Jacob Lambert Email & Phone Number

¨ Recruited to overhaul and transform implementation services, becoming a subject matter expert in new and existing products to ensure customer success.¨ Conducted regular business reviews with clients to assess performance, identify opportunities for improvement, and propose solutions to address challenges.¨ Provided training and professional development to cultivate new and existing employees to understand business processes, lenders, and products.¨ Crafted supporting documentation to help employees improve implementation methodologies and to ensure clients experience outstanding customer journeys and top-tier service.¨ Reduced deployment time by creating multiple starting Design Documents based on the client’s requirements and complexities of implementation and project management.

¨ Dedicated Implementation Consultant as the key point of contact and consultant for a majority of the company’s products.¨ Performed Health Checks, Assessments of Lead and Campaign Management, Continuous End-User and Administrative Training Enablement, and Reimplementation Services.¨ Integral in building out implementation processes for new products within the organization through MNAs and Product¨ Managed over 50 continuous implementation projects simultaneously.¨ Owned the end-to-end implementation of two new product offerings within the Consumer Engagement Suites organization

¨ Championed a complete overhaul of all documentation and processes, including Discovery, Testing Scripts, Administrative, and Loan Officer Training.¨ Delivered professional development and training to new hires to assist and led all Velocify and eCRM implementations¨ Designed and implemented Premier Consulting Services for 30+ existing clients that ranged form $25,000-$100,000 each.¨ Received top honors as the 2019/2021 Circle of Excellence recipient for the top 10% of consultants within the organization.¨ Spearheaded internal changes to pivot from on-site implementations services to remote services due to Covid-19.

¨ Considered Subject Matter Expert as the main consultant for Standard, Mid-Market Lead Manager clients and all Loan Engage clients.¨ Transitioned into a the team lead consultant for Enterprise level clients for Lead Manager.¨ Revitalized design and accelerator templates for all three products utilized by team members within the organization.

¨ Implemented Enterprise clients, conducting onsite Discovery, Design, and Deployment sessions with Administrators and End Users¨ Compiled updated training processes for end users utilizing a "Teach, Show, Do" methodology. Updated accelerator templates for all levels of implementation to adjust to market trends ¨ Lauded for excellence as evidenced through promotion to the sole consultant to implement Loan Engage clients.

¨ Compiled four versions of mortgage accelerator templates to expedite the implementation process, slashing go-live for Standard clients by three weeks and Enterprise clients by an average of 5 weeks.¨ Assigned to consultant team for implementations for Velocify Loan Engage, a platform designed for Retail Loan Officers.¨ Trained and developed new hires in Professional Services to take over Standard client implementations.

¨ Received live inbound calls and emails regarding troubleshooting, and basic questions regarding the software, recommended best practices¨ Collaborated with key stakeholders to restructure the Support Team from individual assistance to a tiered level of Support Team, leading to assignation to the highest tier Support Team.¨ Developed 100% of new accounts for Allstate Insurance and, starting in 2014, trained all new hires.

Long Beach, Ca

¨ Facilitated cutting-edge technology services to support auto body shops and insurance adjusters with the rental process.¨ Promoted to Assistant Manager <1 year after initial hire and promoted to a larger, multi-operational branch in six months.¨ Consistently ranked in the Top 5 Assistant Managers in the Region on multiple personal sales goals.¨ Boosted overall sales revenue, additional revenue, and average days rented, resulting in top regional performance.