Jonathan Still Email & Phone Number

Greater Los Angeles Area

Repair Center manager over Tier 1/Tier 2 repair teams and customer service. Chronic Manager for long duration, complex, and repeat issues for layers 1-3 of the OSI model. Escalation manager for all incoming customer escalations as well as driving escalations and resolutions with our carrier and ILEC partners.

Greater Los Angeles Area

Developed and Implemented a chronic process to reduce the high churn rate. This included hiring, managing, and developing a chronic team of engineers to resolve the most complex physical and logical telecom issues. This process reduced the churn rate over 75% in less than 1 year.

Provide Tier 3 technical support for Verizon Business data services customers including several Fortune 500 companies. Responsibilities include:troubleshooting, testing, and analyzing data related to chronic/repeat troubles in a Tier 3 support group for DDS, T1, DS3 and Ethernet circuits. Directing LEC and Verizon Field technicians in the fault isolation process for last mile services with thorough knowledge of many network devices including DACS, HDSL, MUX, DL3800, TBERD, HP Internet Advisor, routers, and customer premise equipment while ensuring they are meeting Service Level agreements.Handling customer escalations and working with customers, account teams, and executive level internal and external management in order to achieve 100% customer satisfaction.Identifying and reporting Verizon Business repeat chronic trouble tickets and then developing and executing a plan of action to achieve full chronic resolution.

Provide technical support for Global accounts and local, state, and federal government accounts. Responsibilities include troubleshooting data circuit issue, testing analog, DDS, T1, and DS3 circuits, interpreting data from various hardware devices including, but not limited to DXC, HDSL, MUX, DL3800, HP Internet Advisors, TBERD test sets, routers, and customer premise equipment. Acting as a 1st and 2nd level point of contact for customer escalations, working with customer, LEC's, and management to resolve customer escalations, serving as a mentor and team leader with additional management responsibilities and support functions. Trained new hires.

Responsible for implementing and maintaining a Quality program in the Global Accounts organization.Acted as a point of contact for all customer service support related functions for new data products, developed requirements to support all new products, and project manager for various call center projects.

Cary, Nc

Provide technical support and initial troubleshooting of MCI voice and data products for business and reseller accounts. Responsibilities include opening trouble tickets, walking customer through initial troubleshooting stages, performing call searches, troubleshooting toll free voice services, verifying configuration and provisioning of services on multiple voice and data platforms, all while providing excellent customer service.Team lead for the carrier (reseller) and Federal Government accounts from 1995 until 1998. Responsibilities for all of the above in addition to new hire training, managing staffing, writing support documents/training material, maintained multiple data bases, written reports to management, and providing phone and email support for customers, account teams, and upper level management.

Cary, Nc

Worked in control room overseeing staffing for 300 reservation specialists and analyzing national call data for inbound calls to 1-800-HOLIDAY and adjusting staffing, requirements in half hour intervals. rerouted traffic between 3 sister call centers based on call volume.worked as a planning analyst providing weekly and monthly performance reports of all 300 reservation specialists. assisted in managing Rockwell ACD equipment, researched nationwide call data, and managed staffing requirements based on call data statistics.

Responsible for answering inbound calls to 1-800-HOLIDAY and booking reservations for all Holiday Inn hotels worldwide while providing exceptional customer service.