Jacob Mason
Belville,NC
Summary
Dynamic administrative and operations leader with over 10 years of experience managing high-volume, customer-facing operations and cross-functional teams within regulated environments. Expertise in optimizing scheduling, access, documentation, and performance metrics to enhance operational efficiency. Strong track record in process improvement, KPI tracking, and compliance-driven operations, complemented by effective stakeholder communication. Proven ability to elevate patient and customer experiences while driving consistency across multiple locations and fostering customer loyalty through attentive service.
Overview
17
17
years of professional experience
2
2
Certification
Work History
Lead Customer Counter Sales Agent
Avis Budget Group
03.2017 - 12.2025
- Led daily front-line operations in a high-volume, regulated service environment, serving as the primary point of access for customers across in-person, phone, and digital channels
- Coordinated complex scheduling, reservations, and service workflows to maximize utilization, minimize delays, and improve customer satisfaction
- Ensured strict adherence to corporate policies, documentation standards, and compliance requirements while managing sensitive customer data
- Tracked performance metrics related to throughput, wait times, service quality, and revenue performance; used insights to support operational improvements
- Acted as a senior escalation point for service issues, applying sound judgment, documentation accuracy, and customer-focused resolution strategies
- Supported onboarding and coaching of new team members, reinforcing consistency, accountability, and service standards
- Collaborated with management to implement process improvements that enhanced efficiency, reduced friction, and improved overall access to services
- Delivered exceptional customer service, ensuring satisfaction and repeat business.
Data Coordinator II (Contract)
John Deere Corporation
07.2008 - 02.2017
- Managed large-scale content databases and documentation systems supporting enterprise operations and regulatory standards
- Coordinated updates across multiple stakeholders to ensure accuracy, version control, and compliance with documentation requirements
- Produced and maintained structured workflows within CMS platforms, supporting consistency and audit readiness
- Developed training and support materials to improve adoption, reduce errors, and standardize processes across teams
- Partnered cross-functionally with technical, operational, and business teams to meet quality and delivery expectations
Education
Bachelor of Science - Information Technology
University of North Carolina Wilmington (UNCW)
Wilmington, NC12.2026
Skills
- Multi-Site Administrative Leadership
- Call Center & Scheduling Optimization
- Referrals, Authorizations & Documentation
- Regulatory & Policy Compliance
- KPI Tracking, Reporting & Performance Improvement
- Process Standardization & Change Management
- Cross-Functional & Clinical Partnership
- EMR / CMS / Enterprise Systems
- Staff Coaching, Accountability & Development
Certification
- Data Storytelling, Adobe Education, 2025
- LinkedIn Marketing Strategy, LinkedIn, 2025
Timeline
Lead Customer Counter Sales Agent
Avis Budget Group
03.2017 - 12.2025
Data Coordinator II (Contract)
John Deere Corporation
07.2008 - 02.2017
Bachelor of Science - Information Technology
University of North Carolina Wilmington (UNCW)