Jacob Schwartz
Casselberry,Florida
Summary
Talented Vice President of Customer Experience with strong analytical and employee development skills with 12 years of experience who thrives in a fast-paced, dynamic environment. Passionate about motivating employees, improving operational processes, and using effective business communication skills to build customer loyalty. Has the ability for building and launching customer service sites. Innovative, creative, and strong presenter with experience leading training classes, company presentations, and development courses. Proven ability to develop employees into successful career minded individuals and generate growth within the departments managed. Site creation/management skill set and culture driver.
Overview
14
14
years of professional experience
Work History
Vice President, Customer Experience
3Commas
03.2021 - 12.2023
- Interview, hire and scale team with a 25% positive attrition rate.
- Improved 3Commas customer satisfaction rating from 81% to 93%.
- Conduct quarterly employee reviews and create action plans for areas of improvement.
- Analyze customer and sales data on a regular basis and determine the effectiveness of various marketing campaigns.
- Responsible for Strategy, KPIs, and Operational spending for Customer Experience department.
- Initiated performance management discipline and built an OKR model used by the company.
- Created and coordinated product and marketing partnership feedback loops.
- Created a budget for the support department and maintained OpEx tracking.
- Reduced tickets per monthly active user by elimination and automation efforts from 25% to 6%
- Negotiated and procured necessary tools for scale.
Senior Manager of Enablement
Robinhood
03.2020 - 03.2021
- Built department focused on operational readiness for Customer Experience
- Company savings of $10.3 million from business procedure enhancements
- Developed program management procedure and CX wire framework
- Developed and maintained feedback loops between CX & Product / Engineering
- Managed the knowledge base, reducing Average Handle Time by 22% while maintaining a 96% SOP rating
- 32% positive attrition rate, 97% Employee Satisfaction rating
- Reduced cases facing agent through item based triage and bulk auto respond tools by 26%
- Lead a team of 22 program managers responsible for business process improvement, product launch readiness, rapid sev response, and knowledge management
Senior Manager of Customer Experience
Robinhood
12.2017 - 03.2020
- Lead the Lake Mary site, responsible for staff of 200+ internal FTE and 500 across 4 BPO sites
- Built infrastructure surrounding customer support including but not limited to (Quality Assurance, Workforce Management, Training and Development)
- Developed management training and leadership classes for the company resulting in 36% promotion rate. ● Improved per rep efficiency from 52 ticket solves per day to 94 ticket solves per day
- Improved company CSAT score from 38% to 83%
- 96% Happiness rating within department
- Reduced cases per weekly active user by 15%
- Prepared budget, P&L, vendor tool cost forecast
Senior Manager of Customer Experience
SquareTrade
05.2015 - 12.2017
- Launched center of excellence from ground up to 200 employees.
- Develop Management onboarding and expectation setting for leadership group
- Coordinate with Human Resource management to develop and implement policies and SOPs
- Performance management and development of 2 operations managers, 8 team managers, 10 floor supervisors, 200 inbound specialists
- Positive attrition rate 20% of staff
- Identified and developed projects to reduce efficiency gaps affecting the business in order to reduce costs
- Re-created call flow resulting in a 40% reduction in Average Handle Time
- Improved successful troubleshooting rates from 7% to 35%
- Improved in/out of office shrinkage from 47% to 26%
- Florida’s success was a tremendous part in signing Target as a client and becoming the biggest Allstate Acquisition in its history
Senior Vendor Service and Sales Operations Manager
TimePayment
03.2014 - 03.2015
- Built customer service process and scaled team
- Responsible for learning and development content creation
- Generated a $13 million direct vendor revenue increase from year over year (27% Increase)
Learning and Development Manager
Aspire Lifestyles
08.2009 - 03.2014
- Created and managed facilitation of employee training classes regarding internal content and process integration
- Generated 30% improvement in voice of the customer survey scores
- Promoted 3 times in 5 years at Circles Company Associates Inc.
- Increased productivity of new hires 25% in requests handled per hour
Education
Bachelor of Science - Psychology
University of Central Florida
Orlando, FL06.2009
Skills
- Experience with CRMs
- Advanced knowledge of Excel
- Experience in evaluating Key Performance Indicators (KPIs)
- Staffing and training
- Skilled in call center operations and management
- Strong problem-solving aptitude and communication skills
- Exceptional workflow management
- Amazing presentation skills
- Department and customer service site launching
Timeline
Vice President, Customer Experience
3Commas
03.2021 - 12.2023
Senior Manager of Enablement
Robinhood
03.2020 - 03.2021
Senior Manager of Customer Experience
Robinhood
12.2017 - 03.2020
Senior Manager of Customer Experience
SquareTrade
05.2015 - 12.2017
Senior Vendor Service and Sales Operations Manager
TimePayment
03.2014 - 03.2015
Learning and Development Manager
Aspire Lifestyles
08.2009 - 03.2014
Bachelor of Science - Psychology
University of Central Florida
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