Customer Service Management
Resume:
Page *
JONATHAN ENOCH MORKEN
Penn Valley, PA 19072
********.******@*****.***
SUMMARY
A versatile leader offering expertise in strategy, business analytics, and operations management. Also, an avid learner with a demonstrated ability to grasp new disciplines and expand team capabilities. Experience includes financial and strategic modeling, statistical analysis, acquisition valuation and due diligence, cross-functional project management, personnel management, process design, and report development for several departments. EXPERIENCE
AQUAVENTURE HOLDINGS LLC (QUENCH DIVISION) King of Prussia, PA Quench, a subsidiary of AquaVenture Holdings (NYSE: WAAS), is a leading point-of-use water filtration company with an install base totaling more than 80,000 systems.
Director of Analytics 2015 – Present
• Summary: Utilized business knowledge gained from experience across the company to find and frame strategic opportunities, produce statistically informed tools, guide daily operating decisions, and develop custom reports.
• Inventory Optimization: Developed a custom inventory management system that improved turns by 34% despite a 15% increase in throughput and an expansion from one to four distribution centers (as of Dec. ’16).
• Modeling: Built a survival model and Cox regression analysis to examine churn against assorted variables. Also created linear models to govern infrastructure decisions that resulted in quicker order fulfillment while reducing freight costs by ~20%.
• Forecasting and Trend Analysis: Harnessed data to forecast key trends for the business, developed and introduced KPIs, and composed major components of the annual corporate budget.
• Corporate Development: Valued acquisition targets, assisted with due diligence activities, and directed subsequent system integration.
Director of Service Operations 2013 – 2014
• Summary: Managed multiple teams and functions including data analysis, training, scheduling, and customer service.
• System Implementation: Led an ERP implementation for the company’s service organization. Responsibilities included vendor assessment, requirements gathering, scope definition, process/system design, testing, report development, and training.
• Team Development: Invested directly in the skills of direct reports and peers through one-on-one sessions and coaching.
• Reporting and Tools: Developed and implemented the service organization’s first centralized tools for work order management and fleet tracking. Introduced an Erlang C call center staffing model to improve the customer experience. Business Intelligence Mgr. and Sr. Financial Analyst Feb. 2011 – 2012
• Summary: Utilized financial expertise to model growth, build board level reports, construct budgets and develop tools for various departments.
• Modeling: Managed forward, five-year financial models used to illustrate diverging growth strategies. The models also served as the basis for board and capital market presentations.
• Budgeting: Constructed and oversaw the 2012 budget for the company.
• Tool Creation: Co-designed visually intuitive tools that illustrated existing customer data structures and allowed for direct user manipulation to expedite operational research and data correction. VERITABLE, LP Newtown Square, PA
Veritable is a multi-family wealth management office that provides objective advice to high-net-worth individuals and their families and foundations.
Assistant Portfolio Manager Aug. 2006 – Feb. 2011
• Summary: Served as primary portfolio assistant for more than 30 clients, representing $600 million in AUM, and lead contact for a small number of clients, representing $20 million in AUM.
• Investment Governance: Worked closely with clients and partners to create personalized investment policies intended to crystallize clients’ investment goals; document risk tolerances; and outline pertinent tax, legal, and estate considerations.
• Ideation: Originated investment ideas and reported findings to the CIO.
• Portfolio Management: Implemented and monitored resulting portfolios to keep them aligned with client needs and current research. Also oversaw all in-house, customized, tax-managed index portfolios from 2007 until my departure. Page 2
JONATHAN ENOCH MORKEN
825 Bryn Mawr Ave
Penn Valley, PA 19072
********.******@*****.***
PROFESSIONAL TRAINING
FOUNDATIONS OF DATA SCIENCE Springboard.com
Certificate #53298 Spring 2016
MAXIMIZING LEADERSHIP POTENTIAL Greensboro, NC
Center for Creative Leadership Spring 2014
PASSED CFA LEVEL 1 Philadelphia, PA
CFA Institute Spring 2008
EDUCATION
VANDERBILT UNIVERSITY Nashville, TN
Dual Major in Economics and Musical Arts (Violin) 2006 INTERNATIONAL STUDIES United Kingdom
University of St. Andrews, St. Andrews Scotland Summer 2005 University College London, London England Fall 2005 AWARDS AND HONORS
• Quench Manager of the Month in 3 separate years 2012, 2013, and 2015.
• Summa Cum Laude, Vanderbilt University.
SKILLS
Forecasting and Modeling / Financial & Strategic Analysis / SQL Querying / Microsoft BI products (DAX, PowerPivot, PowerQuery, and PowerBI) / Data Analysis with R / Operations Management. / Process Improvement INTERESTS
• Music: Started playing violin at age seven. Progressed to six hours of practice per day by age twelve. Took a gap year to travel and play.
• Outdoor Exploration: Favorite excursions include backpacking in the Wind River Range, canyoneering in Utah, and hitchhiking in the Alps.
• Photography: A creative hobby. Particularly enjoy landscape, documentary, abstract, and vintage street genres.
• Home Renovation/Carpentry: Have helped renovate multiple properties. Led one project in 2009 that was particularly extensive due to open air sewage and structural complications.
• Cooking: Another creative outlet. Enjoy experimenting with foreign fair, vegetarian, and vegan dishes.
• Motorcycles/Bicycles: Two favorite ways to explore an area with friends and family.
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