John Jacobs Email & Phone Number

Dublin, Ohio, United States

Groveport, Ohio

TD Synnex/Shyft Services, Groveport, OH – Supervisor 2019 - 2023Manage daily operations of a dynamic break/fix maintenance Service Desk, with a focus on achieving and surpassing Service Level Agreement (SLA) targets, ensuring process accuracy and strategically managing and exceeding Key Performance Indicators (KPIs) to drive continuous improvement while prioritizing the overall Customer Experience• Led continuous process improvement initiatives to optimize operational efficiency and meet SLA targets, updating procedures to align with evolving business needs.• Managed partner/vendor relationships to drive SLA attainment, process efficiency, and strategic KPI’s.• Served as the Client Success Manager for smaller customer programs and supported relationship management for critical and strategic customers with Client Success Management team.• Partnered with the systems development team to drive enhancements, fostering continuous improvement and innovation.• Ensured consistent fulfillment of SLAs by collaborating with Field Engineer leadership and individual Field Engineers.• Played a key role in onboarding new business initiatives and resources, contributing to seamless integration into existing operations. • Resolved customer escalations with strong conflict resolution skills, ensuring customer satisfaction through effective solutions.• Contributed to operational changes by assisting in onboarding offshore resources, creating schedules, and determining optimal headcount.• Facilitated team synchronization meetings, delivered important business updates, and conducted training sessions for continuous skill improvement.• Directed end-to-end processes for interviewing, hiring, and onboarding, demonstrating proficiency in managing partnerships and implementing cost control measures with multiple staffing agencies.

Hilliard Oh

Responsible for the daily management of more than a dozen frontline employees, balancing strategic Key Performance Indicators (KPIs), Employee talent and development, and Customer Experience.● Build representatives through weekly coachings to guide behavior and align results with strategic KPIs● Lead meetings to align team expectations, provide business updates, and facilitate training● Send customized reporting to individual team members, highlighting strengths and opportunities● Interview internal candidates for promotions and external candidates for employment● Selected to lead the rebuilt Internet Response Team for email and chat customer communications● Recipient of Several Awards: Top Performing Team, Most Employees Promoted, Most Improved Team● Initial leadership position in the redesigned Chat group, responsible for interviewing for new representatives, defining KPI metrics, monitoring Quality Assurance, training new systems, and aligning digital communication methods

Dublin Oh

Onboarded new hire employees by providing feedback on quality assurance and KPI targets so they may be successful after exiting 'New Hire' status.● Facilitate daily meetings with employees in new-hire training● Evaluate metrics and coach new hires to ensure successful KPI targets are met● Hold employees accountable to their agreed upon goals when KPI targets are not met● Analyze new hire trends to evaluate gaps in training across classes and address training gaps quickly● Train new hires on business systems and resources to drive successful self-empowerment● Project lead for subject matter expert support● Project lead for aspiring future leaders supporting New Hire employees through training, coaching and development

Dublin Oh

Responsible for using soft negotiation to close marketing sales initiatives to foster customer retention and growth.● Handled inbound sales/marketing calls● Close sales with customers utilizing soft negotiation skills● Analyze billing accounts and concerns to solutions that satisfied customer needs and business guidelines● Participate with national marketing centers around initiatives within wider department● Place outbound welcome calls to new customers to build loyal, long-term, high-value customers● Consistently met and or exceeded KPI targets and stretch goals● Delivered changes to the business as a liaison between Marketing and our work group ● Assisted New Hire Employees as a subject matter expert