Jerry Jacob
Auckland,NZ
Summary
Experienced and well-established leader with a proven track record of driving sales growth and delivering exceptional customer service. Demonstrated success in leading both customer service and high-performing sales teams, achieving outstanding results in dynamic and competitive environments. Currently seeking new opportunities in Singapore to leverage expertise and passion for the aviation industry. A visionary and results-oriented professional, known for fostering a positive and collaborative work culture while consistently exceeding targets and driving organizational success. Strong strategic planning, communication, and relationship-building skills, combined with a deep understanding of market trends and customer needs. Committed to delivering excellence and driving customer satisfaction, while continuously seeking innovative ways to elevate performance and exceed expectations in the aviation sector.
Overview
12
12
years of professional experience
Work History
Chief Operating Officer
Brand Developers Ltd
10.2021 - Current
- Oversee day-to-day operations to keep organization running smoothly while meeting business goals.
- Identifying and pursuing business development opportunities to grow organization and increase revenue.
- Monitoring and analyzing industry trends to identify opportunities for organizational growth and competitiveness.
- Managing financial, operational and human resources to optimize business performance.
- Collaborating with legal, accounting and other professional teams to review and maintain compliance with regulations.
General Manager - Global Call Centres
Brand Developers Ltd
01.2021 - 10.2021
- Accomplished General Manager with a successful track record in overseeing global call centres across multiple functional areas including sales, customer service, and debt management.
- Proven ability to consistently achieve key performance indicators (KPIs) and exceed organizational targets by implementing effective strategies and process improvements.
- Expertise in building and leading high-performing teams, fostering a culture of excellence, and driving employee engagement to deliver exceptional customer experiences.
- Proficient in optimizing call centre operations by implementing best practices, technologies, and performance metrics to increase efficiency, reduce costs, and improve customer satisfaction.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
General Manager - DRTV Sales
Brand Developers Ltd
01.2017 - 12.2020
- Accomplished General Manager with a proven track record in driving sales growth and managing high-volume turnover of over $125 million annually.
- Demonstrated ability to develop and implement effective sales strategies, resulting in consistent revenue increases and market expansion.
- Proficient in leading and motivating sales teams to achieve and exceed targets, fostering a culture of performance excellence and accountability.
- Effective communicator with a track record of presenting sales results, forecasts, and strategies to senior executives and board members.
- Demonstrated ability to adapt to changing market dynamics and lead sales teams through periods of growth and multiple industry challenges.
- Developed and executed a sales incentive program that significantly boosted motivation and drove a 25% increase in individual and team sales performance.
Operations Manager
Brand Developers Ltd
10.2016 - 12.2016
- Developed systems and procedures to improve operational quality and team efficiency.
- Experienced in managing cross-functional teams and fostering collaboration between sales, marketing, customer service, and other supporting departments.
- Proven track record in managing and optimizing sales operations, including sales support, order management, inventory control, and logistics.
Senior Sales Manager
Brand Developers Ltd
12.2014 - 09.2016
- Senior Sales Manager with a proven track record of driving revenue growth in a high-volume sales call centre environment leading a team of 22 sales team leaders and 275 sales agents, generating over $10 Million a month in revenue consistently.
- Established ambitious sales targets, managed deployment strategies, and developed go-to-market plans to capitalize on every revenue opportunity.
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
Senior Sales Team Leader
Brand Developers Ltd
05.2014 - 11.2014
- Seasoned Senior Sales Team Leader with a strong track record of successfully managing evening and graveyard shifts of 60 sales agents and 6 sales team leaders in a dynamic call centre environment.
- Proven ability to lead and motivate teams to consistently achieve and exceed sales targets, driving revenue growth and customer satisfaction.
- Skilled in providing effective coaching and performance feedback to enhance the skills and capabilities of sales agents and team leaders.
- Proficient in optimizing shift schedules, resource allocation, and workflow management to ensure operational efficiency and seamless sales operations during evening and graveyard hours.
Sales Team Leader
Brand Developers Ltd
09.2013 - 04.2014
- Successfully led a high-performing sales team in a call centre environment, consistently exceeding monthly sales targets by 20% on average.
- Implemented a comprehensive sales training program that resulted in a 30% increase in sales team productivity and boosting team morale and engagement.
- Led the team to achieve recognition as the top sales team in the organization for three consecutive quarters, resulting in increased revenue and market share.
Customer Service Team Manager - Ground Operations
Virgin Australia
06.2013 - 09.2013
- Successfully led and managed a team of 25 call centre staff, providing round-the-clock support to airline ground operations staff.
- Implemented streamlined communication processes and procedures to ensure seamless coordination between the call centre team and ground operations staff, resulting in improved response times and enhanced operational efficiency.
- Developed and implemented comprehensive training programs for call centre staff, resulting in increased knowledge and proficiency in handling customer inquiries and resolving issues in a timely manner.
- Led the team in consistently meeting or exceeding service level agreements and performance targets set by the airline, thereby maintaining strong relationships with both internal and external stakeholders.
Customer Service Supervisor
Virgin Australia
12.2012 - 05.2013
- Demonstrated expertise in handling escalated/supervisor calls, ensuring swift and effective resolutions, resulting in improved customer satisfaction.
- Utilized quick decision-making abilities to accommodate customers' preferences within established airline processes, enhancing overall customer experience.
- Assisted new hire consultants in meeting and surpassing sales targets while consistently delivering exceptional customer service, contributing to increased revenue and client satisfaction.
- Proactively maintained and optimized key call center metrics, including Average Handling Time (AHT), Average Talk Time (ATT), and After Call Work (ACW), ensuring optimal efficiency and productivity.
- Conducted comprehensive training sessions to develop consultants' customer service skills, improving overall performance and fostering a customer-centric culture.
- Implemented real-time call monitoring practices to identify areas for improvement and provided feedback to consultants, resulting in enhanced call quality and customer satisfaction.
Assistant Trainer
Virgin Australia
09.2012 - 02.2013
- Proficiently managed International Long Haul bookings, ensuring accurate and seamless travel arrangements for clients.
- Generated rosters for the Priority Assistance Desk team in alignment with business forecasts, optimizing resource allocation and ensuring smooth operations.
- Expertly handled group and staff/duty travel bookings during off-hours, ensuring uninterrupted service for clients and internal departments.
- Led training sessions for the entire client account staff (Guest Contact Centre) during a software transition, ensuring smooth adoption and proficiency in the new system.
- Provided training and support to Ground Operations staff for a new project, ensuring successful implementation and adherence to project guidelines.
Subject Matter Expert
Virgin Australia
09.2012 - 11.2012
- Served as a Subject Matter Expert (SME) in the customer service Guest Contact Centre providing expert knowledge and guidance to support agents in handling complex customer inquiries and issues.
- Developed and delivered comprehensive training programs for customer service agents, equipping them with the necessary skills and knowledge to deliver exceptional service and resolve customer concerns effectively.
- Collaborated with cross-functional teams to identify process improvements and implement strategies to enhance the overall customer experience, resulting in increased customer satisfaction scores and improved operational efficiency.
- Acted as a resource for agents, providing real-time support and guidance during challenging customer interactions to ensure prompt resolution and maintain a high level of customer service.
- Monitored customer service metrics and analyzed data to identify trends, areas for improvement, and opportunities to enhance service quality, contributing to continuous improvement efforts within the Guest Contact Centre.
Customer Service Professional
Virgin Australia
07.2012 - 08.2012
- Experienced Customer Service Professional with a strong track record in the Virgin Australia Guest Contact Centre, providing exceptional service to customers and ensuring a positive experience throughout their journey.
- Proficient in handling a wide range of customer inquiries and concerns, resolving issues promptly and effectively to maintain high levels of customer satisfaction.
- Demonstrated ability to adapt to challenging situations, remaining calm and composed while delivering empathetic and personalized service to meet customer needs.
- Skilled in utilizing various customer service systems and tools, including CRM platforms and airline-specific software, to efficiently manage customer interactions and maintain accurate records.
Customer Sales and Service Expert
Equifax
05.2011 - 04.2012
- Successful experience in an inbound-based BPO environment, consistently meeting sales targets and client metrics, driving revenue growth.
- Committed to delivering excellent customer service, ensuring a positive and personalized experience for each customer interaction.
- Proven ability to meet Average Handling Time (AHT), Average Talk Time (ATT), and After Call Work (ACW) times, optimizing efficiency and productivity.
- Skilled in identifying upselling and cross-selling opportunities, maximizing sales revenue and enhancing customer value.
- Recognized as the "Global Best Seller" in December 2011, exceeding sales targets and achieving the highest sales percentage, demonstrating exceptional sales performance and dedication.
Skills
- Client Rapport-Building
- Program Promotion
- Executive Leadership
- Collateral Management
- Profitability Assessments
- Monitoring Outcomes
- Sabre Software
- Client Relationships
- Customer Care
- Business Management Principles
- Sales Expertise
Timeline
Chief Operating Officer
Brand Developers Ltd
10.2021 - Current
General Manager - Global Call Centres
Brand Developers Ltd
01.2021 - 10.2021
General Manager - DRTV Sales
Brand Developers Ltd
01.2017 - 12.2020
Operations Manager
Brand Developers Ltd
10.2016 - 12.2016
Senior Sales Manager
Brand Developers Ltd
12.2014 - 09.2016
Senior Sales Team Leader
Brand Developers Ltd
05.2014 - 11.2014
Sales Team Leader
Brand Developers Ltd
09.2013 - 04.2014
Customer Service Team Manager - Ground Operations
Virgin Australia
06.2013 - 09.2013
Customer Service Supervisor
Virgin Australia
12.2012 - 05.2013
Subject Matter Expert
Virgin Australia
09.2012 - 11.2012
Assistant Trainer
Virgin Australia
09.2012 - 02.2013
Customer Service Professional
Virgin Australia
07.2012 - 08.2012
Customer Sales and Service Expert
Equifax
05.2011 - 04.2012
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