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Summary

My name is Jacob Land, and I am seeking to provide the state of Texas with my experience in customer service. Over the past nine years I have been a member of various call center and work-from-home teams that provided efficient and excellent service for my company's clients and their patrons. The experiences with my current employer have allowed me to develop as someone who can react quickly and adapt to the ebb and flow of volume that call centers experience. I am well versed in the concepts of call control, deflection, average handle times and the need to provide consistent quality on every call. It is my responsibility to multitask and use my time efficiently to bring a speedy and satisfactory result for my company and my customer every time.

Through my career providing support and assistance, I have gained experience in  a supervisory role, assisting my fellow team members and allowing them to resolve their customer's issues on time and effectively. Communicating with my fellow supervisors and my team leader, we make a game plan together and are able to focus our energy in bringing call times down and ensuring satisfaction for all of those who field calls on my team. I take great pride in helping my co-workers achieve their goals and manage them through crises they may experience. Each call is important and requires focus and diligence.

It is my hope that my experience and skills will be a benefit to you, and it would be my pleasure to join you as an employee and member of the team. Thank you for your consideration.

Work History

Feb 2017Present

Apple, Inc through Kelly Services

Apple, Inc

I work with the logistics section of Apple Operations, tracking packages that have not been received by the customer or retail store. In the course of my duties I am required to use SAP to discover the details of these orders, communicate with many carriers and investigate whether or not the items can be returned to Apple, delivered or if a claim can be initiated for the lost items. Service levels are expected to be maintained, and all avenues exhausted to ensure the customer receives a satisfactory experience. I work through Kelly Services as a temporary employee and there is currently no temp-to-hire open at Apple.

Sep 2009Feb2017

Technical Support Representative Level II

teleNetwork

My employment at Telenetwork required me to field incoming customer service requests over my software phone and previously my Mitel phone using a headset, and later softphone. This job is a very fast-paced customer service environment where I must make critical decisions with accuracy that my customer’s requests be answered accurately and promptly. This job requires use of word processors such as Microsoft Word, configuration and use of clients such as Microsoft Outlook as well as updating records through each company’s proprietary software. For each call extensive notes must taken outlining the events of the call, every call requires updating confidential customer records that include social security, address and credit card information as well as history of customer interactions. I am required to answer calls as supervisor and assist irate customers who have unresolved issues and provide resolutions as well as explain company policy and federal law every day. I am accustomed to a call center environment that requires understanding call control, quality assurance, metrics and call flow to ensure all company standards and local, state and federal laws are adhered to by me and my co-workers. I have experience composing correspondence to our clients and preparing reports for technicians, as well as setting priorities and organizing workload relating to call management, as well as meeting deadlines set by my team leader.

Apr 2008Jan 2009

Inbound Technical Support Representative Level II

Harte-Hanks Austin

My temporary employment with Volt became full time with Harte-Hanks, a job that provided experience in a fast-paced customer service environment fielding customer requests over the phone and by email for technical support. As a representative of the company I was required to work with highly confidential records and information including addresses, credit card information and customer history. I was required to understand metrics, call control and customer satisfaction while maintaining company policy and requirements. I was required to keep extensive notes on every call and follow procedures, as well as update records and notify customers of said policies. I was promoted to the position of supervisor and as such fielded calls of distressed, irate and unresolved clients to whom I would explain policy and resolve issues using the resources provided.

Reason For Leaving: I was forced to resign due to the prolonged illness of a family member to aid in their care and recovery.

Dec 2007Mar 2008

Inbound Technical Support Representative (temporary)

Volt Technical Information Sciences

Volt Information Services was the temporary employment agency for Harte-Hanks working as technical support for Xbox and Xbox Live, a job that provided experience in a fast-paced customer service environment fielding customer requests over the phone and by email for technical support. As a representative of the company I was required to work with highly confidential records and information including addresses, credit card information and customer history. I was required to understand metrics, call control and customer satisfaction while maintaining company policy and requirements. I was required to keep extensive notes on every call and follow procedures, as well as update records and notify customers of said policies.

Reason For Leaving: I was hired full-time by Harte-Hanks.

Nov 2005Jun 2006

Direct Care Provider

Draco Services

While working at Draco Services my job function was the care and well-being of
those with special needs, including bathing, food preparation, safety and supervision.
This required knowledge of local, state and federal legislation pertaining to the
treatment and care of our clients as well as their safety which was to be followed
strictly every day. Unit rules and regulations were also to be followed based on the
policies of Draco Service for providing care for their clients.

Reason For Leaving: I left due to personal reasons involving the death of an immediate family member.

Education

20032003

General Educational Development Diploma

Austin Community College
19992001

Secondary Education

Bowie High School

Hobbies

I enjoy tabletop board games and roleplaying games, as well as travel and experiencing new cuisine with my wife Wendy. In my spare time I like a good book and learning technical hobbies such as programming. Currently I am attempting to learn how to crochet with the help of my wife, Wendy.