Jevon Lewis

Experience

• 

  Randall Reilly Publishing

  Apr 2004 - Aug 2009

  • Helpdesk Supervisor

    Apr 2005 - Aug 2009

  • Senior Help Desk Analyst

    Apr 2004 - Mar 2005
• 

  Lewis Heavenly Q

  Aug 2010 - May 2011

  Manager

  Managed the day to day Operations of a family-owned BBQ restaurant.

• 

  Randall-Reilly

  Mar 2011 - Jun 2013

  Performance Marketing Coordinator

  Supported the Performance Marketing Manager in maintaining $800k-$1M transportation portfolio account spend for client campaigns, managing communications, performance analysis, and marketing support. ▪️ Cross-collaborated with Sales teams, clients, and stakeholders to maintain campaign goals, maximize ROI and budget requirements and increased account margins from $25K to $85K monthly.▪️ Designed and implemented a campaign dashboard tool in Excel to centralize campaign activities adopted as a standard for the department, which enhanced the overall ticketing process.▪️ Maximized the Google AdWords campaign cost per hire in partnership with Sales through communication and follow up, which tripled the budget spend for a top transportation account and increased revenues. Show less

• 

  Randall-Reilly

  Oct 2013 - Dec 2019

  𝘙𝘢𝘯𝘥𝘢𝘭𝘭-𝘙𝘦𝘪𝘭𝘭𝘺 𝘪𝘴 𝘢 𝘭𝘦𝘢𝘥𝘪𝘯𝘨 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘳 𝘰𝘧 𝘥𝘢𝘵𝘢 𝘢𝘯𝘥 𝘢𝘯𝘢𝘭𝘺𝘵𝘪𝘤𝘴 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘵𝘢𝘪𝘭𝘰𝘳𝘦𝘥 𝘵𝘰 𝘵𝘩𝘦 𝘵𝘳𝘢𝘯𝘴𝘱𝘰𝘳𝘵𝘢𝘵𝘪𝘰𝘯 𝘢𝘯𝘥 𝘤𝘰𝘯𝘴𝘵𝘳𝘶𝘤𝘵𝘪𝘰𝘯 𝘪𝘯𝘥𝘶𝘴𝘵𝘳𝘪𝘦𝘴.Reported to the VP of Digital Marketing governing a $300K training budget while directing the efforts of 12 Managers (Digital Marketing, Tech, and Experience Design Managers) and staff across performance management, technical support, and customer success initiatives. ▪ Established the digital marketing team through recruitment, onboarding, and team development best practices; implemented a group interview process that expanded the team by 30% in 2 years.▪ Led the adoption of a Performance Marketing solution to rebuild audience engagement for at-risk clients; improved retention by realigning online activities to assist with client-targeted recruitment efforts.▪ Trained internal staff members on processes and ensure operational efficiencies, including generating forecasts to maintain SLA performance requirements to maintain a 90% retention rate.▪ Influenced the full adoption of technology by creating user guides, job aids, and internal resources to maintain knowledge requirements for staff and client partners; co-chaired a Group Action Committee that oversees events across SC and UT offices.▪ Led the transition of a new hire Onboarding Program called ‘Day in The Life of a Ticket’ for all company employees to shadow campaign implementation procedures; provided enhanced exposure and knowledge of the Digital Sales process.▪ Created a bi-annual 360-degree leadership review team to analyze performance standards for the Digital Marketing teams; centralized review process to provide continuity in assessment protocols. Show less Served directly under the Director of Marketing and led 25 Team Leads and Marketing Coordinators. Championed the Digital Marketing Division in its $25M commercial portfolio account, driving campaign analysis and market performance. ▪️ Partnered closely with all marketing teams in target-setting as well as post-campaign evaluations.▪️ Managed digital projects inclusive of online planning and insight, online promotions, content production, and advertising. ▪️ Oversaw high-quality acquisition programs, campaigns, and activities across the business's online platforms; utilized the Ultipro platform for real-time data synchronization for attendance management.▪️ Streamlined the interview process by creating a metric scoring system that shadowed top performers, eliminated bottlenecks, and reduced the time to hire by 50%.▪️ Ensured that projects within the marketing department were delivered promptly and that they are always in line with the business's guidelines, quality standards, and objectives. ▪️ Standardized the process for campaign ticket responses and resolved account discrepancies, which increased account performance and client retention.▪️ Led the company’s Google AdWords certification process, ensuring the completion of training and compliance deliverables; analyzed and oversaw all project tasks, performance, forecasts, and scheduling requirements.▪️ Coordinated with other departments and performed assessments, importing, and executing new technologies, outputs, and tools used in the development area for applications.▪️ Introduced and implemented the adoption of the first remote policy guidelines by incorporating a Lessonly training platform, Google Hangouts, and Slack to broaden communications, which improved retention significantly. Show less Reported to the Director of Support Operations and oversaw a team of 12 Technical Support Coordinators, Email Marketing Specialists, and Ad Operations Analysts. Supported the Digital Marketing Department in handling escalations, campaign communications, and managing client support.▪️ Served as a POC overseeing the digital ticketing support, managing process, and workflow efficiencies; reduced ticket response time by 20% utilizing categorizing, search functionality, and best practices. ▪️ Led the team in understanding the 4DX (Four Disciplines of Execution) process standards in alignment with company objectives; provided timely reporting and progress updates to senior leadership stakeholders.▪️ Acted as the CIG (Careers in Gear) Platform Lead for campaign effectiveness; improved website performance, reporting, and end-user experience, which increased ROI and generated a $100k client revenue increase.▪️ Promoted CIG as a vendor for truck shows to enhance brand awareness and increase market penetration; engaged clients and facilitated subject matter expertise and training on the interface, which increased sales. Show less

  • Director of Operations, Team Development

    Jan 2018 - Dec 2019

  • Performance Marketing Manager

    Mar 2015 - Dec 2017

  • Manager, Technical Support Services

    Oct 2013 - Mar 2015
• 

  Central Health

  Oct 2020 - Nov 2021

  User Support Supervisor

  𝘊𝘦𝘯𝘵𝘳𝘢𝘭 𝘏𝘦𝘢𝘭𝘵𝘩 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘴 𝘢 𝘸𝘪𝘥𝘦 𝘳𝘢𝘯𝘨𝘦 𝘰𝘧 𝘩𝘦𝘢𝘭𝘵𝘩𝘤𝘢𝘳𝘦 𝘴𝘦𝘳𝘷𝘪𝘤𝘦𝘴, 𝘱𝘳𝘪𝘰𝘳𝘪𝘵𝘪𝘻𝘪𝘯𝘨 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘵𝘺 𝘸𝘦𝘭𝘧𝘢𝘳𝘦 𝘸𝘩𝘪𝘭𝘦 𝘦𝘯𝘴𝘶𝘳𝘪𝘯𝘨 𝘢𝘤𝘤𝘦𝘴𝘴𝘪𝘣𝘪𝘭𝘪𝘵𝘺 𝘢𝘯𝘥 𝘦𝘹𝘤𝘦𝘭𝘭𝘦𝘯𝘤𝘦 𝘪𝘯 𝘤𝘢𝘳𝘦.Reported to the Director of Information Technology and led 7 User Support Reps/5 Field Technicians. Managed IT projects and client support for 1,500 end users as the liaison between IT and customers to ensure efficient workflow and technical delivery.▪ Enhanced Tier 1 proficiency by centralizing Tier 2 and Field Tech functions by instituting a two-week training regimen with graded assessments; empowered Tier 1 agents to achieve a 50% reduction in ticket-first response efficiency.▪ Directed seamless dispatch and scheduling of Field Techs, utilizing Microsoft Active Directory and TextGen/Epic EMR to manage daily and weekly schedules, timesheets, and approvals; ensured uninterrupted 24/7 client support across 31 healthcare clinics.▪ Implemented proactive strategies to mitigate SLA pre-breaches, establishing a specialized task force to assess and resolve tickets; which led to a 63% reduction in pre-breach activities and a 60% decrease in open ticket counts within two months.▪ Led a rapid response unit for urgent deployments, orchestrating the setup of critical IT infrastructure for COVID-19 testing and vaccine sites in 48 hours; delivered expedited support and personalized service surpassing 100% of client expectations.▪ Modernized the ticket triage process through tailored training initiatives, adopting advanced tools such as Ring Central and MS Teams to restructure team roles; overhaul resulted in a 60% decrease in incidents within a concise two-month period. Show less

• 

  MIQroTech

  Jan 2022 - Dec 2023

  Client Support Manager

  𝘔𝘐𝘘𝘳𝘰𝘛𝘦𝘤𝘩 𝘪𝘴 𝘢 𝘱𝘳𝘰𝘮𝘪𝘯𝘦𝘯𝘵 𝘵𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘤𝘰𝘮𝘱𝘢𝘯𝘺 𝘵𝘩𝘢𝘵 𝘥𝘦𝘭𝘪𝘷𝘦𝘳𝘴 𝘪𝘯𝘯𝘰𝘷𝘢𝘵𝘪𝘷𝘦 𝘥𝘪𝘨𝘪𝘵𝘢𝘭 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘵𝘰 𝘥𝘪𝘷𝘦𝘳𝘴𝘦 𝘪𝘯𝘥𝘶𝘴𝘵𝘳𝘪𝘦𝘴 𝘵𝘩𝘳𝘰𝘶𝘨𝘩 𝘪𝘵𝘴 𝘢𝘥𝘷𝘢𝘯𝘤𝘦𝘥 𝘴𝘰𝘧𝘵𝘸𝘢𝘳𝘦 𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘴.Engaged by the Chief Support Manager to spearhead the Customer support division managing 2 Support Analysts and Training staff. Liaise with stakeholders to optimize digital sales performance, customer retention, escalation management, and client delivery.▪ Partnered with cross-functional teams across Product, Data Science, and Fulfillment to resolve complex project initiatives when handling escalations; leveraged subject matter expertise to enhance performance impacting overall account retention.▪ Implemented a new Support Desk function through research into technical prerequisites and assessment of support platforms such as Freshdesk; centralized communication channels and streamlined ticket workflow that improved quality by 25%.▪ Revamped post-contract account management through strategic resource hubs, facilitating seamless onboarding, comprehensive platform training, and integration of user feedback to streamline operations and NPS scores.▪ Improved internal knowledge dissemination among departments by partnering with leadership to craft comprehensive Freshdesk training materials; seamlessly integrated resources into training modules that improved client onboarding.▪ Spearheaded the development of client SLAs and department KPIs by initiating customer resolution programs focused on Time to Relief/Resolution (TTRf/TTR); increased customer satisfaction by 30% and account retention by 10%. Show less