Dan Jones
About Dan Jones
Dan Jones is a Performance Support Analyst at TELUS in Burnaby with a background in business analysis and client care.
Title
Dan Jones is currently serving as a Performance Support Analyst at TELUS in Burnaby.
Company
Dan Jones works at TELUS, a global leader in telecommunications and information technology services. His role as a Performance Support Analyst entails various responsibilities aimed at improving operational efficiency and performance.
Background
Dan Jones has a diverse background in customer support, business analysis, and sales. He began his career at Sports Junkies Consigners as a Sales Associate from 2006 to 2008, followed by a similar role at Forzani Group from 2009 to 2011. Jones then transitioned to TELUS, initially serving as a Client Care Representative and later progressing to various roles, including Subject Matter Expert and Business Analyst.
Achievements
During his tenure at TELUS, Dan Jones identified and resolved a computer issue that led to a 43% reduction in the misuse of a specific code. He also discovered educational opportunities for frontline agents regarding cancellation protocols and generated reports from customer survey outcomes to boost interdepartmental knowledge. His efforts included reconfiguring data for trend analysis and focusing on aiding the Average Speed of Answer metric through the investigation of agent productivity.
Education and Expertise
Dan Jones holds an Arts degree in Political Science from Simon Fraser University, completed in 2010. Prior to that, he earned an Associate Degree of Arts in Political Science and Government from Douglas College, completed in 2006. His educational background has provided him with a solid foundation in analytical thinking and problem-solving skills, which he has effectively applied in his professional roles.