Customer Service Quality Assurance

Vincent Manzella

Email: *********@********.***

Address: ** ******** **

City: Brentwood

State: NY

Zip: 11717

Country: USA

Phone: 516-***-****

Skill Level: Management

Salary Range: $50,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

.MANAGEMENT PROFESSIONAL

Industry Preference: Telecommunications

Transportation Safety Video and Audio

QUALIFICATIONS PROFILE

Highly motivated, seasoned professional with practical experience of more than 25 years of both technical and supervisory, within the telecommunications industry. Exemplify flexibility for faster adaptation to the competitive and ever-changing environment; strong leadership and relationship-building ability; organized, and skilled at maintaining and providing complex technical support, testing, and troubleshooting with a wide range of knowledge in field and vehicle safety information. Well-versed in English language; proficient in using Microsoft Word, Excel, PowerPoint, GroupWise, ETA programs, and customer database.

CORE STRENGTHS

QUALITY CONTROL AND SAFETY INSPECTION

MARK-OUTS

OPERATION MANAGEMENT

FIELD AND VEHICLE SAFETY

MAINTAIN PERFORMANCE METRICS

STAFF MANAGEMENT

REGULATORY COMPLIANCE

INSTALLATION AND TROUBLESHOOTING

ADMINISTRATIVE SUPPORT

DISPATCH AND ROUTING

CUSTOMER SERVICE

TRAINING

HIRING

DISCIPLINARY ACTIONS

PROFESSIONAL EXPERIENCE

CABLEVISION (19862011)

Field Service Supervisor PORT JEFF STATION, NY 20012011

* Organized and conducted meeting with clients on a regular basis for partnership development.

* Conducted training regarding company's safety, quality, and customer service practices, policies, and standards.

* Collaborated with the staff to promote teamwork, established working relationships with employees, and served as a conduit between employees and senior management.

* Maintained quality assurance standards on the installations and repairs on both residential and commercial accounts.

* Developed and coordinated training plans and action plans for improvement.

* Conducted field and vehicle safety inspections.

* Handled VIP calls as well as corporate and general complaints.

* Assisted in the hiring process.

* Administered corrective actions.

* Opened and closed the shop, making sure all field employees were in on time and safely.

* Routed and Dispatched work throughout the day.

* Mentored technicians and assisted with daily work.

Outside Plant Technician Hauppauge, NY 19942001

* Carried out maintenance and repair of CATV plant, both above ground and underground.

* Conducted technical research on network upgrades and components.

* Determined feasibility, cost, time required, and compatibility with current system.

* Analyzed and resolved technical problems for established networks.

Field Service Technician Woodbury, NY 19861994

* Led the installation and repair of cable TV products in subscribers' homes.

* Held responsible for the long-term planning for switch network.

* Planned and managed network projects of significant segments, such as performance reports and technical planning software.

* Worked as team member with other technical staff, such as systems to ensure connectivity and compatibility between systems.

CREDENTIALS

Certified Bucket Truck Operator Certified in CATV Broadband Installation and Repair

Certified Smith Systems Driving Safety

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