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.
• 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.

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.
• 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.

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.
• 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.

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.

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