Mark Jacobs

Customer-focused Operations and Support Leader with 10+ years' experience across customer service, account management, operations, compliance, and e-commerce. Proven ability to improve CSAT, retention, and revenue through process optimisation, upselling strategies, and team leadership, with demonstrated success in end-to-end customer and partner onboarding, supplier coordination, and operational enablement across regulated and multi-vendor environments. Highly experienced in remote environments supporting US, UK, and EU customers.

AI-aware and automation-focused, with hands-on experience improving workflows using CRM systems and AI-assisted tools.

Senior Customer Support Specialist - Numan (via FYXER Ltd) - Remote (UK)

(2024-09 - 2025-10)

• Handled high-volume customer queries, refunds, and escalations while maintaining high CSAT and SLA adherence
• Onboarded new business customers end-to-end, covering account setup, service configuration, and operational handover
• Liaised with clinicians to resolve complex patient cases and tailored service packages
• Reduced refund resolution times through workflow redesign and automation
• Used AI tools to streamline internal processes and improve response accuracy
• Analysed customer data to identify trends and improve retention (+25%)
• Trained and mentored junior team members in service quality and escalation handling
• Key Results:
• 95% response rate in high-volume environment
• 25% increase in customer retention
• Improved operational efficiency through automation

Senior Customer Support Specialist – KYC / AML - bunq - Remote (Netherlands)

(2024-02 - 2024-10)

• Performed enhanced due diligence (EDD) and transaction monitoring
• Investigated fraud and compliance risks in line with EU regulations
• Improved onboarding approval timelines by 30%
• Assisted customers while balancing regulatory compliance and CX
• Trained team members on KYC / AML best practices

Courier Franchisee – Sales & Business Development Manager - Fastway Couriers - Hybrid

(2023-07 - 2024-01)

• Drove 30% sales growth through franchisee acquisition and upselling
• Expanded territory by onboarding 15 new franchise partners
• Increased revenue by 25% via cross-selling logistics services
• Facilitated new business customers through end-to-end onboarding, including account setup, service configuration, and operational handover
• Assisted SME customers with basic website setup and e-commerce readiness, quality listings to enable Fastway shipping integrations at checkout

Regional Account Manager - BMW South Africa (Dealership Support & DHL Special Parts Liaison) - Hybrid

(2014-10 - 2023-06)

• Oversaw dealer relationships across multiple regions
• Coordinated domestic and international exports
• Resolved customs disputes and logistics issues
• Supported warranty, service plan, and after-sales queries
• Led full-spectrum onboarding and enablement of 66 independently operated dealerships, ensuring alignment with BMW operational standards, SOPs, and approved supplier frameworks
• Advised and approved dealership onboarding of third-party suppliers, ensuring compliance with BMW quality and governance requirements

Customer Support Team Manager (Customer Support Consultant → Team Leader) - DaimlerChrysler – Chrysler Division

(2011-02 - 2014-09)

• Led and coached a high-performing customer support team, ensuring consistent delivery of exceptional customer experience while meeting SLA, CSAT, NPS, and first-contact resolution targets.
• Managed escalations across warranty, service plans, roadside assistance, and after-sales support, resolving complex customer issues and improving retention and satisfaction.
• Designed and implemented structured workflows, SOPs, and queue management processes, reducing average response and resolution times by up to 40%.
• Monitored and analysed performance metrics (CSAT, NPS, AHT, backlog, escalations), providing data-driven feedback and targeted coaching to continuously improve team performance.

Sales Executive | Call Centre Team Leader | Operations & Procurement Officer - Various

(2003 - 2013)

(Details available on request - full expanded CV)

Diploma - Business Management - IQ Academy (2020)

National Certificate - Cost & Management Accounting - Technicon South Africa (2006)