William Levert Email & Phone Number

Kirkland, Wa, Us

- Collaborate with sales resource to address prospect inquiries expeditiously to ensure a seamless lead, opportunity to customer engagement. - Provide ongoing support during demo “pre-sales” state including providing usage information/statistics to sales or prospect in full alignment with sales team showcasing usage and performance of Webbing service.- Act as the primary point of contact between the sales team, customers, and other inter-department resources. - Process sales demo/pilot orders while establishing timelines as applicable in full coordination with Sales. - Assist with facilitating device onboarding requirements via partnership with assigned Sales Engineer.- Setup MyWebbing portal profile and client portal login access, making sure all relevant data is updated with accurate client information and providing the proper permission levels.- Manage the scheduling/coordination of MyWebbing portal demonstrations CNCT/CTRL.- Gather and report customer feedback to help improve products, services, and processes.- Maintain and update customer relationship management (CRM) systems with accurate and current information in partnership with Sales.- Monitor key performance indicators (KPIs) and provide insights to improve sales strategies.- Identify areas where sales processes can be improved and recommend solutions.- Assist in the training of new sales staff and ensure they are familiar with systems and processes.

- Spearhead and guide a high-performing team of Customer Success Managers, offering unwavering support, insightful mentorship, and strategic direction.- Formulate and execute comprehensive strategies aimed at elevating customer satisfaction and bolstering retention rates, driving the organization towards sustained success.- Forge strong partnerships with diverse teams to orchestrate and implement impactful customer success initiatives, fostering a unified approach to achieving company objectives.- Establish, monitor, and refine key performance indicators (KPIs) to gauge team performance, ensuring alignment with overarching success metrics and continuous improvement.- Conduct regular training sessions, equipping the team with up-to-date product knowledge, industry insights, and best practices in customer success to maintain a competitive edge.- Analyze customer feedback and data meticulously, pinpointing areas for enhancement, and proactively implementing corrective actions to optimize the overall customer experience.- Serve as the go-to escalation point for intricate customer issues, guaranteeing swift and effective resolutions, thereby reinforcing trust and loyalty.- Foster a collaborative and positive team culture, instilling a shared commitment to customer success and a dedication to continuous improvement, creating an environment where everyone thrives.

- Implemented effective project management methodologies (Agile, Scrum, Waterfall), tools, and best practices to increase project efficiency while mitigating risks for our largest Commercial, Government Local, State, and Federal customer base. - Managed large-scale projects, ensuring completion within budget and timeline constraints by identifying critical stakeholders, developing thorough execution strategies, defining project scope, orchestrating team activities, and establishing comprehensive timelines for deliverables.- Demonstrated expertise in navigating the intricate landscape of commercial and government contracts, procurement processes, and compliance frameworks, resulting in seamless project execution for strategic Commercial, Government Local, State, and Federal customers.- Established and cultivated strong relationships with commercial and government officials, regulators, and other relevant stakeholders, facilitating effective project coordination and support with 98% client satisfaction rate. - Conducted training for Public Safety Entity IT administrators, enabling effective utilization of online services connected to FirstNet, enhancing user capabilities and ensuring seamless interactions with the system.- Played a pivotal role in curriculum development for team trainings, certifications, and the build of IoT Control Center FirstNet engagement process, demonstrating expertise in educational program development and project leadership.

- Supported AT&T's most complex and strategic customers by creating a broader and deeper relationship with the customer and owning the customer service experience.- Pivotal team member on all customer crisis issues and held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction.- Led cross-functional teams in bringing resolution to client issues, engaging other departments and being champion for status reports back to customer and leadership. Used various internal/external systems and tools to troubleshoot problems through issue resolution.- Developed and implemented comprehensive program plans to minimize churn, provided rate plan analysis and recommendations on monthly/quarterly basis.- Primary point of intake on a 24 x 7 basis and charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints.- Implemented and managed client service action plans to correct recurring or longstanding service related through risk assessment and management.

Enterprise Business Solutions Svc Mgt

- Supported AT&Ts most complex and strategic wireline/mobility customers by creating a broader and deeper relationship with the customer and owning the customer service experience. - Strategically partnered with others in service management, sales and service assurance/delivery teams to deliver exceptional results.- Pivotal team member on all customer crisis issues, this position is held accountable for all customer issues while simultaneously concentrating on process improvement and customer satisfaction. - Served as the point of intake on a 24 x 7 basis and is charged with resolving customer issues with the independent authority to escalate to whatever level as necessary to expeditiously resolve customer complaints. - Used online tools to extract, analyze and customize data for stewardship reports that include provisioning, maintenance and billing items. - Analyzed performance data drives the actionable items to support customer need. - Managed resolution to issues, engaging other departments and being champion for status reports back to customer and leadership. - Used various systems to troubleshoot problems and determines possible resolution. - Promoted use of on-line servicing and billing tools with the customers as an alternative approach to resolve customer issues. - Developed and maintain customer specific service guides that provides the customer and ATT a guide to doing business together. - Successfully developed and implement comprehensive program to minimize churn; provide rate plan analysis and recommendations based upon customer request. - Partnered with billing group to manage resolution of billing disputes, issue adjustments and accounts receivable associated with errors.

Enterprise Business Solutions Svc Mgt

- Established and maintained long-term relationships with key contacts (up to the C Level) which enabled our Sales partners to better penetrate the account strategically.- Provided proactive account management by running (monthly, quarterly, and annual reports) then presented the quantitative information to my sales partners and key stakeholders within my assigned module.- Interfaced with client’s designated program administrator to provide national service solutions which met client needs in all core care competencies: billing and expense management, post-sale customer education on wireless service and equipment, as well as technical troubleshooting and problem solving.- Proactively mentored new hires while developing process documents, coordinating reoccurring meetings and providing constructive feedback via periodic evaluations.

Bothell, Washington

- As Gatekeeper managed Business Operations queues to maximize work load resolution, distribute work to all parties involved with emphasis of importance of maintaining quality and service level agreement times.- Provided expert service and support on multi markets/regions accounts including migrations, account splits, attachments and price plan analysis.- Contributed to establishing average handle times, process and improvement efficiencies, new system/software material training and side-by-side coaching.- Assisted supervisors with organizational tasks, meetings, account resolutions and coordinating all department escalations.- Demonstrated ability to learn, assess and analyze various types of businesses, operations and structure.

- Assisted in the delegation and completion of a number of diverse external/internal business projects. - Responsible for the completion of the activation process, including: sales, building accounts, credit checks, price plan analysis and phone programming.- Provided email/phone support for internal and external business segment customers, while negotiating competitive rate plan analysis for existing and new account acquisitions.- Provided tier 2 technical troubleshooting, equipment and roaming support for voice and data services.