Jacob Mckim
Papillion,NE
Summary
Experienced professional with twenty five years of experience and a record of success in multiple industries. Exceptional history of balancing team performance, customer service targets and business objectives. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Decisive leader with good planning and organizational skills.
Overview
13
13
years of professional experience
Work History
Supervisor, Contact Center
Prime Therapeutics
Omaha, Nebraska
09.2017 - 10.2018
- Directed and supervised team of 45 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Set specific goals for projects to measure progress and evaluate end results.
Sr. Team Leader – Interim Global Partner Manager
PayPal Inc, PayPal Malaysia Sdn Bhd
Omaha Nebraska; Kuala Lumpur, Malaysia; Manila, Philippines; Orlando, Florida
10.2011 - 09.2017
- Developed strategies for improving customer service levels, productivity and efficiency.
- Leader of staff of over 3,000 across multiple contact centers.
- Maintained relationships with key stakeholders, clients, and customers to ensure satisfaction with services provided.
- Managed daily operations of the business including budgeting, forecasting, financial analysis, staffing, and customer service.
- Negotiated contracts between partners or vendors in order to obtain favorable terms for the company.
- Provided leadership and guidance to team members while encouraging collaboration across departments.
- Analyzed data from various sources in order to identify areas of improvement within the organization's processes or procedures.
United States Navy
Corpus Christi, Tx; Manama, Bahrain
05.2005 - 03.2010
- Leading Petty Officer for Combat Division, leading 30 Sailors as an E5.
- I assisted wounded warriors with transitioning from the military to the civilian workforce.
- Worked successfully with a diverse group of coworkers to accomplish goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Maintained updated knowledge through continuing education and advanced training.
Manager, Contact Center – WFH
Prime Therapeutics
Home
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Established processes to ensure efficient workflow throughout the organization.
- Provided leadership during times of organizational change or crisis situations.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Established and managed yearly budgets of up to $1,500,000.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement, while maintaining industry-leading internal engagement scores.
- Medicare and Medicaid Grievance and Appeals and Commercial Complaints Manager overseeing workload, performance guarantees, and timeliness of workflow.
- White Glove Concierge Team Manager, where we developed a concierge product within the Pharmacy Benefit Manager Space that generates an additional $300,000 in annual revenue.
Education
AS Business -
Metropolitan College
02.2012
Skills
- Operations Management
- Performance Management
- Strategic Planning
- Financial Management
- Staff Development
- Key Performance Indicators
- Cross-functional team management
- Innovation management
- Complex Problem-Solving
- Staff Training and Development
Timeline
Supervisor, Contact Center
Prime Therapeutics
09.2017 - 10.2018
Sr. Team Leader – Interim Global Partner Manager
PayPal Inc, PayPal Malaysia Sdn Bhd
10.2011 - 09.2017
United States Navy
05.2005 - 03.2010
Manager, Contact Center – WFH
Prime Therapeutics
AS Business -
Metropolitan College