Jacob Pacelli Email & Phone Number

● Remediate complex customer account issues● Primary point of contact for the servicing department forinterdepartmental business intent changes● Work with legal and compliance to resolve BBB, FDIC, andAttorney General complaints● Liaison for communicating any issues or changes that will affectservicing, and following through to resolution● Complete monetary entries for customer refunds and submit tofinance department for fulfillment● Investigate payment issues and adjust entries for misappliedpayments to ensure ledger is in balance.● Organize and administer training for new team members● Point person for reviewing, prioritizing and delegating tasks fromideas submitted within servicing for agent empowerment● Work with legal/compliance, fraud department and upperleadership for all process improvements● Work closely with learning and development department byleading the training for processes I created across all servicingteams● One of the primary contacts for gathering information onsystems issues and pulling in appropriate engineers as well asfollowing through to resolution. Assisted in over 90 issues thusfar in this role● Proficient in JIRA and ASANA project management software● Implemented a project using JIRA to successfully put allcommunications regarding customer complaints in one place,resulting in a more streamlined process from beginning to end● Use Tsys and TS2 platforms for daily operations

● Received escalated calls and provided support to inbound accountcoordinators through phone and slack communication● Identified a business need for process improvements and incidentmanagement. Created a proposal for a new position to addressthese needs and was given the opportunity to work on theprocesses working under a project manager for 15 hours a week inaddition to my normal duties as an escalations account manager.● Helped create agent empowerment form as an avenue for agentsto express ideas to improve anything from processes toimprovement in quality of work/life balance● Maintained best metrics on the escalations team and high qualityscores in addition to the time spent working towards the creation

● Staffed the consultation queue to educate fellow associates andprovided assistance regarding account related matters● Managed the customer service command channel, answeredquestions and provided account related fulfillments● Mentored new hire classes, participated in training sessions● Helped streamline work processes by initiating updates to policy● Investigated cardholder inquiries to ensure proper procedureswere followed , limiting fraud exposure

● Fielded phone calls from customers, managed account relatedissues and concerns● Issued responses to customer inquiries via email, ensuringcustomer needs were addressed and met● Proactively identified problems and took on additionalresponsibility to address them

● Kept updated knowledge of menu and promotions, createdorders, fostered top-quality service to minimize complaints● Awarded employee of the month by owner November 2019● Trained new employees on proper food handling, guestexpectations and restaurant protocols● Rewarded frequently with gift cards and free dinners for winningcompetitions at work