Jacob Shields serves as the Director of Customer Experience & Technology at DojoNetworks, where he leverages his extensive expertise in operations management and customer service to drive transformative initiatives. With a proven track record in implementing productivity-enhancing strategies, Jacob is instrumental in shaping the company’s...
Jacob Shields serves as the Director of Customer Experience & Technology at DojoNetworks, where he leverages his extensive expertise in operations management and customer service to drive transformative initiatives. With a proven track record in implementing productivity-enhancing strategies, Jacob is instrumental in shaping the company’s customer experience framework. His role encompasses overseeing Support and Network Operations, where he not only leads the hiring, training, and mentoring of team members but also ensures that customer experience strategies are effectively developed and executed.
One of Jacob's key projects includes the management of a third-party call center, which is pivotal in maintaining high standards of customer support. By utilizing his in-depth knowledge of call center administration and tools like Zendesk, he has successfully optimized workflows, resulting in improved response times and customer satisfaction rates. Additionally, Jacob leads a dynamic Sales Engineer team, focusing on aligning technical support with customer needs, thereby enhancing the overall service delivery.
Jacob’s commitment to continuous improvement is evident in his passion for leadership development and business process improvement. He actively promotes a culture of innovation and accountability, ensuring that the technologies employed by DojoNetworks remain current and effective. His expertise in SOC 2 compliance and security further strengthens the company’s operational integrity, making him a pivotal figure in driving growth and retention through strategic mediation tactics and best practices in customer service. With a charismatic approach and a strategic mindset, Jacob Shields is dedicated to elevating the customer experience at DojoNetworks to new heights.
