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education & certificates
East Texas A&M University Commerce, TX
East Texas A&M University Commerce, TX
East Texas A&M University Commerce, TX
Bachelor of Science in Business Administration, Secondary Teaching Certification (1989 – 1993)
Collin College McKinney, TX
East Texas A&M University Commerce, TX
East Texas A&M University Commerce, TX
Collin College Associate’s Degree in Business Administration (1988 – 1989)
Lincoln Tech Grand Prairie, TX
East Texas A&M University Commerce, TX
Lincoln Tech Grand Prairie, TX
Lincoln Tech
Technical Diploma, Diesel Truck Mechanics (1983)
About Jonathan Williams
Professional Background
Hello, I’m Jonathan Williams — a seasoned Program & Customer Relationship Leader with 25+ years of experience championing customer success and operational excellence. Throughout my career, I’ve specialized in the full customer lifecycle — from pre-sales strategy and alignment through post-sales delivery and support. I pride myself on being more than a manager; I’m a trusted partner to clients and stakeholders, ensuring that expectations are met (and exceeded) at every step.
What do I Bring to the Table?
- End-to-End Customer Focus
Whether in pre-sales consultation or post-sales support, I aim to foster long-term relationships rooted in trust, transparency, and exceptional service.
- Cross-Functional Leadership
My experience spans manufacturing, production operations, quality assurance, and program/project management. I know how to bridge gaps across teams and translate strategy into execution.
- Process Minded & Outcome Driven
I believe in building scalable systems, refining processes, and measuring success through both performance metrics and customer feedback.
- Adaptable & Strategic
Over two-plus decades, I’ve navigated evolving technologies, shifting market demands, and complex client expectations. I stay ahead by combining operational rigor with forward-looking vision.
What Drives Me?
I’m passionate about creating customer experiences that feel seamless — where every touchpoint is intentional, every issue is resolved proactively, and every client feels heard. I love taking on challenges that require clarity, collaboration, and creative problem-solving.
Resume & Experience
Nichirin Atco- Senior Consultant
March 2025 – July 2025 | Ferris, TX
- Provide strategic program and operational consulting across multiple industries.
- Delivered strategic program and operational consulting across diverse industries, aligning business objectives with performance metrics.
- Advised executives on customer relationship management (CRM), process improvement, and quality assurance initiatives.
- Designed scalable frameworks to enhance operational efficiency and client satisfaction.
Dynacraft, A PACCAR Company – Material Analyst
April 2021 – April 2025 | McKinney, TX
- Oversaw end-to-end material flow and inventory management supporting complex manufacturing operations.
- Partnered cross-functionally with supply chain, production, and quality teams to ensure just-in-time delivery and minimize production downtime.
- Supported continuous improvement initiatives through Lean methodologies and root cause analysis.
- Implemented process enhancements that improved material traceability and reduced inventory variance.
Pat Lobb Toyota of McKinney – Retail Parts Professional
September 2019 – April 2021 | McKinney, TX
- Provided expert customer service to retail and commercial clients, specializing in OEM parts sourcing and sales.
- Maintained inventory accuracy through proactive auditing and vendor coordination.
- Streamlined parts sales and logistics, improving order turnaround time by 15%.
O’Reilly Auto Parts--Store Manager/ Assistant Store Manager/ Retail Service Specialist
March 2017 – September 2019 | McKinney, TX
- Directed daily store operations, including staff supervision, performance coaching, and financial oversight.
- Consistently exceeded monthly sales goals while maintaining customer satisfaction scores above 95%.
- Led initiatives that improved inventory control accuracy and reduced shrink by 10%.
- Provided hands-on technical support and diagnostic assistance for customers and staff.
Nokia (formerly Alcatel Lucent)--Senior Program Manager & Customer Advocate
2008 – 2017 | Plano, TX
Senior Program Manager (2012 – 2017)
- Managed pre- and post-sales program delivery for major national accounts including Comcast and Time Warner Cable.
- Directed cross-functional teams overseeing quality, delivery, and escalation management across multiple U.S. regions.
- Served as primary client liaison ensuring seamless communication, contract adherence, and customer satisfaction.
- Experienced working in international and high-risk environments, including business operations in active conflict regions.
Customer Advocate (2009 – 2012)
- Spearheaded customer satisfaction and retention programs through proactive engagement and data-driven performance reviews.
- Led teams to address critical operational challenges, implementing lasting corrective actions.
- Partnered with key account teams to enhance supplier performance and strengthen client relationships.
Alcatel-Lucent Enterprise (Internet Protocol Division) – Senior Program Manager
2008 – 2009 | Plano, TX
- Managed escalations and internal coordination within the IP Division’s Program Management Office.
Alcatel North America
2000 – 2008 | Plano, TX
Field Deployment Senior Site Manager (2006 – 2008)
- Directed construction and deployment of AT&T’s U-Verse project across North America.
- Supervised subcontractors ensuring compliance, safety, and exceptional audit scores.
Quality Reporting Analyst (2004 – 2006)
- Led performance analytics for multiple network divisions; produced executive-level dashboards for the VP of Quality.
Program Manager, Broadband & Fixed Network Division (2002 – 2004)
- Served as the primary customer interface managing implementation, delivery, and escalation resolution.
Marketing Manager, Business Development (Switching & Routing) (2000 – 2002)
- Led pre-sales engagement including technical solution design, proposal development, and pricing strategy for enterprise clients.
McKinney High School – High School Teacher
August 1996 – December 1999 | McKinney, TX
- Founded and instructed the Cisco Networking Academy program, preparing students for CCNA certification.
- Taught Business Law, Accounting, Marketing & Finance, and IT fundamentals.
Dallas ISD--Benjamin Franklin Middle School
August 1993 – May 1996 | Dallas, TX
- Taught business-related subjects while leading the athletics program to district-level success.
- Developed student mentorship initiatives fostering academic and personal growth.
International Harvester / John Deere – Construction & Farm Equipment Technician
1983-1986 | McKinney, TX
- Performed complete diagnostics, repairs, and rebuilds on heavy equipment and diesel engines.
- Recognized for precision workmanship and technical expertise.
