Jake Jett Email & Phone Number

Truckee, CA, US

• As a Implementation Manager, I led impactful implementation projects for top-tier financial clients, ensuring seamless onboarding and exceptional customer satisfaction. I managed the project pipeline, fostered team.
• Lead end-to-end implementation projects for top-tier financial clients, ensuring seamless platform configuration, product onboarding, and adoption, achieving 97% CSAT
• Collaborate with prospective clients to understand their business needs, scope out their implementation, and develop SOWs or Order Forms to align with Hearsay’s solutions
• Manage the Professional Services pipeline, vetting project requests and assessing team bandwidth for new implementation engagements
• Oversee project administration using tools like Asana, Harvest, and Salesforce to ensure smooth project execution
• Assumed leadership during department head’s leave, overseeing daily operations and maintaining team performance and continuity

San Francisco, California, United States

• As Manager of Customer Support, I led a global team of Product Specialists across multiple support tiers, delivering exceptional white-glove support to top-tier financial clients, ensuring a seamless and personalized.
• Led a team of 9 agents across three support tiers (Product Specialists, Advanced Product Specialists, and Principal Product Specialists)
• Designed and implemented onboarding, training, and career path programs, boosting new hire productivity, retention, and enabling multiple staff promotions
• Facilitated cross-functional roundtables with engineering, product, and support leaders to prioritize escalations and product enhancements, driving alignment and improved customer satisfaction
• Developed white-glove service workflows for Premier-level customers, including weekly ticket reviews, quarterly metrics readouts, and customer-facing reporting deliverables

San Francisco, California, United States

• As Director of Service and Support, I was responsible for leading direction, strategy, and oversight of the Partner Services and Customer Support organizations for the leading e-commerce Saas provider in the ski and.
• Led a team of Managers, Senior Specialists, Specialists, in addition to seasonal staff hired during peak season
• Developed department goals and managed a suite of KPIs indicative of the performance of both teams and individuals, leveraging that data to find opportunities for improvement
• Launched Covid-19 support strategy that allowed for maintained support levels despite increased resourcing limitations and pandemic related support issues
• Led research of paid-service options in the Saas industry, resulting in the development of service-level brackets and associated cost structures
• Worked with B2B Marketing on the creation and launch of a content strategy aimed at increasing pro-active partner interaction, ultimately reducing the amount of outreach needed to obtain deliverables

San Francisco Bay Area

• While Senior Manager, I saw the team through a period of growth where both headcount and duties were expanded to meet new opportunities. I scaled the organization by increasing staffing, creating new job functions, and.
• Hired, coached, and professionally developed staff, resulting in multiple staff promotions and zero turnover
• Scaled the organization by adopting new job functions, increasing headcount, creating a new Senior Specialist role, and hiring the first European Market Specialist
• Owned prioritization of launch date and onboarding pipelines, ensuring expectations were met and partners were quick to value
• Spearheaded the team’s expansion into new markets and verticals by conducting market research and adapting processes and workflows to fit the unique needs of the opportunity
• Rolled out a service segmentation plan that led to efficiency gains in servicing small to medium size partnerships and increased growth of enterprise partners

San Francisco Bay Area

• As Manager of Partner Services, I was credited with leading the team’s transition from a predominantly reactionary support org to a team of trusted advisors, entrusted with proactively helping partners achieve their.
• Managed day-to-day operations of the team, including scheduling, 1:1s, and team meetings
• Successful track record of hiring, coaching, and developing, highlighted by multiple staff promotions and zero turnover
• Set organizational Service standards and managed quality assurance of Specialist communications
• Overhauled the onboarding process, allowing for a more efficient partner experience
• Monitored channels for service-recovery opportunities, ensuring any negative experiences were replaced with positive outcomes

San Francisco Bay Area

• As a Partner Service Specialist, I managed the post-sales relationships for over 75 partnerships in the ski and attractions industries. I was responsible with ensuring partners were well trained, supported throughout.
• Led onboarding presentations, both in-person and virtually, for all size groups and seniority levels
• Advocated for partners within the organization, ensuring feedback and requests were followed through
• Annual “Lifty” award recipient, awarded for contributions and embodiment of company culture
• Regularly added revenue by optimizing product configurations to gain additional product offerings

San Francisco Bay Area

• As a Customer Support Lead I was responsible for providing support for the leading online marketplace of mountain experiences, while fulfilling elevated lead responsibilities.
• Fielded an average of 60 contacts per day across multiple channels, while maintaining a CSAT of 95%
• Shift lead responsible for daily scheduling, queue management, and main escalation point for 15 Agents
• Monitored fraud software and prepared chargeback disputes for orders deemed fraudulent

Galleria Park Hotel - San Francisco

• Just typing up a laundry list of responsibilities would not cover the scope of work we handled at the Galleria Park. As a Guest Service Agent, I had the freedom to assist clients from arrival to departure with any.
• Provided guests with high-level customer service across multiple departments, including front desk, guest services, concierge, and in-room dining
• Excelled in anticipating, understanding, and executing guest needs
• Checked in 100+ guests per day, while maintaining an energetic composure
• Skilled in building and maintaining guest relations, driving return bookings
• Increased TripAdvisor traffic through the creation of branded collateral

San Jose

• I started as a total stock photography newbie and by the completion of my internship at Myinternationaladventure.com I had morphed into an expert on moving abroad and a media buying extraordinaire.
• Project manager for the selection, purchase, editing, and cataloging of 1500+ units of stock photography
• Created digital content for use across website, blog, and social media
• Worked directly with copywriters to select on-brand visuals to match copy
• Provided user experience analysis of homepage, direct marketing, and blog
• Collaborated with travel industry partners to provide current digital content

San Francisco Bay Area

• Greeted guests upon arrival at the Argonaut Hotel and assisted with any Valet needs.
• Managed a team of 4 to 5 valet attendants during daily operations.
• Provided concierge information on hip San Francisco locations and nightlife.
• Lead Valet Captain for several prestigious events in the Fisherman’s Wharf area.

Murrieta, CA

• Performed soils and concrete testing on residential, commercial, and government projects.
• Lead senior technician on several large multi-track housing developments.
• Conducted testing on various building materials in a certified laboratory and clean room.
• Nuclear Density Gauge and American Concrete Institute trained and certified.

Bachelor'S Degree, Advertising

Activities and Societies: Spartan Ad Club

Associate'S Degree, Social And Behavioral Sciences, Arts And Humanities, Liberal Arts And Sciences

Activities and Societies: Phi Theta Kappa Honors Society