Looking for a job

Mitchum Jacobs

@mitchumjacobs

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I resolve high-volume guest inquiries using AI-powered support tools and strong customer empathy.

Sri Lanka

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What I'm looking for

I'm looking for a customer or guest support role where I can use AI-assisted tools, resolve complex inquiries, improve support workflows, and deliver strong experiences for diverse customers.

I'm currently supporting guests at Beacon across the USA, Canada, Australia, and Europe, using AI-powered customer support platforms to deliver timely, accurate resolutions.

I handle high volumes of inquiries across time zones, resolve complex issues independently, and maintain performance across response time, resolution rate, and guest satisfaction KPIs.

Previously, I delivered frontline customer service and sales support at a Dialog franchise, handling 40+ customers daily, de-escalating difficult situations, and building customer relationships.

My earlier work includes sales support at Godrej Households Head Office and developing courses, games, and content at Creative Software. I bring experience in customer care, guest experience, sales, content development, and AI-assisted workflow improvement.

Experience

Work history, roles, and key accomplishments

Current

Guest Support Agent

Current

Beacon

Mar 2025 - Present (1 year 7 months)

Successfully supported guests from the USA, Canada, Australia, and Europe using AI-powered customer support platforms to deliver timely and accurate resolutions. Handled high-volume guest inquiries across multiple time zones while maintaining consistent service quality and response standards.

AI Powered Customer Support Guest Support Multilingual Communication Problem Solving KPI Management

Frontline Customer Service Agent

Dialog-Franchise

Dec 2023 - May 2024 (5 months)

Delivered effective customer resolution and high satisfaction levels as a Frontline Officer over a six-month period. Managed all foreign customer inquiries and sales engagements with professionalism, handling an average of 40+ customers per day.

Customer Service Sales Interpersonal Skills De escalation

Associate Content Developer

Creative Software

Jan 2022 - Dec 2023 (1 year 11 months)

Involved in designing courses for clients as well as independent courses. Also involved in designing games and content for games dependent on and independent from the courses.

Content Development Course Design Game Design

Sales Support Officer

Godrej Households Head Office

Jan 2019 - Dec 2021 (2 years 11 months)

Communicated with area sales managers and sales reps on products required for stores. Used SAP system for billing goods to logistics for delivery to stores.

SAP Sales Support Communication Skills Logistics