Who is Jacob Shields?

A charismatic and strategic Customer Service Executive recognized for implementing productivity initiatives, activities, processes, systems, people development, and tools that lead to the achievement of productivity targets and increase the retention through mediation tactics and in-depth knowledge of customer service and development principles, using best practices. Passionate about leading a company in customer service and experience development efforts that deliver company growth across all aspects of the business.

I have been recognized as a Top 25 Customer Experience Industry Thought Leader by ICMI and Top 30 Customer Service Influencers by Procedure Flow.

Specialties:
- Customer Experience
- Leadership & Leadership Development
- Team Building & Staff Development
- Contact Center Strategy & Operations
- Customer Relationship Management
- Strategic Customer Account Management