Experience

Integrity Electrical Solutions, LLC

• United States
• Construction
• 1 - 100 Employee

• Dispatch

  • Apr 2013 - Present

  Administrative Support -Dispatcher Work with customers and internal resources to provide service and support required by all parties. Plan, direct and coordinate activities of field personnel to ensure that every customer’s needs are accomplished within their expected time frame. • Responsible for knowing about each service job including scheduling, planning, cost and profit, production, fabrication, delivery, and installation. • Suggest methods to improve company operations, processes, efficiency, and service to customers. • Arrange for recruitment and assignment of field personnel to meet job schedule and budget. • Coordinate with Service & Account Executives to outline work plan and understand individual project goals. • Review status of jobs in progress and modify schedules or plans as required. • Manage social media applications, identify trends and make customer contact regarding any negative reviews. • Develop, organize and execute marketing campaigns to help generate new clientele and revenue. • Enter and process payroll for all field personnel. • Serve as administrative support for both President/VP and Executive Management. Show less



Applewood Plumbing Heating & Electric

• United States
• Consumer Services
• 1 - 100 Employee

• Lead Dispatcher

  • Jul 2007 - Apr 2013

  Customer Service-Lead Dispatcher Responsible for assuring that the Dispatch department maintains effective daily communications between the customer and technicians who service those customers. • Prioritize and dispatch service requests to field technicians via IPhone/email in order to meet the customer's service needs. • Initiate actions to verify or respond to changes in appointment times, including contacting customers to verify scheduled appointments, notifying customers when field technicians will be late, rescheduling missed appointments, and placing follow up phone calls ensuring the customers satisfaction. • Receive inbound calls, provide information regarding services and scheduling service for HVAC, Plumbing and/or Electrical needs. • Pull work permits as needed in the city and county of Denver and the surrounding areas. • Highlight trends and suggest ideas for process improvement and training opportunities. Make recommendations for improving internal/departmental process flows. Show less



Verint Cyber Intelligence

• Software Development
• 100 - 200 Employee

• Support Analyst

  • Jan 2007 - Aug 2009

  Video Solutions-Contact Center Support Analyst First point of contact for customer service inquiries received via phone and/or remedy ticketing system. Responsible for creating/system maintenance of service requests in the Oracle database. • Assess nature of problem and perform basic troubleshooting steps, escalating issues as needed. • Provide suggestions and help implement departmental changes • Monitor Oracle system database, create RMA service requests, verify warranty and maintain/associate product serial numbers • Follow progress of requests made; ensure requests are resolved in a timely manner, ensuring customer satisfaction. • Recognized for top performance/metrics company wide. Show less



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Customer Service Development-Quality Analyst

  • Jun 2005 - Jun 2006

  Customer Service Development-Quality Analyst (2005-2006)Operate in accordance with Comcast Business Rules; Maintain knowledge of all products, processes and procedures for Digital Phone, Digital Voice (VOIP), High Speed Internet, Video and Wireless.• Performed vendor call monitoring, highlighting trends and suggest ideas for process improvement and training opportunities, making recommendations for improving internal/departmental process flows.• Ensured that vendor partners are using the correct tools, following company policies and procedures, as well as, perform internal CQE audits accurately providing the correct feedback.• Established ability to partner, lead and influence others, facilitate easily among multi-functional teams and leadership levels. Take personal initiative and accountability to learn, apply feedback and adapt in a collaborative work team and changing environment.• Demonstrated the ability to provide coaching feedback to vendor leadership, overcome objections, and maintain professionalism.• Function as a subject-matter-expert for corporate quality standards including the Comcast Quality Experience philosophy Show less

• Shared Services-Process Improvement Analyst

  • Jun 2004 - Jun 2005

  Shared Services-Process Improvement Analyst (2004-2005)Conducts daily evaluation and verification activities of knowledge base documentation to improve customer satisfaction and business performance. Reports findings to functional stakeholders within the Comcast organization and works with appropriate personnel to improve the quality and consistency of knowledge base content to drive higher customer satisfaction. • Designs and implements processes and tools to monitor performance in the Comcast Digital Phone, Digital Voice (VOIP), Vendor, and Shared Services customer care centers. • Explores recurring problems in light of work processes, policies or procedures and recommends ways to resolve problems to improve customer service and productivity. • Works closely with internal and external support teams, including submission and verification of communication requests. • Actively participates and supports weekly and monthly functional calls and team meetings. Show less

• Communication Management-Quality Assurance

  • Aug 2003 - Jun 2004

  Communication Management-Quality Assurance (2003-2004)Ensure quality assurance programs, policies, and procedures are implemented and executed as required. Confirm that corrective action measures are put into practice and followed through.• Depended upon to follow-up with internal groups and vendors to insure that system commitments were met and maintained• Work effectively with vendors on client calibrations, monitoring consistency and adherence to policy.• Update internal communications, acting as an information source answering questions as they relate to policies and procedures• Obtain knowledge of new procedures that have been or will be deployed to external clients• Support internal and field staff in conduction analysis and developing management reports• Identify and resolve potential problem areas• Helped reduce quality gap between department and vendors by 35%• Traveled to vendor sites to facilitate new Quality Assurance program Show less



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Human Resources-HRIS Support Analyst & Security Administrator

  • Sep 2001 - Jun 2003

  Human Resources-HRIS Support Analyst & Security Administrator (2001 to 2003)Provide employee relation support for human resource professionals in 17 major markets, supporting over 42,000 employees. Audit data entered into the HRIS system, monitor consistency and adherence to policy, ensuring integrity of both the HRIS system and employee files. Identify and resolve potential problem areas.• Serve as first line support to end-users, responsible for administrative maintenance to HRIS system, including system security, reporting, connectivity and table maintenance• Assist in implementing and enforcing human resource policies and practices as they relate to compensation, recruitment and other related human resource issues• Input crucial data into HR/Payroll (PeopleSoft) system, validate employees compensation is correct. Interact with vendors and employees to resolve payroll and benefit discrepancies• Under general supervision, carry out broad and complex assignments requiring comprehensive knowledge in the field of specialization and of the organization in order to interpret and apply procedures, as well as develop recommendations for change• Proof read and assist in writing human resource training documentation that is used both internally and externally• Generated bi-weekly reporting for the States, to help identify all new hires of AT&T Broadband, from all markets. This ensures that garnishments are deducted properly for those employees who apply• Created, maintained and assisted in the automation of the Operational Excellence monthly reports, which reduced data input errors from 32% to 1% over a 3-month period• Received an award for the development of “Employee Services Satisfaction Initiatives Program” June 2002 Show less

• Workforce Management-LNP Group Coordinator

  • Oct 1999 - Sep 2001

  Workforce Management-LNP Group Coordinator (1999-2001)Lead a team that processed and reviewed reports for telephone numbers from local exchange carriers. Successfully managed deadlines, interfaced with telephony related departments, and worked with various levels of management to ensure the process of number portability was completed.• Supervised the workload for team members, ensured all logs and spreadsheets were completely processed by close of business daily• In charge of completing follow-ups with vendors and internal groups to insure service commitments were met and maintained• Helped design/write department policies/procedures. Created job aids assisting representatives with guidelines outside the department • Assisted in the training of staff to facilitate the installation and satisfaction of our customers Show less

• Customer Service-Advanced Service & Sales Representative

  • Aug 1998 - Oct 1999

  Customer Service-Advanced Service and Sales Representative (1998-1999) Effectively assisted customers with product, technical and billing inquiries. • Entered account information into billing system in order to accurately execute customer orders, schedule installs and trouble calls, and document customer accounts on a daily basis• Increased customer retention/satisfaction by offering new products and services that fulfill the subscriber’s needs and wants• Utilized troubleshooting skills to resolve customer service problems and to minimize unnecessary truck rolls• Worked with corporate executive staff in resolving difficult customer issues• Provided on the job training for new and current employees regarding products and customer service• Recognized for Quality, Adherence, Attendance and Sales• Selected and was apart of AT&T Broadband recruitment video Show less