Jaime Jacob

📧 [email protected]

🔗 https://jlj.pt

📞 (+351) 91 106 40 91

🌎 Caldas da Rainha, Portugal

Summary

I’m a passionate creative with a deep love for music, technology and the visual arts, with vast experience in Customer Service, Success and Technical Support.

I excel in customer relationships, and optimization of services and products by smart use of automations and data-driven analytics to fuel product and processes development, improvement and implementation from a customer-centric perspective.

I have a generalist skillset with a focus on Web, Front-end Development & Design (HTML, CSS, Javascript/React, WordPress, Ghost, Squarespace, Shopify), Domain Names, DNS, Web Hosting, as well as Visual Storytelling & Prototyping data by use of smart databases and design, often with  Adobe Photoshop and Figma.

I'm also a classical violinist and a music teacher with a Bachelor's Degree is Music - Violin, and my hobbies include spending time with family and my cat, drawing/painting, gaming & cooking!


Professional Experience

Customer Success Manager

Epik.com
June 2021 – Present

While providing dedicated technical support to customers, I oversee a team of 19 Customer Success Representatives, where I’m responsible, together with the Management Team, for the onboarding, training, supporting and evaluating the staff, monitoring customer interactions in order to keep an elevated standard of quality, and identifying problems and solutions to customer issues and product shortcomings. To meet these goals, I’ve developed several systems and processes, and implemented changes such as:

  • Development of the new Customer Knowledge Base / Help Section, writing over 30,000 words across 40+ articles on all registrar products.
  • Development of the Customer Success KPIs & Database, tracking and visualizing data such as total customer interaction volume breakdowns, sales, reviews, internal projects, training materials and more.
  • Development of the Customer Success Internal Documentation, with centralized information such as Team Rooster & Calendars, Team Meeting Notes, Submissions and Questions, featuring over 12,000 words across many topics such as DNS, Registrar Protocols, Product Knowledge and more.

Product Lead - Shared Hosting

Epik.com
February 2022 – Present

In my role as Product Lead for Epik.com’s Shared Hosting products, I am responsible for the project management of the new hosting plans for our customer base, working on research, conception, branding, writing and detailing the plans’ marketing text & features, as well as the creation of tracking databases and KPIs to evaluate the changes and updates. I work directly with the developer and design teams in order to bring updates to production, and articulate & solve/improve UX & UI problems.

Customer Service Representative

Epik.com
February 2021 – June 2021

As a Customer Success Representative, I use my knowledge of the Registrar Products, DNS, Hosting & Web Design/Development to provide general and technical support to customer inquiries via real-time chat, phone or tickets/email. Additional duties included Website Migrations, technical troubleshooting in PHP-based CMS’s such as WordPress and PrestaShop, and qualified advice to customers in hosting & domain operations.

Violin Teacher

Lugar Da Música
September 2019 – Present

Violin & Music Theory teaching to students from all ages.

Junior Shift Manager

Gastronomia do Príncipe Real
July 2019 – December 2020

As a Shift Manager, my tasks included overall Team Management, Customer Service, Stock Maintenance and Ordering, Quality Control & Supervision and Processing of Payments and Invoices.


Education

Escola Superior de Música de Lisboa

Bachelor's Degree | Music - Violin
2016 – 2020

Escola Artística de Música do Conservatório Nacional

Music Performance | General
2013 – 2016

Academia de Música de Tavira

Violin
2011 – 2013

Escola Secundária Dr. Jorge Correia

High School Diploma, Art/Art Studies, General
2009 – 2012


Skills

DNS & Domain Industry ⭐️⭐️⭐️⭐️⭐️

Being involved in the domain industry for over 6 years, I’ve gained the experience of not only the domain industry as a whole, but also the technical aspects of the Domain Name System, routinely troubleshooting edge cases.

Being involved in the domain industry for over 6 years, I’ve gained the experience of not only the domain industry as a whole, but also the technical aspects of the Domain Name System, routinely troubleshooting edge cases.

Shared & Dedicated Hosting ⭐️⭐️⭐️⭐️

I’m proficient in launching Shared Hosting operations in several interfaces such as WHM/cPanel, and am knowledgeable in the deployment of Virtual Private Servers & Dedicated Servers.

Web Design & Development ⭐️⭐️⭐️⭐️

As a geek and an early web enthusiast, I’ve learned on my own through trial and error over the course of many years as I’ve tried to create different projects. I’ve thus built a substantial knowledge of Web Design & Development, with a combination of skills in the use of applications such as Adobe Photoshop, Figma, WordPress, Ghost and HTML/CSS to build different types of websites.

Zendesk ⭐️⭐️⭐️⭐️⭐️

In-depth knowledge of Zendesk from the Agent and Administrator perspectives, familiar with setting up different views for different groups, macros, properties and triggers.

Airtable ⭐️⭐️⭐️⭐️⭐️

Proficient in setting up smart databases and automations, dynamic integrations with different CMS’s and applications, as visual interpretations of the data via interfaces to drive solutions for team operations and customer issues.

WordPress ⭐️⭐️⭐️⭐️⭐️

In-depth familiarity with the CMS from a design and development perspective, having the capability of building all major types of websites with a strong grasp on the plugin and theme ecosystems, as well as troubleshooting major WordPress issues with knowledge of the file structures and server dynamics.

Slack & Rocket Chat ⭐️⭐️⭐️⭐️

Extensive use of both platforms as the base layer of communication between teams and projects.

Google Ecosystem ⭐️⭐️⭐️⭐️

Deep knowledge of the Google tools, with a focus on Google Workspace, Calendar, Docs, Sheets, Meet, Search Console & Analytics.

Adobe Photoshop ⭐️⭐️⭐️⭐️

A long term user of Photoshop, I use it to prototype visual mockups and ideas in order to create custom graphics for presentation materials, examples for workshops and media/memes for staff training.

Jira ⭐️⭐️⭐️

Capable use of JIRA as a project lead to track and assign tasks, deadlines, deliverables from staging to production.

Ghost ⭐️⭐️⭐️

Using self-hosted Ghost as an alternative to WordPress for lightweight, fast and secure text-based websites.

Figma ⭐️⭐️⭐️

Using Figma to prototype UI and UX websites and app ideas, as well as to convey design goals and flows to the design and development teams.

Customer Service ⭐️⭐️⭐️⭐️⭐️

All my work from my summer jobs as a supermarket clerk, my “real” jobs, to my music, web design, projects and my current roles are customer focused because I’m fundamentally a people-focused individual. I’m empathetic and am able to conduct myself differently based on the customer’s personalities and expectations, adopting different tones and formats to build the best customer relationship possible.

Team Dynamics & Leadership ⭐️⭐️⭐️⭐️

A solid team player, I’m the first to jump at the opportunity to assist my teammates. I push to create a safe working environment and provide all the tools my team needs and deserves to succeed at their job. Leading by example in customer interactions, encouraging my peers to be the best version of themselves and making sure the resources and processes are in place to excel.