Jacob Chastain
Greencastle
Summary
Results-oriented professional specializing in customer support and sales with a focus on training and quality assurance. Successfully resolved escalations and improved operational efficiency, maintaining high customer satisfaction ratings. Skilled in utilizing data tracking to drive insights and enhance service delivery across multiple platforms.
Overview
9
9
years of professional experience
Work History
Independent Contractor
DoorDash, UberEats & Home Project Services
03.2017 - Current
- Maintained a 95%+ customer satisfaction rating while completing time-sensitive deliveries.
- Delivered food orders efficiently to customers using mobile applications.
- Completed residential maintenance and provided tech setup/troubleshooting for clients to ensure functionality and satisfaction.
- Coordinated home project services, ensuring timely completion and customer satisfaction.
- Communicated effectively with clients to confirm order details and special requests.
Facility Support Lead
ShiftMed
10.2023 - 07.2024
- Trained and coached support staff while providing quality assurance feedback and performance guidance.
- Tracked KPIs, CSAT, and QA metrics for leadership reporting, driving insights for process improvement.
- Improved data tracking methods, streamlining support operations for enhanced efficiency.
- Resolved facility-level escalations in fast-paced remote support environment, ensuring timely issue resolution.
Inbound Support Agent
ShiftMed
03.2023 - 10.2023
- Provided 24/7/365 support via phone, chat, and email in a high-growth startup environment.
- Resolved in-app issues for healthcare workers, facilitating smoother caregiver onboarding.
- Addressed payment and account issues efficiently, ensuring timely resolutions for users.
Inside Sales Representative
Guitar Center
09.2021 - 11.2022
- Suggested products and service solutions tailored to customer needs and purchase history, enhancing overall customer experience.
- Identified upsell opportunities, contributing to increased sales and improved customer engagement.
- Handled high-volume inbound calls for orders, tracking, refunds, warranty claims, and general support, ensuring customer satisfaction.
Call Center Representative
KHI Solutions
03.2021 - 07.2021
- Scheduled COVID-19 vaccination appointments in a high-volume call center environment.
- Delivered accurate information and professional service, ensuring data integrity.
- Collaborated with state and local health departments to support public health initiatives.
Sales Representative
Prime Communications
04.2017 - 03.2021
- Ranked among top performers in TV service sales and accessory attachment rates, contributing to overall sales growth.
- Provided tailored wireless, TV, and accessory sales solutions, enhancing customer satisfaction.
- Resolved service and device issues, positively impacting customer satisfaction and retention.
Education
High School Diploma -
Greencastle High School
GreencastleSkills
- Customer Success
- Escalation Management
- KPI & CSAT Tracking
- Quality Assurance
- Client assistance
- Customer Engagement
- Troubleshooting
- Problem Solving
- Zendesk
- Salesforce
- Intercom
- Aircall
- Genesys
- Microsoft Teams
- Slack
- Google Docs
- Outlook
- Team Training
Timeline
Facility Support Lead
ShiftMed
10.2023 - 07.2024
Inbound Support Agent
ShiftMed
03.2023 - 10.2023
Inside Sales Representative
Guitar Center
09.2021 - 11.2022
Call Center Representative
KHI Solutions
03.2021 - 07.2021
Sales Representative
Prime Communications
04.2017 - 03.2021
Independent Contractor
DoorDash, UberEats & Home Project Services
03.2017 - Current
High School Diploma -
Greencastle High School