvements in customer satisfaction and operational efficiency in his current and past positions.
Work at Inspire Brands
John Merchant has served as the IT Director for Field Technology Services, Service Desk, and Restaurant Network Infrastructure at Inspire Brands since 2018. His role involves overseeing the technology services that support the operational needs of the restaurant network. Merchant has played a crucial part in enhancing the efficiency of the service desk and improving customer satisfaction ratings. His leadership has been recognized through various awards, including the Arby's Maverik Award for his contributions to the organization.
Previous Experience at The Coca-Cola Company
Prior to his current role, John Merchant worked at The Coca-Cola Company as the Senior Manager for Global Support Desk and Global Remote Support Services from 2015 to 2018. He was based in Atlanta, Georgia, and was responsible for managing global support operations. Earlier in his career, he held the position of Senior Manager for IT Central Support Services from 2012 to 2015, and he also served as Manager for Global Decommissioning and Infrastructure Enablement at Coca-Cola Enterprises from 2008 to 2012.
Education and Certifications
John Merchant has pursued extensive education in technology and business. He studied Information Technology at the University of Phoenix, earning a Master of Information Technology in 2012. He also completed a Bachelor's Degree in Organizational Innovation and an Associate's Degree in Business Administration at the same institution. Additionally, he has obtained certifications in Digital Transformation from Cornell University, Certified Help Desk Director from HDI, and Scrum Master Certified from Scrum Alliance.
Achievements in Customer Satisfaction
Merchant has achieved significant improvements in customer satisfaction ratings within the service desk environment. Notably, he increased Arby's Service Desk CSAT rating from below 14% to above 97%. He successfully transformed the Help Desk into a hospitality-driven Service Desk, which contributed to enhanced customer experiences. His initiatives have led to a 65% reduction in restaurant network support 'time to serve', demonstrating his focus on operational efficiency.
Leadership and Initiatives
In his leadership role, John Merchant has implemented several initiatives that have positively impacted operational performance. He developed a departmental Professional Development Plan (PDP) and career progression map to enhance team development. He also led the initiative to rebuild the restaurant POS image using Microsoft Deployment Toolkit (MDT) and implemented a Preventative Maintenance System to reduce network disruptions.