Jacob Abbott Email & Phone Number

San Jose, CA, US

San Jose, California, United States

San Francisco Bay Area

• Manage and lead a team of 20 Quality Analysts and Subject Matter Experts
• Managed quality daily operations of a high growth Global Risk Operations Workflow in Community Operations consisting of 150+ analysts, 4 main workflows, and 9 ad-hoc workflows surpassing Client's target SLA quality.
• Implemented major policy revisions and training process improvements including coordinating shadow sessions, refreshers, coachings, and open office hours with analysts, and developed SOPs for analysts which decreased.
• Analyze quality control audits for clients to identify guideline conformance, market trends, potential risk, abuse on online platforms and legal liability exposure in multiple ad-hocs.
• Conduct internal quality control reviews based on SLA objectives within the team by conducting root cause analysis using excel and SQL to create tables and databases.
• Ongoing RCA and quartile performance research, which resulted in productivity improvements by acknowledging and identifying grey are jobs, cases and ambiguity which can change how we trained and taught analysts

Mountain View, California, United States

• Client: Meta
• Perform audits of vendor work to ensure quality standards are being maintained.
• Proven ability to help take low performing analyst quality/metrics to achieve high SLA goals
• Initiating discussion and implementing new strategies to boost performance of analysts: such as creating daily quality tables to help them view their metrics. Creating more accountability from Team Leads/analysts by.
• Interpret data by collecting large data sets and data mining to provide ongoing reports for statistical modeling based on quality analysis using Excel and SQL.
• Mentoring, providing guidance to, and coaching 100+ analysts

Mountain View, California, United States

• Client: Facebook
• Identified and flagged content with a focus on safety issues such as fraud, scams, counterfeit products, regulated products and spam.
• Worked on civic integrity, spam based workflows to improve machine classifiers to ensure safety of the platform for all audiences and cross-functional teams.
• Review content against policies and training. Analyze content with a classification system based on a set of policy guidelines.
• Consistently met and exceeded team’s daily and weekly targeted goal metrics as a high performer.
• Provided insights on policy improvements to Product Specialist and Quality Analysts through shadow sessions and direct feedback to reduce ambiguity and edge cases

San Jose, California, United States

• Primary goal every day is to assist and provide great customer service to our customers, sales reps, associate sales reps, ProCare technicians and in-house employees.
• Role include taking calls from a phone queue throughout the day. Prioritizing and categorizing callrequest for Stryker products to be repaired and provide a new replacement
• Other requests from customers,Stryker sales reps include reports for certain accounts, billing inquiries, product verification and other business requests to ensure the best service is given to our clients
• Research data in several programs to ensure accuracy of account information. Answer emails and support cases using Outlook and Sales Force according to priority and importance based on requests from the East and West.
• Contact customers for information that pertains to orders, or other inquiring’s that help sustainour Procare process stability and growth.

San Jose, California, United States

• Receive biomedical devices/items and confirm purchase orders and invoices. Maintains records of received goods, rejecting unsatisfactory items when necessary.
• Prepared and maintains records of merchandise shipped. Prepare goods for final shipment and contacted customers with follow up on any issues with products.
• Process material transactions electronically through internal wireless remote tool to ensure accuracy in every aspect.
• Ensures quality assurance of products inventory when picked, packaged and ship/dropped, confirming orders for final shipment.
• Maintained inventory control, stocked, and distributes materials to replenish inventory on manufacturing lines. Plan organization of protocols to ensure efficiency on bio medical devices shipped domestically and.

San Jose, California, United States

• Conduct all job priorities of an administrative assistant. (Filing, answering phones, word processing, and data entry)
• Responsible for all accounts payable and accounts receivable processed throughQuickBooks Pro and excel
• Coordinate and schedule meetings, client evaluations, court hearings, travel appointments, and hotel reservations.
• Communicate various outside agencies and people to exchange information and resolve issues or concerns.
• Research and review client and evaluation of cases. Manage all goals to maintain smooth day-to-dayoperations daily.

Pursuing Bachelors Degree, Psychology/Information Technology Administration And Management

Business Administration And Management, General