Jacob Shields Email & Phone Number

Iron Mountain, Mi, Us

State College, Pennsylvania, Us

• Oversee Support and Network Operations to include hiring, training, and mentoring to ensure the development and ownership of customer experience strategy and processes, enabling growth, and ensuring technologies are kept current.• Manage 3rd Party Call Center used for Customer Support• Manage Sales Engineer team leading to 5-7 Wi-Fi desktop designs completed weekly.• Develop process and procedures for best in class operation.• Product Owner for Elemento application operation, improvements, customer relations, and development road maps.• Administrate Zendesk.• Lead internal IT & Security Operations to include implementing new security controls such as MFA, least privileged access, automated security monitoring (Vanta) and new company processes & procedures.• Oversee technology stack and identify opportunities for ongoing improvement in systems, processes, reducing overhead and improving cost efficiencies.• Drives insights for improvements with qualitative and quantitative reporting, ensuring compliance and enhancing customer experience.

Iron Mountain, Michigan, Us

• Oversees Contact Center Operations and 35 agents, hiring, training, and mentoring to ensure the development and ownership of customer experience strategy and processes, enabling growth and ensuring technologies are kept current.• Partners with senior management, presenting and providing feedback from customers, resulting in maintaining customer satisfaction score of 80%+ YoY through increased retention and satisfaction. • Successfully maintains below 20% turnover rate through effective and efficient management and employee growth.• Drives insights for improvements with qualitative and quantitative reporting, ensuring compliance and enhancing customer experience. • Defines, develops, and implements multichannel support programs, improving customer communications. • Acts as liaison between customers and development team, managing NEAT Application operation, improvements, customer relations, and road maps. • Oversees and heads all sales and marketing activities including trade shows, proposals, and agreements. • Coordinates with CCI Marketing teams for print, social media, and advertising, representing the brand and services. • Manages and maintains key relationships with leaders and customers, handling $200K+ MRR. • Creates and presents sales presentations and proposals, successfully growing CSS revenues. • Identifies opportunities for ongoing improvement in systems, processes, and additional training, reducing support overhead and improving cost efficiencies. • Current Highlights: o Improved Contact Center KPI's from 8+ minutes Average Speed of Answer (ASA) to under 2 minutes within 3 months while maintaining a 75%+ First Call Resolution. o Top 25 ICMI Thought Leader in 2022.o Top 30 Customer Service Influencers by ProcedureFlow in 2020. o Top 50 ICMI Thought Leader in 2020. o Keynote speaker at industry events as a thought leader on Customer Service, Customer Experience, and Analytics.

Iron Mountain, Mi, Us

• Oversees Contact Center Operations and 35 agents, hiring, training, and mentoring to ensure the development and ownership of customer experience strategy and processes, enabling growth and ensuring technologies are kept current.• Partners with senior management, presenting and providing feedback from customers, resulting in maintaining customer satisfaction score of 80%+ YoY through increased retention and satisfaction. • Successfully maintains below 20% turnover rate through effective and efficient management and employee growth.• Drives insights for improvements with qualitative and quantitative reporting, ensuring compliance and enhancing customer experience. • Defines, develops, and implements multichannel support programs, improving customer communications. • Acts as liaison between customers and development team, managing NEAT Application operation, improvements, customer relations, and road maps. • Oversees and heads all sales and marketing activities including trade shows, proposals, and agreements. • Coordinates with CCI Marketing teams for print, social media, and advertising, representing the brand and services. • Manages and maintains key relationships with leaders and customers, handling $200K+ MRR. • Creates and presents sales presentations and proposals, successfully growing CSS revenues. • Identifies opportunities for ongoing improvement in systems, processes, and additional training, reducing support overhead and improving cost efficiencies. • Current Highlights: o Improved Contact Center KPI's from 8+ minutes Average Speed of Answer (ASA) to under 2 minutes within 3 months while maintaining a 75%+ First Call Resolution. o Top 30 Customer Service Influencers by ProcedureFlow in 2020. o Top 50 ICMI Thought Leader in 2020. o Keynote speaker at industry events as a thought leader on Customer Service, Customer Experience, and Analytics.

Iron Mountain, Mi, Us

• Oversaw 2, handling hiring, onboarding, training, and accountability. • Led customer issue resolution, collaborating with senior leadership on product and service challenges. • Identified and implemented training opportunities, improving workflows and ensuring accountability. • Created and implemented tracking for key metrics. • Cultivated customer relationships, identifying growth opportunities.

Iron Mountain, Mi, Us

Oversaw Tier 1 and 2 technical support, Installation/Setup of BlackBerry’s and Smartphone’s.Tracking received calls.Lead web designer for CCI’s Corporate/intranet and Packlerland Broadband and employee training.

Arlington, Virginia, Us

Oversee operations in the communications shop.Manage and maintain all communications equipment.Instruct fellow Soldiers on how to properly use their equipment.Maintain accountability of over 7 million dollars worth of equipment.

Arlington, Virginia, Us

I was previously employed by the United States Army in the role of Military Police. My primary responsibility was law enforcement; however I also acted as the unit representative for Public Affairs, and Communications Non-Commissioned Officer. As the unit’s Public Affairs representative I was responsible to coordinate and provide accurate written stories and information to the media. I have also taken thousands of photographs as stock photography for our company. While acting as the Communications Non-Commissioned Officer, I had been able to resolve all communication issues in a timely manner with limited downtime helping increase efficiencies in the company. I have also led the development of two different SharePoint websites; which also led to securing personally identifiable information. More importantly, I deployed to Iraq from 2010-2011 specifically to execute these duties and responsibilities.

Iron Mountain, Mi, Us

• Supported highly technical products, becoming Subject Matter Expert on Microsoft Exchange and Blackberry Enterprise.• Established new processes, creating tracking to see deliverability and outcomes. • Provided videography and photography services. • Executed web design projects, successfully achieving key results. • Assisted in sales processes, providing customer support and product knowledge.

Bachelor Of Science, Network Security

Diploma, General