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15+ years of experience in strategic planning, operational management, and customer support within fast-paced technology environments. Proven expertise in leading global support teams, developing and implementing support strategies, and enhancing customer experience through innovative digital solutions. Skilled in cross-functional collaboration, team leadership, and driving efficiency across multiple regions and products. Passionate about leveraging technology and data-driven insights to achieve operational excellence.
Miss Mabel
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OwnerMiss Mabel Dec 2022 - Present• Developed and executed a business plan with financial forecasting, marketing strategies, and operational procedures, leading to consistent profitability. • Implemented a profit-first accounting system to optimize cash flow and ensure business sustainability. • Streamlined operations by integrating automated systems and using virtual assistants, improving efficiency and scalability.
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Customer Service Sales LeaderHopper Feb 2024 - May 2024Hopper has ranked as #1 travel app in over 70 countries. • Set up a cross-sell initiative within customer service, leading to valuable insights on financial sustainability. • Developed a strategic roadmap for customer service sales, outlining key initiatives to enhance service delivery and improve sales conversion. • Redesigned the customer service workflow to increase hotel bookings by 3x within three months. -
Senior Director, Global Workforce ManagementNavan Jun 2022 - Nov 2022Navan (formerly Tripactions) is a corporate travel and expense solution with 2.2B in funding with a 10B+ post-money valuation. • Cross-Functional Collaboration & Workforce Strategy: Partnered with Finance, Talent, Learning & Development, Operations, Telephony, and IT to strategically align workforce resources, ensuring optimal talent placement to meet customer needs efficiently. • Team Leadership: Revitalized a depleted team by creating a shared purpose and roadmap, stabilizing morale and achieving a 30% reduction in headcount. • Scalability: Transformed service model to ensure multi-site redundancy, scaling from 750 to 1300 FTEs. • Strategic Planning & Post-Acquisition Integration: Led human capital planning for two newly acquired companies, working closely with global executive stakeholders to ensure seamless integration and alignment with organizational goals. • Financial Planning & Forecasting: Audited and optimized labor forecasting models, ensuring precise alignment between cost analysis and financial projections, driving more accurate budgeting and operational efficiency. -
Senior Director, OperationsGetaroom.Com Aug 2009 - Aug 2020Getaroom was a lodging distributor that was acquired by Booking Holdings. Now operates as Priceline Partner Network. • Customer Support Operations: Directed multiple B2B/B2C customer support groups, including workforce management, BPO vendor relationships, customer service, inbound sales, training, telephony, and contact center technology, ensuring seamless operations and delivering exceptional customer experience across all channels. • AI Tools & Sales Growth: Implemented AI-driven conversational technology, boosting sales conversions by 150 basis points on 8 million annual contacts. • Process Improvement & CRM Optimization: Achieved an 18% reduction in labor costs and improved operational efficiency by integrating custom applications and redesigning multi-channel service workflows within Zendesk. • Global Expansion & Vendor Management: Established and nurtured over 5 international BPO service centers by leading strategic negotiations and conducting thorough due diligence to ensure seamless operations and successful partnerships. • Telephony & IVR Strategy: Reduced support costs by $1.3M annually and improved customer interactions by optimizing IVR strategies, leveraging over 10 years of experience with telephony systems including NICE, Avaya, Genesys, and Amazon Connect. • Customer Journey Optimization: Integrated customer insight technology, lowering labor costs by 5% through enhanced session data for frontline agents.
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Workforce Management AnalystHotels.Com Feb 2004 - Jan 2009• Resource Planning: Analyzed and forecasted staffing needs, ensuring optimal workforce levels to meet business objectives. • Real-Time Analytics & Contingency Planning: Analyzed live performance metrics and swiftly enacted contingency plans to mitigate operational disruptions, • Data Analysis: Conducted complex data analysis using workforce management software to identify trends, optimize scheduling, and improve service delivery.
Jacob Hall Skills
Frequently Asked Questions about Jacob Hall
What company does Jacob Hall work for?
Jacob Hall works for Miss Mabel
What is Jacob Hall's role at the current company?
Jacob Hall's current role is Owner.
What is Jacob Hall's email address?
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What is Jacob Hall's direct phone number?
Jacob Hall's direct phone number is +121425*****
What skills is Jacob Hall known for?
Jacob Hall has skills like Management, Revenue Analysis, Customer Satisfaction, Tourism, Call Centers, Account Management, Strategic Planning, Hospitality, Hotels, Hospitality Management, Hospitality Industry, Customer Relationship Management.
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Jacob Hall
Houston, Tx2hotmail.com, chevron.com1 +150533XXXXX
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5gmail.com, yahoo.com, neurocenter.com, neurocenter.com, neurocenter.com -
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Jacob Hall
Charlotte, Nc4gmail.com, rainn.org, agingo.com, agingo.com4 +170484XXXXX
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