Salt Lake Community College

Alta High School

Strategic, Top-Performing Customer Success Leader | Ex-Adobe | Healthcare & Ed-Tech Experienced

South Jordan, Utah

Talkdesk

Strategic Customer Success Manager

Instructure

Customer Success Manager

- Create and execute strategy to deliver world-class customer support to Adobe’s worldwide channel partners, including goals and success metrics, core processes, and customer delight initiatives.• Manage a worldwide support team; scaling, mentoring, leading and holding the organization accountable to delivering a world class support experience with every interaction.• Manage customer escalations, reviewing issues and trends with partners, enabling them to optimize their solutions.• Provide regular update to leadership team on trends, issues, patterns.• Foster cross-departmental communication and relationships;

Adobe

Manager - Global Reseller Support

- Supervise a worldwide support team; scaling, mentoring, leading and holding the team accountable to delivering a world class support experience with every interaction• Manage customer escalations, reviewing issues and trends with partners, enabling them to optimize their solutions• Identify volume producing support trends, rapidly mobilizing relevant teams to establish the quickest path to resolution and identify and prevent future threat to other customers by engaging project management expertise coordinating the communications and actions across a cross-functional virtual team through resolution and prevention.

Supervisor - Reseller Support

- Serve as the primary point of contact for Adobe’s Global Channel team of resellers for process questions, quote-related activities, License History Report requests.• Deliver responses to queries from resellers submitted via phone, chat and email inclusive of (but not limited to) pre-sales policy questions, LWS queries, VIP Console, Creative Cloud, Certification requests and SKU/price list matters.• Work with your co-team members to ensure key performance indicators (KPIs) & service level agreements (SLAs) are met and that a proactive approach is taken in preparing for peak volume activities around launch periods, promotions and other events.• Ensure full and accurate entry of data into the systems used by the team such as SFA and others to capture performance metrics and identify trending.• Develop and maintain relationships with internal Adobe Channel Account Managers (CAMs) and their named channel accounts; provide pro-active account support.

Team Leader - Americas Reseller Support

- Deliver extraordinary customer care by responding to questions concerning customer accounts and nurturing customer relationships on every call that result in measurable card member value.•Document necessary account information and offer solutions that benefit the customer.•Maintain acceptable performance standards, including effectiveness, efficiency and quality.•Current High Value Card Member accounts manager.•Received Telephone Service Center Tops award, for top service representative in March and May 2011.

American Express

High Value Accounts Customer Care Professional

- Supervise and manage personnel operations to ensure efficient loading, unloading, and processing of customer orders.•Coach, train and develop employees to remain consistent with company policy and procedure.•Supervise and plan employee schedules to meet daily operations goals.•Ensure customer's orders are picked, packed and shipped in a timely and damage free manner.

Musicians Friend

Shipping Operations Supervisor

- Monitor individual, team and call center results to identify and act on both positive and negative performance trends to attain goals and performance targets.•Review data to monitor the customer experience and subordinate statistics.•Communicate and follow-up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.•Train employees, plan, assign and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems

Call Center Supervisor

- Provided training as well as daily direction and communication to employees so that customer calls were answered in a timely, efficient and knowledgeable manner.  Addressed disciplinary and/or performance problems according to company policy.•Suggested methods to improve area operations, efficiency and service to both internal and external customers.•Provided statistical and performance feedback and coaching on a regular basis to each team member. Wrote and administered performance reviews for skill improvement.•Assisted with warehouse relocation, demonstrating dedication to and mobility for the company by relocating to meet the company needs.

Team Leader

- Provided real-time assistance to all agents by responding to inquiries made via designated help queues.•Responded to escalated Customer concerns by providing appropriate guidance and solutions for those Customers, utilizing active listening and problem solving skills. Focused on creating a professional and positive solution for both Customer and Company.   •Provided suggestions and feedback to management with respect to procedural improvements with the aim of increasing overall customer satisfaction.

Help Desk

- Spoke with customers by phone concerning orders, returns, shipments and products. Handled customer concerns and escalated issues in a professional manner. •Initiated file maintenance for corrections to customer’s computer file in addition to protecting all customer information.•Solicited sale of new or additional services, while obtaining customer feedback.

Customer Service Representative

- Achieve sales profitability and exceed member expectations•Manage multiple employees, oversee staff training and scheduling•Develop employees to be proactive in sales process execution and new business development•Develop and lead Wireless Sales Associates to be proactive in customer service, cost control and ability to properly analyze and take corrective measures in all areas.•Lead and assist Wireless Sales Associates in maximizing positive results in the area of Company change and growth through ongoing, proactive and effective communication. •Recruit and promote quality field personnel

Ryan Jacobson