Stephen Jacobs Email & Phone Number

• Gain an immersive understanding of the practices and processes used by a junior or associate data analyst in their day-to-day job
• Understand how to clean and organize data for analysis, and complete analysis and calculations using spreadsheets, SQL and R programming
• Learn key analytical skills (data cleaning, analysis, & visualization) and tools (spreadsheets, SQL, R programming, Tableau)
• Learn how to visualize and present data findings in dashboards, presentations and commonly used visualization platforms

Boston, Massachusetts, United States

• Wrote detailed business requirements, user stories, and acceptance criteria for order management and alarm system technical support platforms for timely and valuable Agile software development
• Composed mock-up images to model and illustrate desired development outcomes
• Authored rigorous user acceptance test cases, test scripts, and expected results for quality assurance testing
• Distributed a summary of upcoming development tasks to Customer Experience team stakeholders to ensure ample notice of forthcoming changes
• Contributed to weekly agent newsletter content to communicate agent support platform updates and technical developments to contact center agents

Boston, Massachusetts, United States

• Promoted to a senior role for outstanding contributions to contact center process improvement and documentation
• Audited contact center support platforms to catalog and prioritize logging implementation work for all account and device settings accessible to agents
• Documented and supported the deployment of order creation process changes during the transition to a new ecommerce platform
• Consolidated tax-exempt order processing workflows to a single contact center team
• Partnered with agent enablement team to deliver weekly agent communications

Boston, Massachusetts, United States

• Conducted interviews and documented alarm permit management, chargeback, order review, and fraud review workflows via process maps and SOP documents
• Partnered with contact center leaders to drive agent process change and documentation for billing, shipping, product return, call transfer, and privacy request initiatives
• Designed and implemented municipality-specific ticket assignment logic for a work management and ticketing platform
• Created spreadsheet utilities to translate internal alarm permit records to municipality and alarm vendor data specifications
• Audited credit card fraud safeguards and adjusted logic parameters to reduce false flags
• Standardized outbound permit email formatting in coordination with marketing and legal teams

Boston, MA

• Earned a promotion to an operations planner position for above-and-beyond efforts to improve process and manage customer service operations
• Developed spreadsheet and keyboard automation utilities to streamline mass order creation
• Collaborated with IT to pilot and introduce a bulk customer creation process to the team
• Aligned order handling processes with LEGO Education International customer service
• Migrated Canadian & US trade partner email management to a work management platform
• Received 2019 LEGO Education Employee of the Year Award

Boston, MA

• Advanced to a senior role after one year due to exceptional customer feedback and consistently excellent customer service
• Entrusted to process orders with the greatest complexity, item volume, and dollar value
• Spearheaded call logging efforts and outlined logging methodology and call categorization
• Managed dealer customer inbox for Canadian & US trade partner orders and inquiries
• Monitored pending and held orders to facilitate issue resolution and expedite order fulfillment
• Compiled and distributed contact information for net promoter score customer surveys

Boston, MA

• Provided world-class customer service for both current and prospective customers
• Exercised creative problem-solving skills to resolve customer issues and requests
• Educated customers on Pre-K to middle school science, technology, engineering, arts, and mathematics (STEAM) products, technology, and services
• Processed order requests with expedience, accuracy, and attention to detail
• Presented with 2017 LEGO Values Award for strong representation of company values

Peabody, MA / Burlington, MA

• Trained, encouraged and provided constructive feedback to sales associates
• Built strong customer relationships and drove sales and guest service goals
• Facilitated store operations and resolved customer issues to guests’ satisfaction
• Tabulated bank deposits and completed open and close of business
• Managed store events and Pick A Brick inventory and operations

Peabody, MA

• Provided consistently excellent customer service
• Shared deep knowledge of LEGO products and gave relevant advice to customers
• Safely and accurately completed transactions and handle inventory
• Promoted LEGO brand values and furthered customer loyalty
• Co-managed Monthly Mini Build and Club Meeting events

Boston, MA

• Taught three “Film Production with Final Cut Pro” courses (ages 13-17) and four “Movie Making Camp with iMovie” courses (ages 10-12)
• Provided individualized instruction, tailored to students’ needs and interests
• Managed film equipment and all software and hardware needs
• Collaborated with instructors and staff for camp management and recreation activities

Manchester, NH

• Edited national and local broadcast commercials for "Your Life. Your Degree." campaign
• Edited marketing and promotional videos for academic programs and marketing initiatives
• Coordinated and shot in-house video productions
• Designed and helped construct video and audio recording studio

Somerville, MA

• Digitized and logged tapes in collaboration with assistant editors
• Captured tapeless media, and managed and exported video and audio files
• Synchronized text scripts with video sequences

Boston, MA

• Created video and audio mixdowns from sequences
• Dubbed tapes and exported video files
• Gathered and transcribed timecode data
• Researched historical content for educational and documentary productions