Jacob Azevedo Email & Phone Number

San Antonio, Tx, Us

Managed the Live Chat team for an international financial company.- Led 10 direct reports and partnered to scale up a team of 40 to roughly 100 indirect reports in 3 months while improving the overall onboarding training process.- Used industry experience to be the first team within Client Experience to launch various critical support functions including Workforce Management, Quality Assurance, and training.- Drove a client obsessed experienced which improved overall CSAT scores from 92% to over 95% while onboarding a new team of specialists with a steep learning curve.- Eliminated staffing gaps to hit SLA targets for 24/7, 365 operations.

• Leading various teams including email/live chat, social media, internal customer support, NPS/CSAT follow-ups, and dispatching.• Expanded Digital Interactions teams to 3 offshore sites.• Improved service levels in Digital channels through a large company acquisition.

Lehi, Utah

Lehi, Utah

• Manage a team of 10-15 employees with various responsibilities• Communicate with customers who have escalated within the Executive Resolutions Department and to various high profile outlets• Act a liaison between the Executive Leadership Team, Legal Department, Public Relations, Internal Departments, field employees, and the customer• Continuously identify process improvement opportunities• Manage multiple projects with little to no supervision• Direct Hiring/Mentoring/Coaching/Terminations of employees• Create, maintain, develop multiple reports utilizing various software• Create and maintain KPIs within the department

Lehi, Utah

• Performed daily field quality assurance audits on Solar installations• Performed daily safety audits on field employees• Communicated with homeowners on any inquiries about the Solar process• Utilized various tools to verify that installation practices are up to company standards, National Electricians Code, and local utility regulations• Ensured install integrity through follow up meetings with the Operations Manager and Installation Crews • Performed on the spot trainings while auditing Installation Crews • Submitted reports after all Quality Audits, Safety Audits, and Field Trainings

Spanish Fork, Utah

• Supervise the Batching operation• Oversee the security and tracking of raw materials and batches that are in Batching locations• Sustain the flow of materials in Batching locations• Communicate effectively with other departments to understand and drive raw material statuses, scheduling priorities, and anything else affecting the batching process.• Order and track components from inventory personnel• Coordinate with Scheduling to understand the schedule and priorities therein• Coordinate with other departments to ensure raw material needs are being met, and to understand the status of raw materials• . Tracking all information in appropriate logs• Ensure each Batching station has the necessary equipment, utensils and raw materials for the next batch to be made• Assist in training of batching processes when necessary• Sign off on verifications on paperwork when needed• Assist production material handling as needed• Assist the batching of products as needed• Maintain a clean, orderly, and efficient workspace• Keep track of time sheets and approve time off requests

Miramar, Ca

-Led and mentored 30+ employees in their personal and professional development.-Supervised daily tasks and assigned projects.-Monitored employees' daily work performance, and assigned jobs based on their strengths and efficiency.-Assigned programs for employees to be responsible for, and monitored their performance-Corrected a discrepancy in a Technical Publication which if not corrected, could have potentially resulted in losses of multiple $24.36M CH-53E aircraft, and potentially saving lives. -Verified proper maintenance and sign off procedures were followed for over 150+ pieces of aircraft gear valued at over $6M.-Enforced safety in the work place and ensured safety procedures during all maintenance actions in accordance with all OSHA and Quality Assurance requirements.-Successfully led the department through various Quality Assurance inspections as well as the CNAF inspection (held every two years) resulting in no major discrepancies and no safety violations.-Established mentorship programs for employees to follow in order to accelerate in both their personal life and professional career.-Implemented a physical fitness program to increase camaraderie in the work place, improve their well being, and promote personal health.

Miramar, Ca

-Inspects, maintains, and repairs aircraft structures and structural components.-Inspects and repairs aircraft metal, composites, fiberglass, rubber and plastic.-Inspects and maintains powered and non-powered hand tools and related support equipment.-Utilizes metalworking tools in the maintenance and repair of aircraft structures and components; including shears, brakes, grinders, punches, drill presses, and bearing staking kits.-Manufactures simple templates and jigs to be used in metalworking and fabrication of aircraft parts.-Heat-treats metal alloys used for aircraft support structures and components.-Demonstrates mechanical skills such as riveting, safety wire, torque values, and precise measurements.-Refers to and complies with Technical Publications, Engineering Blueprints and Instructions, schematic diagrams, sketches, and drawings.-Complies with NAVOSH and OSHA industrial safety requirements.-Completing scheduled maintenance.-Completing preventative maintenance.-Identifies corrosion and follows procedures to control, treat, and prevent aircraft corrosion.-Documents work performed and man hours.-Organizes work assignments.-Complying with Programs associated with Maintenance and Quality Assurance.

Miramar, Ca

-Led and mentored Operations and Training staff in their professional development.-Supervised the daily execution of the staff's assigned duties.-Coordinated, created, and briefed the Organization's Senior Director on Defense Readiness Reporting System reports (Classified Report sent to the Department of Defense containing logistical and personnel information pertaining to operational readiness. Secret Clearance required.).-Created Excel and Word documents to organize students to send to schooling and training events required to gain qualifications needed to be successful at their job.-Created Excel and Word documents containing tables, graphs, and personal information to track required training and qualifications for personnel to be sent to foreign countries.-Compiled Classified Messages sent to the Department of Defense to stabilize personnel before deployment.-Organized Training events, schedule of events, logistical requirements, attendance rosters, and personnel requirements to attend.-Organized and executed meetings and brief.-Researching outside sources in order to provide accurate information and requirements for operation functions.-Communication via Outlook Email, phone calls, and video conference calls.-Customer Service responsibilities.-Maintaining a calendar schedule of current and upcoming Operations, Training, and day to day tasks.-Tracking of funding and training pertaining to operations.-Implementing criteria and requirements for day to day operations.

Bachelor Of Science - Bs, Business Management

Education record