John Krebs Email & Phone Number

Billings, MT, US

• Acts as a customer advocate and technical liaison within all internal company departments for specific strategic accounts.
• Establishes and maintains operational contacts to create service improvement and "get well plans," and drives cross network solutions. Defines and communicates key service delivery, service management and assurance or.
• Manages a consistent level of performance for all products and services as well as creates and delivers operational reviews and scorecards to senior management (internal and external). Defines targets and metrics and.
• Defines, sources and produces periodic performance reports.
• Designs and builds performance tracking tools.

• Provides coaching and mentoring to peers within the Voice Assurance team.
• Efficiently and accurately manages customer initiated trouble tickets to resolution.
• Troubleshoots, manages and corrects customer service issues.
• Provides accurate and consistent customer communication during established intervals using phone, email, and ticketing notes.
• Monitors network and customer facing resources for impairment and out of service conditions.
• Identifies problems and implements changes to enhance system and process efficiency. Mentors and trains junior technicians as needed.

• Direct less experienced staff on procedural and technical issues. Including troubleshooting insights, methodologies, and mentoring.
• Resolve complex issues which have been escalated to upper management.
• Assist tiered support teams as single point of contact if unable to resolve myself or issues that have been escalated from my team.
• Responsible for resolving network trouble tickets for customers on our TDM and VoIP network including all voice products (ISDN, CAS, SS7, and SIP) as well as any SDH paths (DS0 – DS3, including E1's).
• Manage customer trouble tickets as a single point of contact from creation to closure with a high level of service including resolution in a timely manner. Duties include fault isolation/resolution both internally and.
• Accomplished team player with experience leveraging operations and account team support to successfully resolve customer concerns.