Jon Hoglund

Jon Hoglund is a seasoned professional with extensive experience in customer service management and capacity analysis. Currently serving as a Customer Service Manager at Ortho Molecular Products since July 2022, Jon previously held multiple roles at Alight Solutions from 2005 to present, progressing from Customer Service Representative to Capacity Analyst. In the capacity of Capacity Analyst, Jon utilized specialized tools for forecasting call volume and managing staffing needs, while also creating a SharePoint ticketing system used by over 1,500 managers. As a Customer Service Manager, Jon focused on enhancing service quality through KPI management and coaching. Jon's background includes leading client meetings, analyzing client statistics for trend identification, and facilitating training for customer service representatives, demonstrating a strong commitment to improving client metrics and agent performance.