Company: OneCause
Company Description: OneCause is driving the future of fundraising with easy-to-use online and event fundraising solutions that help nonprofits improve the giving experience and raise more money. OneCause builds technology that optimizes everyday philanthropy, making it easier for nonprofit organizations to fundraise and for nonprofit supporters to give. OneCause has helped more 6,000 nonprofits raise $3.5 million.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year - Technology Industries
 Nomination Title: Jacob Dixon, Service Dedication and Leadership
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 169 words used.
Jacob Dixon joined the OneCause Support and Services team in the spring of 2021 while also serving as an Event Manager and part-time Fundraising Consultant for the company. Even with the many responsibilities of those roles, he quickly became an integral part of the Support and Services team. Since becoming a full-time Support Analyst in October 2021, Jacob has dedicated himself to continuously learning new skills and building on his customer service strengths.
Jacob serves as a mentor to new Support and Services hires. In addition to helping train and build confidence in Analysts who are new to OneCause, Jacob has used the knowledge gained during mentoring to help improve the overall onboarding process.
Jacob fulfills a unique role on the OneCause team, working each Saturday to ensure that clients and OneCause event staff receive the consistent and knowledgeable event day support they need. As our newest Senior Analyst, Jacob has taken on a leadership role, working with his peers to offer advice and assistance and handle escalated cases.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 93 words used.
Jacob quickly became a key player on the Support and Services team when he joined in 2021, all while continuing to excel at his duties as an Event Manager and part-time Consultant before becoming a full-time Analyst in October 2021. In 2022, as a Senior Analyst, Jacob has achieved the following:
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Individual Customer Satisfaction Score (CSAT) of 98.65
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QA Score of 99.25 (tied for highest of any full-time employee)
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1,606 calls, leading the team
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 195 words used.
The OneCause Support and Services team moves at a fast pace in order to serve over 6,000 nonprofit clients of all sizes. Jacob seamlessly integrated with the team after joining part-time in 2021 while also working and contributing to other departments. After becoming a full-time Analyst, Jacob quickly progressed to a leadership position. In less than two years, Jacob became a respected leader and mentor to his teammates, gladly sharing his knowledge and ideas for improvement with the end goal of helping OneCause nonprofit clients raise more funds for their missions.
Clients consistently submit rave reviews about Jacob’s helpfulness, patience, professionalism, and willingness to go above and beyond to assist them. He empowers people to become experts with OneCause fundraising software and gets them excited about it in the process!
He led the team in 2022 for number of calls, and his individual CSAT score was tied for the highest of any full-time employee. With an average of 169 cases closed per week, he is in the top two amongst his teammates for number of cases closed. Jacob’s leadership and dedication helped more than 6,000 nonprofits raise over $1 billion in 2022 alone.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 7 words used.
Customer testimonials collected from service tickets attached.
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