Jacob Neumann Email & Phone Number

Austin, Tx, Us

Remote

- Lead and empower a remote team of 25 agents, fostering a culture of excellence in customer service while supporting professional growth and ensuring the achievement of departmental OKRs.- Spearhead initiatives to optimize workflows and drive product development improvements, resulting in increased operational efficiency and enhanced user experiences.- Collaborate cross-functionally with teams including Payroll Care, Engineering, and Payments, to streamline operations, boost efficiency, and scale the Tax Resolution team’s impact.- Standardize and manage internal content such as SOPs, macros within Salesforce, and knowledge resources, enabling a more seamless customer experience and creating a robust internal knowledge base.

Dallas-Fort Worth Metroplex

- Spearheaded sales initiatives for tree and vegetation services, building and maintaining a diverse portfolio of business and individual clients, while fostering long-term relationships to drive repeat opportunities and customer satisfaction.- Provided leadership and direction to two crews, overseeing 8 employees, ensuring clear communication, alignment with project goals, and high-quality execution across all job sites.- Actively participated in weekly business management and sales training through Sandler Training, refining leadership techniques and advanced communication strategies to support team development and client interactions.-Successfully coordinated multiple projects simultaneously, expertly managing competing priorities while consistently delivering within tight deadlines, under budget, and to the highest quality standards. Maintained clear communication with stakeholders throughout the project lifecycle, ensuring alignment and engagement while achieving positive cost and schedule variance on every project through strategic planning and resource optimization.- Established and implemented streamlined processes and site plans, enhancing operational efficiency and improving communication flow between crews, management, and clients, resulting in more effective project delivery.

Denver, Colorado

- Provide friendly, hands-on technical support to Apple customers by quickly diagnosing product issues and offering effective solutions, whether repairs or replacements, to ensure a prompt return to functionality.- Manage multiple customer interactions simultaneously, maintaining awareness of time demands for both customers and personal efficiency while fulfilling Apple’s service commitment with speed and skill.- Build trust with customers and coworkers by offering mentorship, sharing insights, and providing training to enhance understanding of Apple products and services.- Identify problems and areas for enhancement in service delivery, actively providing feedback to refine customer service practices and ensure relevance and quality.

Denver, Colorado

- Curated and led training sessions for over 130 employees at an Apple retail location, delivering detailed and timely instruction to promote store-wide efficiency and drive overall success.- Led onboarding initiatives and training for new hire classes across the entire Colorado market, frequently conducting sessions for 50+ new hires. Organized and facilitated post-onboarding training and shadow sessions to support individual success and integration into the team.- Ensured compliance with initiatives and training requirements for each individual and store by effectively organizing and scheduling courses at the store, departmental, and individual levels.

Denver, Colorado

- Responded promptly and professionally to phone calls, web submissions, and emails from partners, delivering technical assistance while working closely with the sales team to coordinate seamless communication with clients, ensuring a unified and efficient support experience.- Built strong relationships with partners by educating them on supported technologies, diagnosing technical issues, and proposing tailored solutions. Fostered a collaborative environment that empowered partners to resolve their own challenges, driving greater self-sufficiency and leveraging cohesion to achieve successful outcomes.- Applied problem-solving skills and quickly analyzed new environments, ensuring effective technical support across Office Applications, Exchange Online, SharePoint, and related technologies.- Managed assigned cases by prioritizing based on issue severity, adhering to service level objectives, keeping partners informed of progress, and ensuring timely resolution.

Dallas/Fort Worth Area