JACOB CLEPPER
Summary
Client Relations Specialist with experience in communication, conflict resolution, and high volume customer support. Recognized for producing clear written communications, resolving escalated issues, coordinating across teams, and building strong relationships with customers, partners, and stakeholders. Thrives in fast paced environments.
Overview
8
8
years of professional experience
Work History
Retail Store Manager
T-Mobile / Luna Wireless
Carlisle, USA
2024.06 - Current
- Primary contact for customer communications, appointments, and B2B partnerships while sustaining 91% customer retention.
- Transformed a bottom 10% location into the company's #1 store within two months and maintained top performance through coaching and communication.
- Prepared performance communications for an eight-store district, translating data into actionable guidance.
- Led recurring one on one and team meetings to align priorities and improve execution.
Lead Technician & Warehouse Supervisor
Petra Tools
Carlisle, USA
2021.01 - Current
- Resolved 10,000+ customer support cases with a 9.7/10 satisfaction rating and top service ranking.
- Managed escalations and coordinated communications between U.S. teams, overseas support, suppliers, and shipping partners.
- Created SOPs that standardized customer communication and escalation workflows.
- Produced concise operational briefings from recurring support trends.
Buying & Hiring Manager
PGS (E-commerce)
Carlisle, USA
2019.01 - 2021.12
- Scaled operations from 3 to 15 employees during rapid company growth.
- Managed $30K in weekly purchasing while maintaining a 24-hour inventory cycle.
- Recruited and onboarded more than half of the company's workforce.
Education
B.S. - Secondary Education (English)
University of Valley Forge
Skills
- Client & stakeholder support
- Escalation management
- Written & verbal communication
- Relationship building
- Event & schedule coordination
- Process improvement
- Microsoft Excel
- Power BI
Timeline
Retail Store Manager
T-Mobile / Luna Wireless
2024.06 - Current
Lead Technician & Warehouse Supervisor
Petra Tools
2021.01 - Current
Buying & Hiring Manager
PGS (E-commerce)
2019.01 - 2021.12
B.S. - Secondary Education (English)
University of Valley Forge