Jay Lewis - Product Manager, Inspire Brands

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Work Background

Inspire BrandsProduct Lead, Customer Service - Digital Guest Experience

Aug. 2023Sandy Springs, Georgia, United States · HybridLed the product initiative for standardizing the customer care technology stack by evaluating and recommending vendors to enhance efficiency. Developed a 12-18 month product roadmap for consumer-facing digital solutions in the Customer Service domain, aligning with business goals and customer needs. Collaborated with stakeholders to gather and understand business requirements, ensuring alignment with strategic objectives and stakeholder scenarios. Planned and optimized support processes across multiple channels (phone, email, chat, social media, self-service portals, in-person support), to ensure seamless customer interactions. Led strategic planning to standardize and improve customer care across multiple brands, to create consistent and high-quality customer experiences. Proposed and finalized a high-level chatbot solution to proactively resolve low-priority customer concerns, aiming to reduce live interactions by 30%. Developed a comprehensive plan for a robust knowledge base and customer care automation system, promoting self-service to reduce live agent support by 25%. Outlined and implemented tools and strategies to enhance agent resolution times and response efficiency, to improve overall agent performance by 20%. Engaged with various stakeholders to collect and interpret business needs, ensuring effective communication and alignment. Collaborated on detailed slide decks and presentations to effectively communicate RFP requirements and scope. Prioritized consumer and business opportunities, assessed business cases , and defined core business requirements.

FreelancePhotographer/Videographer

Apr. 2020Atlanta Metropolitan Area · On-site

CallRailProduct Manager

Mar. 2021 - Aug. 2023Partnered with Lead PM to redesign the mobile application increasing monthly, weekly, and daily active users by 10%. Overhauled the legacy source code of two mobile production applications, resulting in increased usability and fewer crashes by 25%. Collaborate with developers and product management team to assess project outcomes and prioritize future app features based on success metrics. UAT and submit approved mobile apps to App Store or Play Store. Developed user engagement analytics strategy, providing first insights on user feedback. Worked to enhance internal tools for customer facing teams. Identify key areas of improvement to enhance product features for optimal user in app experience. Update documentation for customer facing teams to help streamline escalations for backend customer processes. Documents defined requirements and user stories as the source of detailed requirements for development to optimize product platform. Create and collaborate on detailed functional designs, using Agile methodologies and tools. Research business requirements for product enhancements to improve product adoption. Lead agile rituals such as daily standup, grooming, planning and retrospectives. Define and prioritize user stories for developers, quality assurance (QA) and user experience (UX) teams to improve product feature adoption.

CallRailTechnical Product Support Engineer

Jan. 2019 - Mar. 2021Implemented automation and frameworks for custom API scripts, standardizing process for Partnership Sales and Enterprise teams reducing internal workflow timelines by 30%. Advised customers how to install Javascript tools, troubleshoot client-side JavaScript on live websites and configure third-party integration using audit logs and REST API requests, responses, and errors to debug issues. Collaborated with Project Manager to define and prioritize user stories for developers, quality assurance (QA) and user experience (UX) teams to improve product feature adoption. Prepared, alongside Engineering Support team to create and enhance internal tools to improve internal client facing teams’ efficiency and workflow.

CallRailProduct Support Specialist

Nov. 2017 - Dec. 2018Atlanta, GeorgiaTriaged technical escalations using recommended best practices to help reduce TTR and increase SLA completion time by 15%. Implemented strategies to decrease TTR using the app to troubleshoot, locate, replicate and repair issues/bugs. Improved customers’ number setup to ensure proper call routing configuration. Triaged customer call routing issues by adjusting SIP termination routes in relation to forwarding numbers associated with customer number configurations. Analyzed and influenced technical analysis/support for existing clients. Triaged support tickets to determine required actions and decide if escalation is necessary.

@propertiesProduct Manager

Jan. 2022 - Mar. 2022Chicago, Illinois, United States · Remote

SGMC HealthPatient Services Specialist

Aug. 2016 - Jun. 2017Valdosta, Georgia, United States · On-site

Elead CRMInbound Sales Representative

May. 2014 - May. 2016Valdosta, Georgia, United StatesProvides quality calls and represent dealerships in a professional manner. Set appointments for incoming prospects on live calls based on their needs. Follow call guidelines to keep the company compliant with FCC rules. Provides detailed communication with client dealerships. Maintains a volume of work in relation to volume required for proficient job performance

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