Tony Lever Email & Phone Number

San Diego, California, United States

As an expert in customer service, I am responsible for driving and monitoring complex customer Account Escalations to resolution across all Splunk products and services. Being a natural problem solver, I focus on working cross-functionally to support an array of complex customer issues. I report and escalate efforts to resolve these issues, lead the coordination between customers and key internal stakeholders, set customer expectations, and provide updates regarding troubleshooting and resolution action plans for internal and external communications. I also provide updates and summaries to senior leadership via the weekly Global Technical Health Review call. I conduct Post Escalation Reviews on all my Account Escalations, focusing on lessons learned and escalation avoidance. I also lead and contribute to projects that focus on process improvement, automation, and updating documentation and runbooks. I also excel in training new employees and am often called on to do so.

Greater San Diego Area

Directly responsible for managing daily customer escalation activities, working with customers who received support for Oracle’s Identity and Access Management suites. Responsibilities included opening customer escalations, managing escalations through service request lifecycle, discussing issues with customers, developing customized client solutions, monitoring solution performance, assisting support engineers in managing and prioritizing their workloads, attending daily war room calls, customer relations, and handling a wide variety of special projects.Selected Accomplishments and Initiatives:▪ Worked within a support escalation operation which consistently met all company-wide expectations.▪ Opened and managed customer escalations and managed them through to successful conclusion.▪ Coordinate across team including Support, Development and Product Management, and Account Teams. ▪ Frequently communicated with executives both at Oracle and customer sites.▪ Served as Situation Manager for priority customers, and managed multiple escalations per key events, including pre-production, and production go-lives.▪ Played a key role in many projects including escalation avoidance, cloud onboarding, engineer queue management, initial response reviews, aged backlog, and other key areas.▪ Ensured timely issue resolution and attained high levels of customer satisfaction and retention.▪ Hosted monthly Escalation Manager meetings via Zoom.▪ Product specialties included the entire Oracle Identity and Access Management suites.▪ Oracle Pacesetters award in 2018.

Greater San Diego Area

Help provide dedicated support for top revenue accounts, critical accounts, and customers who pay for an enhanced support experience. Built relationships with many strategic accounts such as Verizon Wireless, GM, Nike, Centerpoint Energy, Lockheed Martin, DirecTV, EDS, and Emerson. Monitor customer incidents daily. Meet once a week with companies to discuss their high priority service requests. Act as an escalation manager for these accounts as needed. Available on-call for customer go-live and production down situations. Product specialties include the entire JCAPS suite, Oracle Waveset, Glassfish ESB, and Sun GlassFish Web Space Server.

Monrovia, California, United States

Log emails and phone calls, create software orders for customers, manage incidents, and various other administrative and customer service tasks.

San Diego, California, United States

A leading marketing firm, which provided customer retention services for automotive dealerships and manufacturers. Responsible for office administration, handling customer inquiries, processing client requests, computer data entry, responding to email requests, running monthly reports, and customer relations.