Jeff Deist
Product Advisory Council at Aimiable- Claim this Profile
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Topline Score
Bio
💜 Chad Frank
Jeff has been an incredible leader by talking the talk and walking the walk. A true leader gives direction, clears paths, shares their knowledge, and truly cares about the people who report to them. It is rare that a leader exhibits all of these traits but Jeff is the definition of what a great leader can, and should be. He is incredibly knowledgeable about what is happening with every aspect of his team, all while really letting each team member shine and develop.
Kayde Kase
Jeff is everything someone in a leadership role should be and then some. He has a way of creating an environment that is both professional and comfortable while also demanding excellence. The qualities that make up Jeff’s character blend together to make the perfect recipe for an outstanding boss who also somehow has seemingly sketched the blueprints for an unmatched customer experience.
💜 Chad Frank
Jeff has been an incredible leader by talking the talk and walking the walk. A true leader gives direction, clears paths, shares their knowledge, and truly cares about the people who report to them. It is rare that a leader exhibits all of these traits but Jeff is the definition of what a great leader can, and should be. He is incredibly knowledgeable about what is happening with every aspect of his team, all while really letting each team member shine and develop.
Kayde Kase
Jeff is everything someone in a leadership role should be and then some. He has a way of creating an environment that is both professional and comfortable while also demanding excellence. The qualities that make up Jeff’s character blend together to make the perfect recipe for an outstanding boss who also somehow has seemingly sketched the blueprints for an unmatched customer experience.
💜 Chad Frank
Jeff has been an incredible leader by talking the talk and walking the walk. A true leader gives direction, clears paths, shares their knowledge, and truly cares about the people who report to them. It is rare that a leader exhibits all of these traits but Jeff is the definition of what a great leader can, and should be. He is incredibly knowledgeable about what is happening with every aspect of his team, all while really letting each team member shine and develop.
Kayde Kase
Jeff is everything someone in a leadership role should be and then some. He has a way of creating an environment that is both professional and comfortable while also demanding excellence. The qualities that make up Jeff’s character blend together to make the perfect recipe for an outstanding boss who also somehow has seemingly sketched the blueprints for an unmatched customer experience.
💜 Chad Frank
Jeff has been an incredible leader by talking the talk and walking the walk. A true leader gives direction, clears paths, shares their knowledge, and truly cares about the people who report to them. It is rare that a leader exhibits all of these traits but Jeff is the definition of what a great leader can, and should be. He is incredibly knowledgeable about what is happening with every aspect of his team, all while really letting each team member shine and develop.
Kayde Kase
Jeff is everything someone in a leadership role should be and then some. He has a way of creating an environment that is both professional and comfortable while also demanding excellence. The qualities that make up Jeff’s character blend together to make the perfect recipe for an outstanding boss who also somehow has seemingly sketched the blueprints for an unmatched customer experience.
Credentials
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ABM Certification: Foundations
DemandbaseMay, 2023- Nov, 2024
Experience
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Aimiable
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United States
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Software Development
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1 - 100 Employee
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Product Advisory Council
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Jan 2023 - Present
Advising a venture-backed modern software start-up focused on developing a new product for Customer Support Workforce Engagement Management (WEM) Advising a venture-backed modern software start-up focused on developing a new product for Customer Support Workforce Engagement Management (WEM)
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Sendoso
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United States
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Software Development
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200 - 300 Employee
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Senior Director of Global Customer Support
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Mar 2021 - Present
Heading up amazing teams in the US and IRL, responsible for defining, designing, and implementing the customer support strategy to drive a best in class customer experiences and CSAT. Overseeing back-end customer support and self-service/education tools across all of the company’s products. Duties include and are not limited to: • Act as primary liaison for the company’s customer support vision • Establish and promote performance standards • Partner with key stakeholders and… Show more Heading up amazing teams in the US and IRL, responsible for defining, designing, and implementing the customer support strategy to drive a best in class customer experiences and CSAT. Overseeing back-end customer support and self-service/education tools across all of the company’s products. Duties include and are not limited to: • Act as primary liaison for the company’s customer support vision • Establish and promote performance standards • Partner with key stakeholders and teams across the company, fostering effective alliances, and process improvements to enhance customer experience and efficiencies • Work collaboratively with senior leadership on strategy, planning, and prioritization to continue to enhance and grow the support function as a value add • Build and present quarterly reports on customer support including KPIs, roadmaps, and customer feedback trends to executives • Utilize metrics, KPIs, customer feedback, tools, and technology to drive automation, adoption, and performance in the customer support organization • Drive key transformational initiatives necessary to support the operational efficiency and growth goals of the company • Overseeing and influencing the development of Internal and Customer education articles and workflows to allow for improved product usage, self-service, and areas for improvement through data and feedback • Directly leading 5 support department managers
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Director of Customer Support
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Aug 2019 - Mar 2021
Charged with building and developing the support team from scratch to meet the needs of our growing business across the platform and internal teams to ensure operational efficiency, consistency while providing world-class client experience through current product offerings and the implementation of new features and services. Duties include and are not limited to: • Creation, evaluation, and accountability for all KPI metrics, QA, and SOP for support • Developing career/skill progression… Show more Charged with building and developing the support team from scratch to meet the needs of our growing business across the platform and internal teams to ensure operational efficiency, consistency while providing world-class client experience through current product offerings and the implementation of new features and services. Duties include and are not limited to: • Creation, evaluation, and accountability for all KPI metrics, QA, and SOP for support • Developing career/skill progression and assessments for support managers and employees • Collaboration with leaders across Engineering and Product Management for potential impacts, roadmap items, and improved customer experience opportunities • Ownership of department budgeting through recruitment initiatives, enhanced department growth, and tool enhancements • Procurement and evaluation of support software • Implementation and development of process and workflows for efficient customer communications • Development and launch of global office in Ireland for international expansion in EMEA
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Zenefits
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United States
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Human Resources Services
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200 - 300 Employee
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Director Customer Care
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May 2017 - Jul 2019
Leading a team consisting of 70 call center, Tier I, Customer Care Managers and Associates across all aspects of the Zenefits platform offering to ensure operational efficiency while providing world-class client experience in a call center environment. Duties include and are not limited to: • Creation and evaluation of KPI metrics for all levels of the organization • Developing career/skill progression and assessments for all Tier I employees • Driving efficiencies by creating… Show more Leading a team consisting of 70 call center, Tier I, Customer Care Managers and Associates across all aspects of the Zenefits platform offering to ensure operational efficiency while providing world-class client experience in a call center environment. Duties include and are not limited to: • Creation and evaluation of KPI metrics for all levels of the organization • Developing career/skill progression and assessments for all Tier I employees • Driving efficiencies by creating skills-based training, WFM scheduling effectiveness, and development channel offerings within our business • Analyzing reporting for developing, implementing, and meeting daily, monthly, and quarterly business OKR targets • Collaborating directly with business owners and individual contributors in Engineering and Product Management for potential impacts and improved client experience • Maintaining a financial balance and stewardship with recruitment initiatives, enhanced department growth, and product offerings • Executing daily on the mission of our business through making key decisions that impact our people, product, and clientele
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Director HR/Financial Products Client Support
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Nov 2016 - May 2017
Directing and managing a team of 45 Human Resources and Financial Products Specialists working to service Zenefits Clients through advising on day to day questions and use of our product platform. Duties include and are not limited to: • Analyzing reporting for developing, implementing, and meeting daily, monthly, and quarterly service levels goals • Working directly with Engineering and Product Managers for product impacts and improved client experience through product updates and… Show more Directing and managing a team of 45 Human Resources and Financial Products Specialists working to service Zenefits Clients through advising on day to day questions and use of our product platform. Duties include and are not limited to: • Analyzing reporting for developing, implementing, and meeting daily, monthly, and quarterly service levels goals • Working directly with Engineering and Product Managers for product impacts and improved client experience through product updates and creation • Driving efficiency through team training, scheduling effectiveness, and channel offerings within our business unit • Career Development consultant for direct reports, teammates, and peers through cross-department collaboration and project/educational implementation • Recruiting, hiring and termination for entire business unit
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Director of Operations Excellence
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Aug 2016 - Nov 2016
Responsible for a team of 10 Operations Excellence Specialists and Analysts working towards the pursuit of continued business operations support through data-driven analysis, process improvements, and deliverables to executive management and individual business units. Duties include and are not limited to: • Managing cross-site teams in day to day operations in both Tempe, AZ and San Francisco, CA • Upward reporting, creating, and setting of daily and historical service levels while… Show more Responsible for a team of 10 Operations Excellence Specialists and Analysts working towards the pursuit of continued business operations support through data-driven analysis, process improvements, and deliverables to executive management and individual business units. Duties include and are not limited to: • Managing cross-site teams in day to day operations in both Tempe, AZ and San Francisco, CA • Upward reporting, creating, and setting of daily and historical service levels while tracking of volumes across all channels of client communication • Managing and creating all Support KPI business reporting for all levels of the business • Driving efficiency through analysis and creation of reporting in DOMO to improve efficiencies through process improvement policy creation across all leadership levels • Managing and creating all staffing systems and reporting for optimal efficiency and business alignment • Creating process and tools to distribute cases/tickets to available agents to meet SLA requirements for optimal client experience • Career Development consultant for direct reports, teammates, and peers through cross-department collaboration and project/educational implementation • Interviewing and recruitment for new hire classes and positions within Zenefits • Vendor relationship management and procurement with regard to new opportunities and current agreements • Implementing IVR controls, timing, and updates needed to communicate client expectations and control client process flows • Directly offering and advising all levels of management to include Managers, Directors, Vice Presidents, and COO
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Operations Excellence Manager
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Jun 2016 - Aug 2016
Appointed as manager of a team of 7 that is focused on the excellence of our support organization across all vertical departments. Responsible for the creation, development, and implementation of data and processes to increase efficiencies and increase ROI of client facing activities and staff. • Managing up to 7 Operations Specialists and Analysts in day to day operations in both Tempe, AZ and San Francisco, CA • Creating, setting and managing daily and historical service levels… Show more Appointed as manager of a team of 7 that is focused on the excellence of our support organization across all vertical departments. Responsible for the creation, development, and implementation of data and processes to increase efficiencies and increase ROI of client facing activities and staff. • Managing up to 7 Operations Specialists and Analysts in day to day operations in both Tempe, AZ and San Francisco, CA • Creating, setting and managing daily and historical service levels while tracking of volumes across all channels of client communication • Managing and creating all Support KPI business reporting for all levels of the business • Driving efficiency through analysis and creation of reporting in DOMO to improve efficiencies through process improvement policy creation • Managing and creating all staffing systems and reporting for optimal efficiency and business alignment • Creating process and tools to distribute cases/tickets to available agents to meet SLA requirements for optimal client experience • Career Development consultant for teammates and peers through cross-department collaboration and project/educational implementation • Interviewing and recruitment for new hire classes and positions within Zenefits • Vendor relationship management and procurement with regard to new opportunities and current agreements • Implementing IVR controls, timing, and updates needed to communicate client expectations and control client process flows • Directly offering and advising all levels of management to include Managers, Directors, Vice Presidents, and COO
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Client Support Manager - WFM
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Jan 2015 - Jun 2016
Created and developed the Coordinator team from one employee to a maximum number of twelve after joining the organization in February. Starting from ground zero to developed the role and duties to include hiring top talent, developing processes, and implementing strategies to maintain the real-time needs ensuring client focused excellence within the Client Support department. Core responsibilities include, but are not limited to: • Managing up to 12 Client Support Coordinators day to… Show more Created and developed the Coordinator team from one employee to a maximum number of twelve after joining the organization in February. Starting from ground zero to developed the role and duties to include hiring top talent, developing processes, and implementing strategies to maintain the real-time needs ensuring client focused excellence within the Client Support department. Core responsibilities include, but are not limited to: • Managing up to 12 Client Support Coordinators day to day operations in both Scottsdale, AZ and San Francisco, CA • Creating and managing daily and historical service levels while tracking of volumes across all channels of client communication • Managing and creating all Client Support KPI business reporting for all levels of the business • Driving change through analysis and creation of new reporting in DOMO to improve efficiencies across client support organization • Daily forecast creation and maintenance to keep deviations within a 3% variance to scheduled activities • Creating and deploying forecasted volume based scheduling to meet the needs of our business • Managing and creating all staffing systems and reporting for optimal efficiency and business alignment • Creating process and tools to distribute cases/tickets to available agents to meet SLA requirements for optimal client experience • Career Development consultant for teammates and peers through cross-department collaboration and project/educational implementation • Interviewing and recruitment for new Client Support classes and positions within the department • Vendor relationship management and procurement with regard to new opportunities and current agreements • Process and policy creation for further efficiency and compliance to industry standards • Implementing IVR controls, timing, and updates needed to communicate client expectations and control client process flows • Project creation, management, and completion within high stress and tight timelines
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PayPal
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United States
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Software Development
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700 & Above Employee
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PayPal Credit Senior Team Leader
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Jul 2014 - Jan 2015
Managing blended teammates for both email and phone queues in call center customer service and retention efforts. Responsible for development of direct reports to meet and exceed department goals in CSAT, NPS, Contact Rate, and successful onboarding and continued development of peer Team Leaders. Content Champion, SME for PayPal Credit Kana email and OKM. Empowerment Team Leader, Green Team Board Member, and Chandler eBay Veterans Association Site Leader.
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Credit Operations Email Communications Leader
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Feb 2014 - Jul 2014
Managing two teams of blended email, retention, and service teammates in daily functions and project management. One team is located in AZ and the other in MD. POC for all things relating to email communications within Global Ops Credit. SME for Bill Me Later email process and procedures, and POC for integration and development of new systems and policy relating to emails in Oracle and Kana systems for the call center.
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Credit Operations Senior Supervisor
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Mar 2011 - Feb 2014
Managed a dedicated team of retention and customer experience experts in developing new ways to improve company NPS/CSAT metrics through email communications and outbound dialing tests.
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Jobing.com
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United States
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Advertising Services
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1 - 100 Employee
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Employment Marketing Consultant
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Jan 2010 - Mar 2011
Helping to maintain my selected industries subscription clients as well as soliciting new business through consultations and product demo presentations.
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Client Service Director
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Feb 2005 - Jan 2010
Transitioned into new roll.
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University of Phoenix
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United States
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Higher Education
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700 & Above Employee
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Enrollment Counselor
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Jan 2003 - 2005
Enrollment Counselor for Online Masters & Bachelors Degree Programs. Enrollment Counselor for Online Masters & Bachelors Degree Programs.
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COUNTRY Financial®
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United States
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Insurance
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700 & Above Employee
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Insurance Agent - Phoenix AZ
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2001 - 2002
Insurance Agent with Country selling Auto, Life, and Property Insurance. Insurance Agent with Country selling Auto, Life, and Property Insurance.
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Cleveland Crunch (MISL)
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cleveland ohio
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Professional Soccer Player
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1998 - 2001
Drafted out of College to join the Crunch. I was part of our 98 Championship team, and also enjoyed working summer camps with children, speaking at numerous schools for DARE, MSDA, and coaching youth teams in the Cleveland Area. Drafted out of College to join the Crunch. I was part of our 98 Championship team, and also enjoyed working summer camps with children, speaking at numerous schools for DARE, MSDA, and coaching youth teams in the Cleveland Area.
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Education
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1994 - 1998
Creighton University
Bachelor of Arts (B.A.), Mass Communication/Media Studies -
1993 - 1994
Normal Community High School
General Studies, General Studies -
1991 - 1993
Batavia High School
General Studies, General Studies
Community
