Jonathan Williams
About Jonathan Williams
Jonathan Williams is a Business Analyst II specializing in Automated Customer Experience at TELUS in the Greater Toronto Area, Canada.
Company
Jonathan Williams currently works at TELUS, an established telecommunications company. He is based in the Greater Toronto Area, Canada. His work at TELUS spans several years and different roles, indicating his significant experience and contributions to the company.
Title
Jonathan Williams holds the title of Business Analyst II - Automated Customer Experience at TELUS. His role focuses on improving customer interactions through automation and data-driven strategies.
Previous Roles and Tenure at TELUS
Jonathan Williams has a long history with TELUS, having worked there in various capacities. He served as a Content Developer - Automated Customer Experience in 2018 for four months. Prior to that, he was the Escalation Resolution Manager for seven years from 2011 to 2018. His diverse experience at TELUS highlights his expertise in handling and resolving customer issues, content development, and customer experience automation.
Achievements
Jonathan Williams received TELUS' Innovation Award for his work on the Agent Request Redirect project, which increased interaction retention by 16%. This accolade underscores his ability to innovate and drive performance improvements within the company.
Key Contributions and Initiatives
In his role, Jonathan has led the governance of data and enabling products as a Business Data Steward, supporting various business areas in managing data governance, definitions, and policies. He collaborated with external vendors, including GOOGLE, to create user story acceptance criteria. Additionally, he developed new customer journeys and product features, which resulted in higher user satisfaction and adoption. Jonathan has also managed multiple chatbot vendor relationships for various platforms and channels, coordinated A/B UAT testing, and created comprehensive team sites for new hires, including documentation on onboarding, best practices, and style guides.