Jake Gargiulo Email & Phone Number

New York, NY, US

New York, New York, US

Jersey City, NJ, US

• Responsible for building and scaling BlockFi Client Service department to support and fuel the exponential growth of our client base while maintaining best in class client experience across multiple support channels
• Promoted to Director after implementing International and Offshore CS teams to facilitate a 24/7 “Follow the Sun” model to support our client base growing from 50K to over 300K in a 6 month period
• Oversaw hiring, performance, strategy and execution in growing the team from 10 into a global department of more than 130 individuals at its peak, that consistently delivered >90% CSAT across all channels
• Responsible for ensuring extremely heightened SLAs and KPIs were met, creating reporting infrastructure and visibility to senior leadership to drive organizational transparency and culture of accountability
• Designed, implemented & scaled a VIP Support team to deliver white glove service to VIP & UHNW clients
• Through continuous innovation and detailed cost per engagement modeling, fully implemented additional support channels such as a Conversational AI Chatbot and Live Chat functionally

Jersey City, NJ, US

• After six months as CSM, promoted to Head of Client Services to manage and oversee a team of three, and quickly expanded the team to five Client Service Associates and five Relationship Managers, to support the launch.
• Responsible for leading our Loan Servicing team which helped grow our loan book from $15M to $800M
• Sourced, vetted, implemented, and integrated a new omnichannel support system (Zendesk) to manage inbound queries via email, tickets, chats, and phone as well as developed a public, client-facing FAQ Knowledge Base
• Served as primary stakeholder to represent Client Service in the launch of new products and features
• Served as the primary escalation point & dedicated relationship manager for VIP/UHNW clients

Jersey City, NJ, US

• As full-time employee #8 and the first Client Services hire, served as sole point of contact to service and support all BlockFi clients across entire product suite through email and phone conversations in order to.
• Assisting in the hiring, training, coaching & development of the 2nd & 3rd Client Service team members

Newry, Co. Down, GB

• Client project experience included working at a Tier 1 Investment Bank in a front office support role conducting a high level of data manipulation and analytics through Microsoft Excel to provide deliverable updates.
• Project manager responsible for implementing the global outreach initiative for the investment bank’s legal entities and the counterparties they face to ensure compliance to the ISDA 2018 US Resolution Stay Rule

Plano, Texas, US

• Served as a liaison between our high net worth clients and their respective Investment Counselors, facilitating and corroborating all facets of the operation and administration of client investment accounts, with a top.
• Promoted after eight months to the role of Client Service Specialist to deal exclusively with our High AUM clients and the respective High AUM internal team of Investment Counselors
• Added value to the firm and overall client experience by setting up new investment accounts, responding to client and Investment Counselor inquiries about accounts, policies, and procedures, as well as reviewing daily.
• Implemented analytical thinking and deductive problem solving to resolve daily ad hoc client complications

• Worked alongside the Financial Planning and Portfolio Managers preparing and conducting due diligence on potential investment opportunities, ranging from equities, fixed income products, structured notes, and.
• Constructed and developed an asset allocation model designed to properly allocate across all asset classes for conservative, moderate, and growth portfolios
• Profitable paper trading a 3x Bull Gold Miners ETF based on technical indicators and candlestick chart analysis

Cohoes, New York, US

• Reported to and worked alongside the Chief Investment Officer and other upper level management in the Investment Planning Group
• Provided ad hoc capital market analysis and due diligence to advisors on different investment opportunities and related inquiries based on our asset allocation model
• Managed the list of mutual funds available to clients, as well as partook in quarterly updates from mutual fund managers

Dubai, AE

• Worked alongside the US and NY Senior Area Managers learning the daily functions of the business and developing client connections via data mining and phone calling
• Developed strategies to connect with a wider base of potential clients throughout North America, and personally brought in over $1 million of new money to the firm

• Participated in the Summer Program working alongside senior portfolio managers conducting both technical and fundamental analysis on potential investments in order to effectively implement the firm's asset allocation.