Jakob Pezar

About Jakob Pezar

Seasoned Business Leader with a strong foundation in customer experience strategy, consulting, and data analytics. Proven expertise in leveraging data analytics platforms, managing high-performing teams, driving operational efficiency, and implementing business intelligence solutions. Adept in project management and cross-functional leadership. Holds an MBA from George Mason University, a Project Management Certificate from James Madison University, and a Management Analytics Certificate from MIT—demonstrating a steadfast commitment to continuous learning and excellence in organizational leadership.

Experience

1. Senior Manager

   ICF

   Mar 2023 — Present · VA, US

   I am a distinguished Customer Care Senior Manager, adept at supporting business development, customer service, application processing, and incentive fulfillment activities across 27 utility portfolios. I expertly manage a team of 60 account managers, energy advisors, trainers, and quality control staff, leveraging lessons learned and best practices to enhance customer care operations. My passion for data analytics and experience in reporting various data and KPI metrics have significantly contributed to the development of ICF’s Customer Experience Index offering.With a diverse background that includes higher education academics and immigration, I have consistently delivered desired results to various individuals and stakeholders. Currently, I lead the Mid-Atlantic, Southeast, and West Regions as a CCS Senior Manager, overseeing commercial, residential, electrification, and pilot programs.I serve as a liaison between the rebate application processing team and program managers, ensuring effective communication of program design, identification of training opportunities, and monitoring of application pipelines. I am responsible for overseeing the performance of rebate processing and call center teams, ensuring schedules are met, goals are achieved, and quality control measures are followed. My close collaboration with clients and program teams ensures exceptional call metrics, processing cycle times, and customer satisfaction, while effectively managing customer escalation procedures.Additionally, I monitor labor forecasts in relation to individual program budgets, balancing the needs of clients and ICF. I regularly create and deliver progress reports and assist in implementing various call campaigns, program transitions, and launches.Recent Awards:Project of the Quarter, 2024, x2Bruce Applebaum Award for Outstanding Business Development, 2023Project of the Quarter, 2023Project of the Year, 2022Project of the Year, 2021Project of the Quarter, 2021

Education

• George Mason University – Costello College of Business

  Graduate Certificate, Business Analytics

  2018 — 2019

• PennWest Edinboro

  Bachelor of Science (B.S.), Business Administration

  2008 — 2011

• MIT Sloan School of Management

  Certificate, Management Analytics

• James Madison University

  Certificate, Project Management

• George Mason University – Costello College of Business

  Master of Business Administration (MBA), Business Administration and Management, General

  2015 — 2019