T.S. Wells
About T.S. Wells
T.S. Wells is a Technical Account Manager at RingCentral, where he has worked since 2021, leveraging his expertise in network performance and customer support. He holds an MBA from Campbell University and has a diverse background in technical consulting and account management across various organizations.
Work at RingCentral
T.S. Wells has been employed at RingCentral as a Technical Account Manager since 2021. In this role, he focuses on leveraging network performance monitoring tools to identify and resolve connectivity issues. He collaborates with various internal teams, including Product, Engineering, Customer Success, and Support, to address complex technical challenges. Wells also hosts weekly troubleshooting and consulting sessions with C-Level Executives and Senior IT professionals at key Enterprise brands, ensuring effective communication and problem resolution.
Previous Experience
Prior to his current position, T.S. Wells worked at RingCentral as a Global Enterprise Engineer from 2020 to 2021. He also held the role of Technical Support Consultant at As You Sow for six months in 2020. His earlier career includes positions at U.S. Trust as an Account Manager & Team Lead from 2015 to 2017, and at RBC as a Sales Team Lead & Relationship Banker from 2010 to 2012. Wells began his career in customer service at SECU, where he worked from 2008 to 2010.
Education and Expertise
T.S. Wells earned a Master of Business Administration (MBA) in Business Administration and Management from Campbell University, completing his studies from 2012 to 2014. His academic background supports his technical expertise, particularly in areas such as Single Sign-On (SSO), Analytics, and Quality of Service (QoS) for Enterprise clients. This educational foundation enhances his ability to provide technical mentorship and develop effective processes for diagnosing and resolving voice quality issues.
Technical Skills and Responsibilities
In his role at RingCentral, T.S. Wells serves as a Subject Matter Expert in SSO, Analytics, and QoS, providing critical support to Enterprise clients. He monitors and escalates JIRAs to facilitate the resolution of bugs and maintains high customer satisfaction scores. His responsibilities include creating and maintaining customer-facing and internal help articles, as well as documenting detailed case notes for customer support items. Wells is dedicated to improving processes for diagnosing and resolving technical issues.
Current Role at RLW Technologies L.L.C.
In addition to his position at RingCentral, T.S. Wells has been working at RLW Technologies L.L.C. as a Technical Consultant since 2018. This role complements his technical account management responsibilities, allowing him to apply his expertise in various consulting capacities. His experience across multiple organizations enhances his ability to deliver effective solutions and maintain customer relationships.