Jacob Gates Email & Phone Number

- Drive Dynamics CRM implementations through all project phases including discovery, definition, build, test and deploy. - Serve as clients’ main point of contact throughout all project phases, effectively manage associated issues and risks and ensure on-time and on-budget implementation delivery that meets clients’ needs and requirements - Identify the client’s sales and service requirements through discovery meetings - Design and lead the system architecture process, in partnership with the Development Team, to create, define specifications for and implement customizations for any custom code or data migration requirements - Conduct end-user training and create and maintain knowledge transfer documentation

Greenville, South Carolina

Greenville, South Carolina

As a Solution Consultant I advise my clients on the best way to automate and transform their business processes using Microsoft technology. I work closely with other Hitachi Solutions team members to understand our client's business model and requirements, and provide coaching and expertise through the entire project lifecycle--from initial requirements gathering to go-live support and training. I have a deep understanding of Dynamics 365 Customer Engagement and the Power Platform and use these tools to provide comprehensive functional and technical solutions to help clients meet their business objectives.

Greenville, South Carolina

Manage team of Tier 1 and Tier 2 agents in all performance areas including CSAT, ticket duration, touches, and tickets solved weekly. Evaluate and deliver quarterly performance reviews and skill-based objectives for the following quarter. Operate as critical escalation resource for agents and other organizational departments to address key accounts’ concerns. Identify emerging issues in product functionality and escalate to reliability engineering and development teams; manage customer communications around service incidents and outages. * Key resource in transitioning Support structure from region-based shift teams to skill-based tiered support. * Successfully organized and deployed Chat support channel and served as the escalation and performance leadership resource for Chat agents.

Greenville, South Carolina

Successfully resolved technical support tickets to customers’ satisfaction through email, phone and web meetings. Consistently met or exceeded monthly and quarterly service metrics for tickets solved, including a minimum 94% customer satisfaction. Assisted team members with technical troubleshooting and provided feedback on customer service soft skills. Responsible for training new support agents on all areas of ClickDimensions’ product in both usage and technical troubleshooting. Identified best practices within the support organization and contributed to planning and deploying new internal initiatives. Key technical resource for numerous “at-risk” high value accounts and customer service escalations in providing long-term solutions to restore the customer to a positive and successful relationship with ClickDimensions.

Greenville, South Carolina

Sourced, evaluated, and reviewed potential IT candidates through, job boards, internal database, and professional social networking. Interviewed prospective candidates via video chat and in person to assess skill set, work history, and salary expectations. Selected well-matched candidates to fulfill job orders and maintained on-going contact with IT professionals currently on assignment. Resolved any client concerns or candidate performance issues to preserve the Robert Half brand. Generated leads and market intelligence to enhance our new client development efforts.

Greenville, South Carolina

Maintained trust in the brand as the skilled expert, troubleshooting and repairing hardware failures with customer products. Quickly and precisely isolated software issues on the spot, explaining both the root cause and the solution with patience and empathy. Partnered with the in-store Business Team to troubleshoot and brainstorm system configurations for small to medium businesses. Facilitated classroom and hands-on training for new employees and acted as a Development Mentor. Member of the Cultural Preservation Team; met with the Leadership Team to develop storewide action plans and employee development.

Greenville, South Carolina

Surprised and delighted customers by efficiently uncovering the source of technical issues and restoring the product to expectation. Able to multitask with several customers or devices without compromising the interaction either in diagnosis or customer experience. Led One-to-One training sessions with customers new to the Apple ecosystem as well as experienced owners looking to deepen their knowledge. Returned consistent results, including high number of sessions taken, a high session pace, and customer survey scores at or above store average.

Greenville, Sc

Operated in a high stress, high task-volume environment. Had to be able to maintain professional and courteous interaction in response to various arising customer problems and concerns to maintain satisfaction. Worked as both opening and closing shift leader, which included being responsible for daily cash profits and sales reports.

Tigerville, Sc

Assisted the Media Minister in keeping the staff focused on the goals and standards of excellence, efficiency, and seamlessness while managing and supervising any event the Media Ministry Team operated. Responsible for all equipment in use by the Media Ministry Team, as well as the other 17 staff members. Trained and instructed each team member in a variety of production skills, resource management, and interpersonal communication skills. Required constant flexibility, awareness, and troubleshooting prior to, during, and after events. Strong people skills were necessary in coordinating with both staff groups on campus and event sponsors as to what their needs were, and managing team resources and personnel efficiently to fulfill those needs. Managed projects that were requested by departments within the school, helped the Media Minister in the prevention and repair of A/V equipment on campus, as well as research and development for future improvement.

Tigerville, Sc

Responsible for setup, production operation, and teardown for assigned rehearsals and events. Required to have the flexibility and adaptability to perform with excellence in a number of different roles at a moment’s notice, including Sound Technician, Lighting Technician, Projection, Video Director, and Camera Operator. Operated with quality and professionalism to exhibit an atmosphere of smooth operation and seamless, “behind-the-scenes” problem-solving.

South East Region

Worked as a small group camp counselor for children who had completed 1st through 6th grade for nine weeks in nine different cities around the Southeast. Roles involved teaching small group times, skill activities, and production for the camp’s auditorium environment. Required great flexibility and awareness to ever-changing situations and arising problems. Due to the mobile nature of the program, strong teamwork skills were vital; every member of the team had to work with speed, efficiency, and quality consistently and incessantly in high-stress and low-rest environments.