Jake Northfield Email & Phone Number

Rochester, Ny, Us

- Empowering businesses with tailored marketing solutions and tech support- Designing and optimizing software tools, sales strategies, and automated workflows- Consulting to create systems that enhance customer engagement and drive growth- Developing custom solutions to streamline processes, allowing clients to focus on what they love

Wilmington, Nc, Us

Pleasanton, California, Us

- Developed and implemented weekly up-skill sessions for all Support teams to promote skill sharing- Collaborated across CX department to prevent and manage client escalations- Used a data-driven approach to lead a global team of T2 Technical Support Engineers- Optimized Zendesk Support by implementing new triggers and automations

Sydney, Au

- Utilized Jira, Confluence, and Salesforce to build issue escalation workflow from scratch- Established Key Performance Indicators (KPIs) and built reporting process- Conceptualized and wrote supporting documentation for standard operating procedures- Collaborated cross-functionally on global rebrand initiatives and incident management- Identified emerging trends in merchant issues to improve the user experience- Provided B2B technical support for SMB and enterprise merchants

Boston, Massachusetts, Us

- Led 13 Integration Consultants, Technical Support Engineers, and Customer Support Specialists- Recruited and hired 5 technical and non-technical staff and developed 2 team leads- Reduced resolution time year over year by introducing new escalation processes- Conducted one-on-ones and reviews to aid team in meeting performance goals- Developed Key Performance Indicators for T1 Customer Support- Worked interdepartmentally on the creation of a knowledge base, forums, and wiki- Trained department bi-weekly on product knowledge, troubleshooting, and debugging- Assisted Sales in maintaining working demos for potential customers- Triaged all customer and company issues to meet SLAs and KPIs- Led with integrity, open-mindedness, with a focus on the customer and employee experience

Boston, Massachusetts, Us

- Led a team of 5 Technical Support Engineers in troubleshooting and bug reporting- Introduced a new workflow for escalations from other teams- Accelerated collaboration through team building activities

Boston, Massachusetts, Us

- Developed the first T1 support team members including the onboarding and training of specialists - Streamlined the delegation of technical tickets to T2 Technical Support Engineers- Created internal documentation used to produce Technical Support Engineer training- Collaborated with the Engineering team to improve the quality of Jira ticket bug reports- Provided technical application support through troubleshooting web and mobile apps

Charleston, South Carolina, Us

- Provided timely phone, chat, and email support for K-12 EdTech SaaS products- Honed exceptional communication, escalation resolution, and customer service skills- Participated in the creation and upkeep of KCS knowledge base articles- Continuously strengthened product knowledge and KPI/SLA/CSAT performance- Guided clients in generating custom reports using proprietary and SQL database queries

Manchester, Nh, Us

- Provided timely phone, chat, and email support for University applicants- Trained new hires and mentored Admission Counselor I team members- Collaborated with colleagues to promote best practices and improve student retention rates- Developed analytics and metrics for the Military Admission team

Graduate Certificate, Web Application Development

Bachelor Of Arts - Ba, Concentration In Information Technology

Associate Of Science - As, Information Technology