Jake's Resumé

Experience

Technical Specialist

Apple Inc.

Oct 2024 – Oct 2025

Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes to support efficient and high-quality repairs.
Demonstrate Apple's values of inclusion and diversity in daily activities.

Member Service Agent

Delta Community Credit Union

May 2023 – May 2024

Ensure that Delta Community Credit Union maintains a good image through good customer relations by handling account entries with a high level of accuracy.
Process consumer loan applications, including reviewing, analyzing applications, and supporting documents.
Identify, prevent, and report attempts to pass fradulent documentation and/or identification as credible forms of ID.

Laid off by Intuit

Account Executive

Mailchimp

Jan 2018 – Nov 2022

Deliver revenue by acquiring customers, owning the entire sales cycle through close.
Engage prospects with genuine curiosity to uncover challenges, demonstrate the value of Mailchimp, and persuade them to make a change.
Position Mailchimp's transactional email capabilities (e.g., order confirmations, password resets, lifecycle triggers) as critical infrastructure for scalable, personalized customer experiences.

Product Support Representative

Mailchimp

Mar 2015 – Jan 2018

Deliver chat support with Zendesk. Take ownership of tech escalations, ensuring effective resolution while adhering to SLAs.
Created detailed JIRA user stories to provide comprehensive documentation for Product Analysts, ensuring clarity and alignment with project requirements.

Account Manager

Block, Inc.

Jun 2013 – Jan 2014

Understand Retail customer needs to help achieve their business goals through Square.
Cross sell and upsell products based on discovering customer needs.
Work with Sales and Product teams to ensure customers have the best possible experience across all aspects of Square.

Specialist

Apple Inc.

Mar 2007 – May 2010

Deliver excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting products and services, and educating customers on relevant ways to buy products.
Demonstrate Apple's values of inclusion and diversity in daily activities.

Education

🎓

Temple University

Bachelor of Arts, Film & Television · Philadelphia, PA · 2010

Projects