Jake Jett Email & Phone Number

Truckee, Ca, Us

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 performance, and took on leadership responsibilities during the department head’s leave, keeping things running smoothly with a positive, results-driven approach.• 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 customer experience.• 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 attractions industries. Reporting to the CFO, I worked closely with the leadership team.• 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• Collaborated with Product leadership during the re-design of partner facing tools, ensuring partner’s pain points, usage bugs, and feature requests were addressed

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 taking the team international with the hiring of the first Euro Market Specialist.• 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• Developed an on-site onboarding program for enterprise level partnerships that provided a more personalized “white-glove” experience that led to decreased time-to-value

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 business goals using our platforms. • 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• Led hiring, management, and training of seasonal support staff• Owned metrics like time to engage, time to resolution, first contact resolution rate, and partner satisfaction

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 the partnership lifecycle, and ultimately renewed for another season. • 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 question, request, or desire imaginable. I've cross trained in several areas becoming proficient in front desk operations, bell, valet, concierge, and room service. This diverse skill set made it possible to anticipate and execute client needs throughout their stay.Being part of the Joie de Vivre line of boutique hotel line reinforced how important it is to have a strong brand that is memorable within its markets. Through participation in brand awareness classes and workshops, I learned what it meant to represent and reflect the brand's core values through all aspects of daily operations.• 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• Trained copywriters on digital content constraints and uploading procedures

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