Jacob Boyd

• Deliver world-class customer support by effectively managing a high volume of technical and billing inquiries, leveraging Salesforce and Microsoft Office Suite for optimal service delivery.
• Act as a primary escalation point for complex Tier 1 technical issues, demonstrating superior problem-solving skills and a commitment to customer success.

Championed customer satisfaction initiatives, resulting in a significant 20% improvement in service ratings through the adoption of empathetic communication and active listening techniques.
Managed and resolved over 50 complex customer inquiries daily through telephone and email correspondence, ensuring swift and efficient issue resolution.

• Steered a high-volume customer service department, implementing effective sales support strategies and licensing protocols that optimized operational efficiency.
• Executed rigorous screening processes to enhance team performance, aligning with company objectives for quality assurance and service excellence.