Jacob Ullasa kumar
Dublin
Summary
An individual with a strong interest in technology and plan to use prior experiences in marketing. Knowledge in business practices, and workflow in E-commerce. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service
Overview
7
7
years of professional experience
Work History
Senior Customer Support Specialist
HubSpot
Dublin
01.2023 - Current
- Taking ownership of the phone calls and making sure to exhibit SFTC. Involving with other teams and increasing cross-functional discussion.
- Proving Growth mindset by supporting the team and also participating in programs/projects.
- Building and maintaining relationships, managing expectations, and identifying issues that require escalation.
- Involving with other teams and increasing cross-functional discussion
- Cultivated relationships with key stakeholders to ensure smooth operations across departments.
- Collaborated closely with other teams to develop strategies for resolving escalated issues quickly.
- Proving Growth mindset by supporting the team and also participating in programs/projects
Customer Support Specialist
HubSpot
Dublin
10.2021 - 12.2022
- Partnering with our customers and effectively resolving issues through chat, email, and phone
- Maintain ownership of cases from initial contact through resolution
- Collaborating with the Product and Engineering teams
- Upselling and creating number of Service qualified Leads as and when the opportunities are identified.
Night Team Leader
TaskUs
Dublin
01.2021 - 09.2021
- Managing the day to day planning of operations of the team
- Leading a high-performing team through an exciting transition to build problem-solving, critical thinking, analytical and technical capabilities which enables the department to develop deeper, more scalable solutions
- Playing an integral part in the Dog-fooding process and assisting in developing the policy guidelines with the client's projects
- Creating Simulation sessions, User Acceptance Trainings (UATs) to identify the potential gaps in the product before launch
- Playing an integral part in the Dog-fooding process and assisting in developing the policy guidelines with the client's projects
- Identifying actionable insights, suggesting recommendations, influencing team strategy and implementing strategic plans, policies and procedures
- Coaching, mentoring and developing team members' performance, offering feedback and demonstrating the desired skills and expected work ethic
- Delegate the required tasks to the appropriate Team member in order to determine areas of opportunity and the appropriate steps to improve on them.
Client / Quality Analyst
TaskUs
Dublin
08.2020 - 12.2020
- Communicating clearly with agents the importance of productivity/ precision and help coach them on how to succeed with the same
- Assist client product and engineering teams to identify and diagnose app-related bugs to fix and improve the product experience for our customers
- Conducting an audit per agent on a daily basis across chats and other service types
- Being flexible and adaptable to the business needs whilst assisting the TLs when required
- Support to the operations team by taking up Shift Lead position on a regular basis
- Supporting or being the go-to person in case of Team lead's absence
- Contributing to the feedback process involving agents and also putting forth the metric insights for project stakeholders in an organized manner
- Conducting an audit per agent on a daily basis across chats and other service types
- Side by side monitoring and performing feedback sessions with Teammates and Team Leaders
- Submitting weekly and monthly quality reports, identify any potential quality issues per defined process, and escalate quality issues immediately to management.
Customer Service Advisor
ABTRAN
11.2019 - 07.2020
- Managing large amounts of inbound and outbound calls in a timely manner
- Identify customers' needs, clarify information, research every issue, and provide solutions and/or alternatives
- Upselling other products while also working with other teams within the organization.
Ads Content Moderator/Quality Analyst
AMAZON
03.2017 - 08.2018
- Point of contact for internal and external escalations while managing stakeholder expectations
- Designing and implementing an overall risk management process for the organizations, which includes an analysis of the financial impact on the company when risks occur
- On-Call with stakeholders to provide clarity, take suggestions a modify the process
- Provided operational support for the high-volume revenue-driven platform.
Education
Master of Science - Management & Marketing
University College Cork
Cork, Ireland01.2019
Bachelor of Engineering - Mechanical Engineering
Atria Institute of Technology, Bangalore
01.2017
Skills
- Customer Service
- Process Improvements
- Planning
- Microsoft Excel
- Digital Marketing
- Research
- Hubspot
- Management Process
- Management
- Operations
- Critical Thinking
- Upselling
- Customer Support
- Communications
- Risk Management
- Email Marketing
- Sales Support
- Escalation management
- Inbound and Outbound Calling
- Product Knowledge
- Problem-solving abilities
Languages
English
Timeline
Senior Customer Support Specialist
HubSpot
01.2023 - Current
Customer Support Specialist
HubSpot
10.2021 - 12.2022
Night Team Leader
TaskUs
01.2021 - 09.2021
Client / Quality Analyst
TaskUs
08.2020 - 12.2020
Customer Service Advisor
ABTRAN
11.2019 - 07.2020
Ads Content Moderator/Quality Analyst
AMAZON
03.2017 - 08.2018
Master of Science - Management & Marketing
University College Cork
Bachelor of Engineering - Mechanical Engineering
Atria Institute of Technology, Bangalore
Similar Profiles
Anthony R. GiorgiAnthony R. Giorgi
SMB Account Executive at HubSpotSMB Account Executive at HubSpot
Sandra WergenSandra Wergen
Senior Partner Development Manager at HubSpotSenior Partner Development Manager at HubSpot
Riley McGerrRiley McGerr
Mid Marketing Business Development Representative at HubSpotMid Marketing Business Development Representative at HubSpot
RYAN PALMERRYAN PALMER
Account Executive at HubSpotAccount Executive at HubSpot
Savanna MoranSavanna Moran
Warehouse Operations Lead at COCO The ShopWarehouse Operations Lead at COCO The Shop