Resume
Xander Jake
Mikuda Vest
👤 Profile
Xander Jake is a highly accomplished professional with an exceptional background in the field of technology and innovation. With a versatile skill set and an unwavering commitment to excellence, Xander Jake has consistently delivered outstanding results throughout his distinguished career. Demonstrating an impressive track record of success, Xander Jake has effectively utilized his expertise to drive impactful projects and lead cross-functional teams. With an astute understanding of emerging technologies and a remarkable ability to distil complex concepts into practical strategies, Xander Jake is a valuable asset for any organization. His unwavering dedication to remaining at the forefront of industry trends, combined with a relentless pursuit of knowledge, positions him to make a profound impact in the ever-evolving landscape of technology.
🏢 Employment History
Senior Team Lead @ Squarespace
Feb 2018 – Present
Built a global Customer Success team, including job descriptions, employee profiles, hiring, quality program and manage multiple specialists in Dublin
Mentoring, coaching, and guiding a team of 6 to 10 Customer Support Advisors and Senior Advisors, who assist and empower our customers to build an online presence through Squarespace, specializing in international language queues
Overseeing the annual performance review process for our global department which includes calculating agent metrics for 6-month and 1-year periods, processing Google Sheets formulas that produce overall review cycle performance, and expediting this information to our Human Resources team in time for compensation reviews
Participating in the hiring process for Advisors and Team Leads where I serve as the candidate’s first in-person interview in order to identify competencies in customer service, teamwork, troubleshooting & technical aptitude, and adaptability (Advisors) as well as accountability, building teams, communication, and directing work (Team Leads)
Spearheading employee recognition as part of an Employee Recognition Program, coordinating and announcing nominations and ensuring deserving employees received recognition, which boosted teamwork, motivation, and productivity.
Lead and coach a subset of the Customer Support team to help customers (and potential customers) have a great experience with Squarespace.
Responsible for the daily activities of the team, including email, live chat and other supporting functions (quality, training, escalations, etc.).
Support long-term career development of team members.
Develop a highly rewarding, high performing team culture.
Stay current on Squarespace product developments to be able to coach your team on how to correctly answer inquiries.
Influence the broader strategy for the department involving cross-functional collaboration.
Team Manager Apprentice/Senior Technical Support Specialist @ Apple
Aug 2015 – Feb 2018
Backup manager when the managers are out of office
Doing evaluations of the advisors
Coaching the advisors to help them improve their skills and develop themselves
Delivering team meetings
Analysis of KPIs and creation of reports for the line of business
Solving difficult issues
Fixing the relationship between the customer and the product
Dealing with difficult situations
Providing outstanding customer satisfaction levels
Managing your own time
Providing a high level of discipline (work from home)
Prioritising tasks
Mentoring new advisors (initiative)
Producing educational material (initiative)
Supporting products and services
Being the friendly voice of Apple
Providing world class customer service
Troubleshooting technical and non-technical issues
Understanding the customer’s needs and providing the resolution depending on the customer’s communication style
Visual Merchandiser @ Dealz Ireland
Aug 2014 – Aug 2015
Ensure proper stock rotation for consumable items
Drive sales and ensure all promotions are displayed properly and on time
Ensure all standards are at a high level at all times
Manage cash office and be key holder (initiative)
Actively participate in all store management meetings - contribute to ways to improve sales, ways of working, etc.
Daily stocktake for select items and bays
Changing product displays to increase sales
Ordering existing and new products and ensure they’re displayed in a timely manner
View other work experiences on LinkedIn
🎒 Education
National College of Ireland
CIPD Diploma in Human Resource Management (People Management), Human Resource Management
Mar 2022 – Feb 2023
Level 5 UK equivalent to Level 7 Irish national framework
Latvian College of Business Administration
Bachelor of Business Administration (B.B.A.), Business Administration and Management, General
2010 – 2011
The University College of Economics and Culture
Professional Bachelor’s Degree in Translation and Interpreting, Foreign Languages and Literatures, General
2007 – 2008
Ventspils University College
Bachelor's degree, Foreign Languages and Literatures, General
2006 – 2007
📝 Diplomas
DSE Assessor course - The Cpl Institute
Issued Sep 2020
Credential ID CSL16933
✉️ References
References available upon request
Details
Skills
Effective Time Management 5/5
Ability to Work Under Pressure 5/5
Positive Attitude 5/5
Strong Work Ethic 5/5
Hobbies
Consumer electronics, Wireless networking, Gaming, Graphics design.
Languages
English 5/5
Latvian 5/5
German 2/5
Russian 1/5