Jason Lewis

Experience

• 

  Sprint

  Jul 2010 - Oct 2014

  •Analyses, plans and enforces processes required to meet and exceed business requirements including Staffing Index (SI), Utilization, Customer Satisfaction (CSAT) and Average Handle Time.•Assist new hires in understanding expectations, standards, and meeting metrics provided by Sprint.•Reports local Staffing plans and procedures to meet and exceed forecasted staffing requirements using IEX Web station and CMS Avaya primarily.•Coached specialists on the procedures based upon the company’s needs. Assisted in identifying, analyzing, and executing requests made by individuals calling in.•Evaluated alternatives and developed recommendations for escalation/process solutions to meet business requirements. Show less •Provided active and coordinated feedback on team performance on recorded calls and site performance.•Developed training and coaching points for agents on missed performance and other developmental areas.•Assisted Supervisor in developing agents to meet different KPI metrics such as Sales, Strategic Value, Average Handle Time (AHT), Issue Resolution (I.R.) and other indicators as provided by Sprint.•Provided advanced troubleshooting in network diagnosis, such as submitting tickets to engineering to survey an area to update the network for any outages affecting the service. Show less •Aiding with customer with their mobile device, PDA, and other Sprint-Nextel Products and services•Continuing training in both new and improved services, features and other products offered by Sprint-Nextel•Responds to telephone inquiries and complaints using standard scripts and procedures.•Troubleshoot issues regarding voice/text/data over the sprint network using various tools and systems (pmg, service trender, ems, oma, ctms, citrix) to diagnose the network as well as the cellular device. Show less

  • Training Project Coordinator

    Aug 2012 - Oct 2014

  • Sprint Wireless Web Customer Support Team Lead

    Nov 2011 - Aug 2012

  • Sprint Wireless Web Customer Support Specialist

    Jul 2010 - Nov 2011
• 

  Bandwidth Inc.

  Oct 2014 - Dec 2016

  • Act as POC for agent questions and first-level escalations• Ensure Callbacks/LogMeIn sessions are completed as scheduled• Creating and modifying Zendesk macros used for quickly interfacing with customers.• Provide assistance with the team and partner QA process.• Technical writing, creating detailed documents for the TAC team knowledge base focusing on the highly technical side of the service.• Lead onboarding for new team members to ensure they had the proper access and training to perform in their roles.• Provide help and training to outside groups.• Complete ticket assignments in the absence of a Lead• Review and approve credit requests• Bugs’ identification, and respective ticket creation and escalation.• Focused on team member development for both internal and external opportunities.• Research and delivery of assigned individual projects. Show less Understanding the complete feature set and operation of the Republic Wireless, VoIP products Provide technical support to customers for republic wireless/Phonebooth voice products. High level of professional communications with customers in troubleshooting reported issues Partner with Local Exchange Carriers in resolving customer network (LAN/WAN) issues Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements Partner with customer’s IT support personnel in resolution of issues Assist with configuration and troubleshooting of customer’s routers that included in VOIP network Escalate chronic or intermittent issues to Tier 3 and management level attention Show less

  • Technical Supportt Specialist II

    Mar 2016 - Dec 2016

  • Technical Assistance Engineer

    Oct 2014 - Mar 2016
• 

  Republic Wireless

  Dec 2016 - Jun 2019

  • Responsible for managing various stages of the member journey from activation to cancellation including the execution and continuous improvement of various customer-facing initiatives to drive KPI’s that directly affect member success• Utilize available data as well as create and administer surveys to determine trends and identify areas of improvement• Continuously expand knowledge to problem solve and isolate varying degrees of challenging issues• Cooperatively interact and engage with multiple internal and external teams to create efficiencies, optimize the member experience, and proactively address the members needs• Analyze ticket and escalation trends to identify and resolve documentation and training deficiencies as well as drive process improvements• Present routine readouts of assignments and initiatives showing performance against KPI’s and member success• Provide white glove support on Republic Wireless products to partners and members via email, chat, phone and/or remote access by providing excellent verbal and written customer communications while clearly summarizing, notating and researching within the CRM system • Be a subject matter expert in multiple technical and non-technical areas to provide support to partners and members• Develop an understanding of the complete feature set and operation of Republic Wireless services including but not limited to Voice over Internet Protocol (VoIP) products, Session Internet Protocol (SIP), call and messaging flows• Responsible for creating, flagging, and modifying Knowledge Centered Support (KCS) articles for both internal and external viewing• Identify, research, and escalate chronic or intermittent issues to Engineering support or Management• Troubleshoot mobile operating systems, cellular networks as well as wireless ethernet based networks• Assist in onboarding and providing continuous training for partner agents which may require occasional travel as needed Show less Address and resolve customer issues by providing excellent verbal and written customer communications while clearly summarizing, notating and researching within the CRM systemAttain and expand knowledge of the porting process and common errorsDevelop an understanding of the complete feature set and operation of Republic Wireless Voice over Internet Protocol (VoIP) products and Session Internet Protocol (SIP)Possess a working knowledge of all call and messaging flows regardless of environmentProvide support on Republic Wireless products to customers and partners via email, chat, phone and/or remote accessResponsible for creating, flagging and modifying KCS articles as defined by the processExpand your knowledge to problem solve and isolate varying degrees of challenging issuesAchieve a high level of professional communications with customers, internal and external contacts in troubleshooting reported issuesMaintain company and departmental standards measured by our monthly internal QA processIdentify, research and escalate chronic or intermittent issues to Tier 3 or ManagementCooperatively interact and engage with multiple Operations teams to resolve customer needsDemonstrate a high capacity to learn and apply new knowledgeBe capable of building Standard Operating Procedures for new processesTroubleshoot Android OS and Cellular Networks in addition to wireless ethernet based networksAnalyze ticket and escalation trends to identify documentation and training deficienciesAssist in onboarding and providing continuous training for partner agents which may require occasional travelWill participate in a rotating after hours on call schedule for high priority escalationsBe a team player and work well with othersAdapt and grow; be able to receive feedback, apply coaching and key learning to improve job performanceEmbrace and drive change and innovation to create greater value for members Show less • Act as POC for agent questions and first-level escalations• Ensure Callbacks/LogMeIn sessions are completed as scheduled• Creating and modifying Zendesk macros used for quickly interfacing with customers.• Provide assistance with the team and partner QA process.• Technical writing, creating detailed documents for the TAC team knowledge base focusing on the highly technical side of the service.• Lead onboarding for new team members to ensure they had the proper access and training to perform in their roles.• Provide help and training to outside groups.• Complete ticket assignments in the absence of a Lead• Review and approve credit requests• Bugs’ identification, and respective ticket creation and escalation.• Focused on team member development for both internal and external opportunities.• Research and delivery of assigned individual projects. Show less

  • Member Success Analyst

    Mar 2019 - Jun 2019

  • High Touch and Escalations Analyst

    Mar 2018 - Mar 2019

  • Technical Support Specialist II

    Dec 2016 - Mar 2018
• 

  ThinQ by Commio

  Sept 2019 - now

  Noc Engineer
• 

  Commio Voice & Text Messaging

  Sept 2019 - now

  Network Operations Center Engineer

  Commio delivers reliable voice and text messaging. Through our products, thinQ Voice and teli Messaging, our customers rest easy with the communications API platform used by more than 2,000 SaaS, enterprises, and service providers.Whether you’re building apps or services to engage and delight customers, Commio is the uniquely customizable, cloud-based communications API platform that makes it easy to deliver integrated voice and text messaging. Our flexible, developer-friendly Messaging API makes it easy to deliver high-capacity text messaging. From brand & campaign registry to sending through every major gateway, if you can dream it we can send it. Intelligent call routing with multiple layers of redundancy means less worry and more happy customers–plus lower costs. See beyond the Voice API to gain visibility into every call, then take control of routes and carriers to improve call delivery and quality. That’s Commio peace of mind! Show less