Jonasia Pigram

Trusted to solve the problems that put customer relationships at risk. Built a career resolving complex, high-stakes issues with speed and empathy, then turning those solutions into training, documentation, and workflows that help teams and customers succeed faster. Known for combining high-touch support with a systems mindset that leaves every customer experience better than it started.

Operations & Systems Coordinator - FLEXE - Seattle, WA (Remote)

(2024-05 - 2026-01)

• Supported operations for 70+ enterprise retail brands, partnering with customers, warehouses, Product, and Engineering to resolve fulfillment, inventory, and WMS issues impacting supply chain execution.
• Ranked #2 of 16 Operations Specialists, resolving 6,813 Zendesk cases while maintaining a 98.2% customer satisfaction score, 75.3% one-touch resolution rate, and a 30-minute average resolution time.
• Hand-selected by the VP of Operations to design and co-build FLEXE's Operations Knowledge Hub, creating a centralized source of truth for SOPs, troubleshooting guides, onboarding resources, and internal documentation that improved knowledge sharing across distributed teams.
• Partnered with senior leadership on a company-wide knowledge modernization initiative, auditing 230+ customer-facing help articles to improve documentation quality, governance, and long-term maintainability.
• Selected to serve on FLEXE's cross-functional Tech Gap Committee, partnering with Product and Engineering to surface recurring customer and operational pain points and influence tooling improvements based on customer impact.
• Led resolution of a critical inventory issue affecting 100+ outbound orders by identifying and reallocating 345 misplaced child LPNs, enabling an enterprise customer to complete a scheduled product launch without escalation.
• Investigated recurring warehouse system failures using Google Cloud query logs and operational data to identify root causes, accelerate troubleshooting, and reduce unnecessary engineering escalations.
• Created repeatable troubleshooting workflows and documented recurring system errors, operational workarounds, and production test cases to improve resolution consistency and preserve institutional knowledge.

Operations Associate II - FLEXE - Seattle, WA (Remote)

(2024-03 - 2024-05)

Operations Associate - FLEXE - Seattle, WA (Remote)

(2022-11 - 2024-03)

Priority Customer Success & Hardware Specialist - BLOCK (Square, Inc.) - Atlanta, GA (Remote)

(2022-01 - 2022-11)

• Hand-selected by Training leadership and Team Leads for early promotion based on learning agility, customer outcomes, and consistently strong CSAT performance.
• Ranked among the highest-performing specialists, maintaining up to 96% CSAT while consistently exceeding weekly upsell goals by 2–4 additional product recommendations beyond target.
• Acted as a consultative partner to Square sellers, resolving technical, account, hardware, and software issues while educating customers on products and solutions that supported their business needs.
• Took ownership of customer cases from initial contact through resolution, coordinating with Product, Engineering, Compliance, Risk, and specialized support teams on complex technical and account issues.
• Created training guides, reusable macros, and a dedicated Slack knowledge channel to centralize troubleshooting resources, product updates, and team knowledge, improving enablement and onboarding.

Customer Success Specialist - BLOCK (Square, Inc.) - Atlanta, GA (Remote)

(2021-11 - 2022-01)

Visual Merchandiser - H&M - Snellville, GA

(2020-09 - 2021-11)

• Promoted three times in four years based on performance, leadership, and operational execution.
• Trained and mentored 30+ new hires while coaching a team of 23 associates on customer experience, visual standards, and operational execution.
• Led visual merchandising execution across a 17,000-square-foot, $2M retail location, maintaining 95%+ compliance with brand standards and merchandising audits.

Sales Coach - H&M - Snellville, GA

(2018-02 - 2020-09)

Style Advisor - H&M - Snellville, GA

(2017-05 - 2018-02)

B.A. - Academy of Art University

A.A. - The Art Institute

Certificate - Operations & Supply Chain, Retail & Client Experience - INSIDE LVMH (2026)