Jonathan Gomez
About Jonathan Gomez
Jonathan Gomez serves as the Senior Product Support Team Lead for Latin America and North America at TouchBistro, where he has worked since 2020. He focuses on process improvements to enhance customer experience and manages a 24/7 operation while leading a team of 60 agents.
Work at TouchBistro
Jonathan Gomez has been employed at TouchBistro since 2020, currently holding the position of Senior Product Support Team Lead for the Latin American and North American markets. In this role, he focuses on identifying opportunities for process improvements to enhance the customer experience. He previously served as Product Support Team Lead at TouchBistro from 2018 to 2020, where he developed skills in team leadership and customer service management.
Education and Expertise
Jonathan Gomez studied at Ryerson University from 2009 to 2012, where he earned a degree in International Business. This educational background provides him with a solid foundation in business principles, which he applies in his current role at TouchBistro. His expertise includes managing customer support operations and leading teams to achieve high customer satisfaction.
Background
Before joining TouchBistro, Jonathan Gomez worked at several organizations in customer service roles. He was a Customer Service Representative at Optima Communications International from 2011 to 2016, and later served as a Client Success Specialist at Checkout 51 for a brief period in 2018. Additionally, he worked as a Technical Support Representative at ecobee from 2017 to 2018. These positions contributed to his extensive experience in customer support and team management.
Achievements
During his tenure at TouchBistro, Jonathan Gomez achieved a core leader evaluation rating of 98.2% while leading a team of 60 agents. He plays a key role in resolving escalated cases and issues, which contributes to maintaining high customer satisfaction levels. His efforts in team professional development and motivation have resulted in a customer retention quota that is well above average.
Management Skills
Jonathan Gomez manages a 24/7 operation at TouchBistro, coordinating schedules and managing volumes across North and Latin America. His responsibilities include overseeing team performance and ensuring that customer support operations run smoothly. His leadership skills are evident in his ability to sustain team motivation and drive process improvements.