Jacob Cantu Email and Phone Number

Manages the customer experience team at Rumpl, including hiring and trainingResponsible for onboarding/offboarding, benefits administration, and workplace management

- Responsible for hiring and managing CX team - including FTE and PTE positions - that averages a 4.8+/5 CSAT score- Researched and implemented new customer helpdesk platform that resulted in faster First Response Times and faster Resolution Times- Tracks and reports KPI's from CX performance to inform larger decisions on how to provide exceptional service to customers- Experience in Gorgias, Zendesk, and Loop Returns platforms

• Worked with 41 groups at 40 different universities and colleges across the country• Provided coaching and training to officers and volunteers in finances, operations and leadership in coordination with alumni volunteers and university staff• Started three new organizations at different universities by recruiting 64 new members via cold calls, on-campus presentations, and face-to-face meetings

• Gave tours to prospective and incoming students and family members, providing a personal student experience of the university and what it has to offer• Served as a team lead to new Ambassadors and facilitated activities including team building and job training• Operated as a middle man between Student Directors and Student Ambassadors to effectively communicate and relay information between the two parties

• Contacted organization leaders on campus to help coordinate and train volunteers to help with tournament set-up, game operations, and fans for the participants• Planned an entertaining event for children in the Eugene/Springfield area by recruiting sponsors, assembling volunteers, and performing day-of operations• Led meetings with Tournament Director by co-facilitating discussions and ideas and creating specific objectives to be completed by the team

• Managed a team of over 15 counselors and provided mentorship and coaching• Responsible for building schedules and planning group activities for a camp with over 100 participants• Organized camp set up and take down each day including facilitating camper drop off and pick up

• Created lists of potential sponsors and partners for the team and contacted corporate level employees• Assisted in business development by cold calling and emailing companies and building connections• Aided in gameday operations and activations, including running merchandising and concessions