Jesse Papocchia Email & Phone Number

San Francisco Bay Area

Helping companies hire.Assist Recruiters & HR professionals with configuring their accounts in a way to fit their needsAssess, identify, and implement support tools and applicationsCreate, update, and maintain support & training documentationLog enhancements and report bugs using Pivotal TrackerAct as the voice of the customer to relay their needs and advocate on their behalf to the Product teamManage leads and close sales as needed

San Francisco Bay Area

Hand-crafted planner clips and supplies.

San Francisco Bay Area

FanMade was the reincarnation of Coveroo after being acquired by Zazzle. I enjoyed working with the team and my desire to see something I helped build evolve into their next iteration won out. Unfortunately things weren't working out as we had all hoped and we again began letting people go. Eventually I was able to transfer all FanMade and Coveroo.com customer success issues to the Zazzle team and shortly there after I too was let go.Act as single point of contact for all CS inquiriesEngage customers across all channelsCreate content across all social media channelsCreate content for self help centerProduct QAProvide feedback to engineering & report bugs/enhancementsRecruit designers/graphic artists/illustrators to use Fanmade design toolHelp determine product roadmap

San Francisco Bay Area

Coveroo was in the process of downsizing and preparing to close their doors. As a result I joined the team at JobScore and worked both jobs for a few months until Coveroo finally let me go. Several months later the team at Coveroo reached out to me as they had been acquired. They wanted me to re-join the team and I struggled with the decision. Eventually my desire to see something I had helped build won out and I left JobScore to rejoin Coveroo now known as FanMade.Manage several key accountsOn-board and train users on SaaS ApplicationMonitor customer inquiries across all channelsImplement customer engagement toolsProvide customer feedback to engineeringCreate engineering tickets via Jira

San Francisco Bay Area

Build, scale and manage Customer Success teamImplement/Monitor key KPI'sMonitor and respond to customer inquiries across all channelsResolve customer escalations as they ariseCreate content across all social media channelsAssist Sales Director with management of retail accountsSalesforce AdministratorProvide feedback to Engineering re: bugs/enhancements via Jira

San Francisco Bay Area

Part of maintaining the high standards of our licensors involved being a member of the Fair Labor Association. This relationship called for someone in the Coveroo team to step up and ensure all aspects of compliance were met both in our in-house print and design team as well as our overseas partners who manufactured our products. I stepped into this role, in addition to my current responsibilities, to make sure we conformed to these high standards.Design and Implement Compliance ProgramDesign and Implement Social Responsibility ProgramMonitor and Audit Production FacilitiesWork with 3rd Party Agencies to Conduct Audits GloballyManage Relationship with Fair Labor Association

Troubleshoot and resolve user account issuesResearch new issues and attempt to duplicate in test environmentDocument each issue and provide resolution trackingProvide the highest level of customer support through various channelsReport bugs to engineeringConfigure and test new features prior to customer rollout

After spending a year living in Hawaii I made contact with the team at CDG again. I was asked to come back but had no desire to relocate back to New Jersey. I learned they were opening a new call center in California and we agreed I would come back to the team and relocate to this new office. I stayed with CDG until they began laying people off as the company started to go out of business.Remotely support 75+ call centers averaging 40+ seats eachMaintained several SCO Unix based systemsTroubleshoot and resolve down DS3’s and DS1’sSupport SER Systems TSP and CPS dialing solutionsOn-site troubleshooting and repairs as neededDocument procedures and create manuals as neededProvide the highest level of customer service

CDG Management was my first *real job* after school. I was able to grow with the organization. I quickly learned the systems we utilized and when we grew to the point we needed to establish a separate department to manage support I was tapped to lead the team. I worked here until I experienced a change in my circumstances and decided to move to Hawaii to get away from New Jersey.Manage a staff of 12 employees across two departmentsAssist in the planning of new call centers that will openCoordinate telco vendors and SER Technicians for new site turn upsRoll out and train employees on new Help Desk softwareDevelop procedures and training manuals for in house staffLed company wide Y2K compliance teamMeet with vendors and arrange testing of new equipment and software in test and live environmentsMaintain backup network connections in event of primary router failure