Jake Vertin Email & Phone Number

Römerberg, RP, DE

Reno, Nevada, United States

• Spearheaded strategic overhaul of customer support operations, implementing Kikoff's first BPO partnership and expanding support channels, resulting in a 200%+ increase in weekly ticket handling capacity and CSAT.
• Led end-to-end BPO launch process, including vendor selection and on-site training, while negotiating competitive service rates to enable cost-effective scaling of support operations.
• Introduced phone and live chat support channels, achieving 90% real-time resolution rate and reducing response times from 5+ days to immediate, while decreasing email support volume from 100% to <10%.
• Championed and implemented customer support chatbot, attaining 65% containment rate and 40% overall support volume share, significantly enhancing operational efficiency.
• Leveraged customer insights to influence product strategy, driving improvements in marketing language and customer product understanding.
• Orchestrated successful Zendesk migration, taking full ownership of implementation and system administration, streamlining support processes and enhancing team productivity

Managed relationships and performance of BPO vendors conducting highly scrutinized/visible lines of business’ on Chime’s behalf, including Member Services and Dispute Intake live chat channels, Social Media Support, Incident Management, and Tier 3 Escalations. Expertise in contract negotiations, cost control, vendor relationship management, project and.

Reno, Nevada, United States

Volunteered to move to Reno, NV to launch and lead Chime’s first domestic support site. Expanded site while overseeing transition from in-office work to virtual in April 2020 due to COVID-19. Directly responsible for all site performance KPIs (sNPS, productivity, QA). Set standard for Chime BPO performance metrics by consistently delivering best-in-class.

Mexico City, Mexico

Volunteered to move to Mexico City to launch and manage Chime’s first two large-seat outsourced BPOs located in Mexico City and Monterrey, Mexico. Responsible for servicing all Member Services contacts while Chime grew from 660k active accounts to 7 million. Key Contributions:-On-site leader providing local management, oversight, and leadership to two.

San Francisco, California

Joined as employee 23 to handle inbound support contacts. Quickly grew in role to take on further responsibilities outside of Member Services Specialist role:-Lead onboarding of QA tool implementation (Maestro QA)-Managed outsourced BPO, accountable for CSAT and QA metrics-Assisted in establishing the company's Core Values.

Door Dash, Palo Alto Founding member of DoorDash, a national on-demand delivery startup. This is a logistics company, more so than a food company. Doordash helps small businesses grow, give underemployed people meaningful work, and offer affordable convenience to consumers. Mission is to empower small businesses and build out the world's first real-time.

• Heuking Kuhn Luer Wojtek, Dusseldorf
• Interned in Dusseldorf, Germany, for a corporate law firm. Accompanied lawyers to court hearings and performed case research for junior lawyers. Translated legal documents and contracts from German to English.

Palo Alto

• ebrary, Palo Alto,
• ebrary is a technology company providing institutions with ebooks. My responsibilities included filing, mailing, office maintenance, and various projects. I was also responsible for tracking and monitoring signed.

B.A, North American Studies And German Studies

Activities and Societies: Editor: Vielffalt Undergraduate Journal of German Studies March 2015—April 2016 McGill University, Montreal •.

Education record