Jared Ellis
Oklahoma City,OK
Summary
Results-driven technical professional with comprehensive experience in technical support and team leadership. Proven ability to manage complex technical issues, ensuring seamless operations and high customer satisfaction. Known for effective collaboration and adaptability in dynamic environments, leveraging expertise in troubleshooting and customer service excellence.
Overview
10
10
years of professional experience
Work History
Tech Support Manager — Customer Experience
T-Mobile
OKC
08.2024 - Current
- Oversaw technical support operations, focusing on efficient ticket management and timely incident closure to enhance customer satisfaction.
- Designed and implemented cross-functional training playbooks and escalation paths to improve technical skills of frontline staff and strengthen partnerships with engineering teams.
- Established effective communication channels for knowledge sharing and feedback between experts and engineering, driving faster root-cause identification and incident resolution.
- Developed training programs to improve staff knowledge of products and services.
Lead, Magenta Champion Program
T-Mobile
05.2023 - 11.2025
- Oversaw a team of 10 high-potential professionals during a 90-day development initiative. Championed the integration of emotional intelligence training and structured feedback mechanisms to elevate communication service quality and facilitate career advancement.
- Developed and executed training initiatives that led to a 55% increase in candidate promotions following program participation.
Team Manager — Customer Experience
T-Mobile
OKC
11.2020 - 08.2024
- Achieved operational excellence by enhancing customer service operations in the Great Plains region. Elevated service quality through effective policy enforcement and targeted performance coaching. Drove significant improvements in team performance via regular call calibrations.
- Led cross-functional teams to enhance customer satisfaction and service delivery standards.
- Developed and implemented training programs to improve team performance and employee engagement.
- Developed and led community and team meetings focused on advancing coaching skills and supporting ongoing professional development.
Interim Leadership Development Manager
T-Mobile
01.2023 - 12.2023
- Created and delivered comprehensive training programs to enhance coaching effectiveness and support transition initiatives.
- Presented project updates during executive meetings to maintain transparency around progress towards key objectives while addressing any concerns raised by leadership stakeholders.
- Developed a comprehensive onboarding program for new development team members, providing necessary training and resources to enable rapid integration into ongoing projects.
Co-Lead, DE&I
T-Mobile
01.2021 - 01.2023
- Facilitated resource acquisition and collaboration among employee resource groups to promote an inclusive workplace culture.
- Facilitated professional growth of junior staff by mentoring and promoting adherence to best practices.
Change Management Director
T-Mobile/Sprint
04.2020 - 12.2020
- Facilitated effective change initiatives and training across customer experience teams to support seamless operational consolidation.
- Crafted and delivered transition plans alongside stakeholder engagement strategies and training initiatives, effectively reducing service interruptions and expediting process assimilation.
- Designed training programs to enhance employee readiness for new processes and systems.
Sprint Supervisor
T-Mobile
01.2016 - 01.2020
- Supervised frontline teams across advanced technical support, loyalty care, and general customer service; managed scheduling, performance coaching, escalations, and quality assurance to improve retention and resolution outcomes while ensuring service-level and compliance targets were met.
Education
BBA - BUSINESS MANAGEMENT
STRAYER UNIVERSITY
03-2024
Skills
- Group facilitation
- Strong verbal and non-verbal communication
- Effective problem resolution
- Effective change implementation
- Collaborative networking abilities
- Peer recognition
- Customer engagement
- Escalation management
- Operations oversight
- Remote support
- Team building
- Operations management
Awards
- Values ALLSTAR, 11/01/23
- MVP Team Manager OKC, 4
- DE&I Intersect & Connect Award, 01/01/23
Timeline
Tech Support Manager — Customer Experience
T-Mobile
08.2024 - Current
Lead, Magenta Champion Program
T-Mobile
05.2023 - 11.2025
Interim Leadership Development Manager
T-Mobile
01.2023 - 12.2023
Co-Lead, DE&I
T-Mobile
01.2021 - 01.2023
Team Manager — Customer Experience
T-Mobile
11.2020 - 08.2024
Change Management Director
T-Mobile/Sprint
04.2020 - 12.2020
Sprint Supervisor
T-Mobile
01.2016 - 01.2020
BBA - BUSINESS MANAGEMENT
STRAYER UNIVERSITY