David Jacobs Email & Phone Number

Tustin, CA, US

Tustin, CA, US

Boise, Idaho, United States

Boise, Idaho, United States

• Manage overall customer satisfaction, retention/churn reduction and contract renewal process for over 150 customers including enterprise accounts
• Execute strategic and tactical activities assigned in order to meet company objectives and existing customer revenue targets
• Cross-Sell additional products to existing customer base, working with Account Executives and Customer Success Managers
• Provide Quarterly Business Reviews to ensure value is being recognized
• Work with Customer Success and Engineers to ensure resolution to customer requests
• Partnered with Business Intelligence and Data Analytic team to create new quarterly business presentation to ensure customers have full understanding of their ROI

Boise, ID

• Managed a team of 20 bankers - ensuring exceptional levels of customer service are delivered daily
• Lead a Digital Conversion Pilot program educating customers on the latest digital service options available
• Updated online database to ensure the team is exceeding quality assurance performance standards
• Identified ways to provide efficient and helpful solutions for customers by coaching team members on digital solutions
• Educated team members to enhance overall performance through one-on-one coaching, team building activities, and created a positive work environment to reduce the risk of team member churn
• Conducted ongoing reviews and audits of customer calls with team members to provide feedback on strengths and opportunities and to ensure high quality assurance scores are maintained

• Managed the daily operations of product technical support, repairs and the distribution warehouse
• Created and implemented training guides and troubleshooting manuals, which were customized for key clients
• Supervised a team of up to 10 employees, which provided 24/7 customer support
• Managed national accounts for our largest portfolios
• Met with key clients to provide sales support, enhance partnerships and maintain high levels of customer satisfaction
• Developed technical support documentation for internal and external usage

• Helped train and develop new associates through new hire training classes
• Trained new hires on a one-on-one basis to further develop their skills
• Acted as liaison between customer, third party service providers, and vendors to ensure timely and professional facilitation of products and services
• Provided excellent customer service handling both in-bound and out-bound calls
• Processed re-works and change orders

• Acted as General Manager when GM was absent
• Managed a staff of up to 80 employees and managers
• Helped maintain and manage a safe work environment ensuring all OSHA regulations were being followed
• Interviewed and hired employees and associate managers.
• Completed weekly payroll forecast
• Created weekly manager and employee schedule

• Handled in-bound customer service calls for credit card processing merchants
• Provided technical support for credit card machines
• Provided Risk Management to merchants ensuring transactions are deposited correctly
• Created and updated monthly spreadsheets for tracking company sales and performance
• Assisted in the Deployment Department downloading, testing, boxing, and shipping terminals to merchants and ISO’s