Jacob H.

Experience

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  Eagle Immigration and Notary Services

  Aug 2009 - Oct 2011

  Office Assistant

  *Filing, office management,cleaning office, running office in absence of owner, answering phones, and greeting clients

• 

  J&L AutoGlass

  Aug 2009 - Oct 2011

  Assistant

  Changing glass, cleaning windows, assisting manager.

• 

  99 Cent Only Store

  Oct 2011 - Oct 2012

  Cashier

  Handling money, customer service, stocking, fronting and facing, clean entire store, and assisting in sales.

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  Hidalgo Carpet Cleaning Services

  Nov 2012 - Jul 2013

  Assistant

  Assisting manager/ owner, running machines, cleaning carpets, driving, loading/ unloading, yardwork, remodeling houses, painting, etc.

• 

  The Aspen Leaf

  Jul 2013 - Dec 2013

  Cashier

  Managing store, cleaning yogurt machines, handle money, and assure business runs smoothly.

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  The Egg & I Restaurant

  Jul 2013 - Feb 2014

  Busser

  Bussing tables, cleaning entire restaurant, serving food, assisting manager in any way possible, and overall cleanliness of establishment.

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  Bashas'

  Mar 2014 - Jun 2015

  Deli Clerk
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  Big Two Toyota

  Jul 2015 - Oct 2016

  Internet Sales and Leasing Consultant

  • Exceed monthly car sales quota by creatively pursuing sales leads.• Establish rapport with customers via phone and email to secure their trust and business.• Strategically negotiate with customers to increase profit margins. Maintain meticulous notes and logs of all customer contacts in company CRM.

• 

  OnTrac

  Oct 2016 - May 2018

  • Managed high profile customer accounts to ensure SLAs were accomplished by our company as required by contract with vendors.• Analyzed various reports to proactively resolve potential issues for vendors as well as provide daily or weekly reports regarding the service of customers.• Lead meetings between the Special Accounts Group team and vendor management teams to ensure OnTrac was meeting the expectations of the vendor.• Handled escalated calls from vendors and assisted with any needed service tickets to resolve customer issues. Show less

  • Special Accounts Group Representative

    Dec 2017 - May 2018

  • Customer Care Advocate

    Oct 2016 - Dec 2017
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  OnTrac

  Oct 2018 - Jan 2019

  Recruiting Assistant- Development Project

  • Performed resume and work experience reviews to schedule interviews with ideal candidates for open positions.• Remained a point of contact for candidates throughout the interview process.• Provided tours of office and answered questions for the candidates regarding work culture and position expectations.• Assisted with performing interviews of candidates and provided feedback to recruiting team regarding candidates.

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  OnTrac

  Mar 2020 - Jul 2020

  Training Coach- Development Project

  • Lead and train teams of up to 25 employees on company processes, procedures, and company systems.• Provided individual coaching sessions and call reviews with agents to improve quality, handle time, and schedule adherence metrics.• Provided live coaching for agents on calls to ensure they followed the appropriate process and improve customer satisfaction.• Analyzed daily and weekly reports to provide management with trends and ensure trainee metrics improved.

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  OnTrac

  Sept 2021 - now

  • Lead and train teams of up to 25 employees on company processes, procedures, and company systems.• Provided individual coaching sessions and call reviews with agents to improve quality, handle time, and schedule adherence metrics.• Had weekly huddles to remind the team of important updates as well as address any trends. Email recaps were sent to the team when multiple members of the team experienced the same issue or when a general reminder was needed.• Encouraged harmony and forming of collaborative relationships within the team. Assisted in in resolving conflicts among team members and reassured the team during times of stress in order to keep them motivated.• Analyzed daily and weekly reports to provide management with trends and ensure trainee metrics improved. Show less

  • Customer Service Supervisor

    Mar 2023 - now

  • Customer Solutions Advocate

    May 2018 - now

  • Training Supervisor- Development

    Sept 2021 - Jan 2022