Jacob Embuscado
Davie,FL
Summary
Experienced Senior Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems.
Overview
6
6
years of professional experience
Work History
CX Senior Associate
The Farmer’s Dog
10.2022 - 02.2024
- Trained CX Associates on new processes.
- Increased customer service success rates by quickly resolving issues.
- Conducted 1:1 trainings to review metrics and areas of opportunity
- Trained and mentored junior staff on customer service strategies and techniques.
Customer Service Writing Team Lead
GameStop
10.2021 - 10.2022
- Coached team members in techniques necessary to complete job tasks.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
CS Brand Coordinator
Chewy.com
07.2018 - 10.2021
- Facilitate In-Person Brand Trainings
- Gathered data from courses to determine retention and trends based on overall scores
- Managed event planning for promotional activities, ensuring a professional representation of the brand at all times.
- Spearheaded product launches, coordinating cross-functional teams to ensure smooth execution and maximum impact.
- Enhanced brand awareness by managing and executing strategic marketing campaigns.
- Optimized internal social media presence for increased engagement with target audiences, utilizing effective content creation and curation techniques.
Education
Bachelor’s of Science in Journalism and Communications -
The University of Florida
Gainesville, FL08.2017
Skills
- Performance monitoring
- Management Support
- Project Reporting
- Project Management
- Team Supervision
- Proficient in All Microsoft Office Applications, multiple LMS, InDesign, WordPress, Magento, Photoshop
Timeline
CX Senior Associate
The Farmer’s Dog
10.2022 - 02.2024
Customer Service Writing Team Lead
GameStop
10.2021 - 10.2022
CS Brand Coordinator
Chewy.com
07.2018 - 10.2021
Bachelor’s of Science in Journalism and Communications -
The University of Florida
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