Brice Jacobs
El Cajon
Summary
Professional with 14 years of experience in customer service operations and team management. Expertise in CRM platforms such as Zendesk and Salesforce, alongside data analysis and communication tools. Proven track record in enhancing workflows, boosting customer satisfaction, and increasing retention rates. Combines technical skills with effective communication to optimize operations and achieve business objectives.
Overview
15
15
years of professional experience
Work History
Operations & Office Manager
Zoklean Technologies LLC
El Cajon
01.2016 - Current
- Directed end-to-end operations including scheduling, payroll, invoicing, and contract administration for a growing service company.
- Delivered responsive, multi-channel customer support to hundreds of clients weekly, maintaining approximately 85% retention through proactive issue resolution and follow-up.
- Oversaw logistics, vendor coordination, and supply chain workflows to ensure timely project fulfillment.
- Leveraged CRM and collaboration platforms to streamline client interaction workflows, improving follow-up speed and service consistency.
- Implemented process improvements that reduced errors and improved turnaround times, driving measurable service gains.
Customer Service Lead
ProFlowers
San Diego
01.2014 - 01.2016
- Led a high-volume call center team, balancing daily coaching with frontline support to maintain service standards during seasonal surges.
- Assisted customers with orders, billing, and product inquiries, ensuring rapid, effective resolutions.
- Trained and mentored new hires, supporting onboarding and performance tracking to raise service standards.
- Acted as an escalation point for complex issues, resolving conflicts and maintaining high satisfaction scores.
Executive Management Director
DJ2 Entertainment (now Story Kitchen)
Santa Monica
01.2011 - 01.2014
- Directed daily operations for a production studio, coordinating scheduling, vendor relationships, and contracts that improved project delivery timelines by 15%.
- Oversaw logistics and administrative workflows for media projects and executive initiatives.
- Supported leadership in planning, budgeting, and executing production deliverables on tight timelines.
Education
Associate of Arts (AA) -
San Diego Mesa College
San DiegoDiploma -
San Diego High School
San DiegoSkills
- SaaS support and client success
- Data analysis and insights
- Multi-channel communication
- Workflow optimization
- Technical troubleshooting
- Cross-functional collaboration
- Office and Google tools
- Digital communication platforms
- Administrative operations
- Customer relationship management
Websites
Highlights And Core Skills
- Maintained approximately 85% client retention through proactive issue resolution and personalized customer support.
- Directed operational improvements that reduced administrative errors by 20% and improved response time.
- Led service team initiatives that increased efficiency and turnaround by 15%.
- CRM Platforms (Zendesk, Salesforce, Microsoft CE)
- SaaS Support & Client Success Strategy
- Data Analysis & Customer Insights
- Multi-Channel Communication (Phone, Email, Chat, Text)
- Workflow Optimization & Process Improvement
- Technical Troubleshooting & Documentation
- Cross-Functional Team Collaboration
- MS Office
- Google Workspace
- Slack
- Zoom
- Teams
References
References available upon request.
Timeline
Operations & Office Manager
Zoklean Technologies LLC
01.2016 - Current
Customer Service Lead
ProFlowers
01.2014 - 01.2016
Executive Management Director
DJ2 Entertainment (now Story Kitchen)
01.2011 - 01.2014
Associate of Arts (AA) -
San Diego Mesa College
Diploma -
San Diego High School
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