Customer Service Sales

CHRIS GIEDEMAN

***** ***** ***** *** *****, NV **129

Phone: 702-***-**** . Email: *.********@*****.***

Customer Service Supervisor (ATS and MD)

*2011-2013

Time Warner Cable - Garden Grove, CA

(*Departments relocated to Garden Grove from Anaheim resulting in 3-4 hour

daily commute.)

Operations supervisor with experience and ability in multiple technical and

customer service (sales, billing, training, retention and quality) roles

within large call centers. Departments handled all customer service and

technical issues from field technicians and their customers. The other

department provided maintenance dispatching for the PacWest South market

both from an inbound contact center.

. Led two departments in all aspects of their duties within an inbound

call center environment: analytics, sales, quality, technical skills,

building rapport, empathy, customer service, call control, internal

departmental communications and alike.

. Review of weekly and monthly departmental Key Performance Indicators

in order to meet all dual department goals and maintain salary budgets

guidelines in respect to over time and alike.

. Monitors customer service actions as well as field and equipment

trends to assure they are clearly communicated to all involved parties

in a timely manner.

. Responsible for developing and implementing communications, training

materials, silo bridging relationships within technical groups.

. MVP award submission candidate from my leader, Trisha Norwood.

. Certificate for Diversity and Inclusion for Leaders at Time Warner

Cable.

. Ability to lead, co-chair and /or manage multiple simultaneous

programs and projects and be able to reach across silos to bring

people together.

. ATS: Surpassed yearly Trouble Call Cancellation goal by 40% generating

1.2M in additional free cash.

Examples -

Maintenance Process Standardization: Lead initiative to standardize

processes and procedures across our South footprint. Now complete. A

senior management initiative. Process was chaired by Ben Gilmour. I

developed, reviewed/processed, gather information and implemented

standardization. This was done through crossing silos and with

feedback from the leadership teams.

Digital Set-top Box Replacement Program: Program designed to replace

failing units in customer's home and analytics associated with

replacement vs. service calls combined with trending against capital

expenditure costs.

Technical Service Troubleshooting Workflows: Designed to help new hire

onboarding process. It covers troubleshooting topics/ procedures for

all products, equipment, tools training and has contact lists etc.

Technical Operations Manager

*2007-2011

Cox Communications - San Diego, CA

(*Lay-off; department relocated to Ohio)

Experienced leader in multiple technical, operations and customer service

(sales, billing and quality) roles.

. Coached teams and sub-groups in all aspects of their duties within an

inbound call center environment: quality, selling techniques,

technical skills, customer service and first call resolution. This

also included trend and financial analysis of call volume, forecasting

and head count concerns.

. Review of weekly and monthly departmental Key Performance Indicators

in order to meet all goals such as AHT, Hold/ Idle times, First Call

Resolution and alike.

. Monitors customer service actions as well as field and equipment

trends (all California markets) to assure they are clearly

communicated to all involved parties in a timely manner.

Example - Update TOC/ NOC, Technical Support, Sales, Business

Services, other service personnel and customers.

. Responsible for developing and implementing communications, training

materials, incentives and lead generation techniques within technical

groups.

. Responsible for the accounting of crediting, retention and billing

reports.

. Project lead on multiple simultaneous programs.

Regional Customer Service Supervisor

Comcast - North East Central Division (System takeover from TWC)

2007-2007

Provided call center leadership support within the region with regards to

all Key Performance Indicators (KPI).

. Customer support review and new product integration of all products

lines within an inbound call center environment (ability to drive

customer service metrics such as reduction of repeat trouble calls,

late techs, billing systems glitches into effective reports for

increasing revenue streams).

. Call quality metrics and training. Call center operations background

in all areas such forecasting calls to headcount ratios, IVR, phones

switches/ routing, hunt groups, costs per call, staffing models and

BCP.

. Developed training materials and call scripts.

. Development of sales incentives and campaigns.

. Coached teams in all aspects of their duties: call quality, sales

techniques, technical skills, building rapport, empathy, first call

resolution, customer service and call control.

Customer Service Supervisor

Time Warner Cable - Houston, TX

2004-2006

Manage, coach, motivate and mentor teams of technical agents within a

department of 300+ employees.

. Assist with short and medium range planning, development and adherence

to division goals.

. Develop, implement and lead the Customer Satisfaction Department

(CSD); a group designed to interact directly with key Senior

Management with an emphasis on root cause analysis of customer service

and field escalations resulting in need for retention.

. Create detailed reporting to reduce escalations and increase retention

throughout the Houston system.

. Involved in numerous field, dispatch and customer service related

projects (technician routing for first job and "days out" issues).

Extra-Curricular Activities and Special Accomplishments:

. *** 2006 Leader of the Year by the Texas Friends of Time Warner Cable

Political Action Committee (Led Texas' divisions in fund raising for

PAC).

. *** Supervisor of the Month - May 2005 (Local leadership award not PAC

related).

. *** Division was ranked #1 in the nation for 2006 Service Levels.

Sr. High Capacity Technician- Broadband Engineering

Cox Communications (Corporate) - San Diego, CA Relocated

to Houston 2002-2002

. Maintains customer-centric focus to ensure that problems are resolved

in an efficient and satisfactory manner. Perform tier 3 and 4 level

troubleshooting on Commercial High Capacity circuits (T1, T3, OC3-

OC128 and 10meg-100meg fiber). Tier 3 includes routine changes and

data collection for troubleshooting and root-cause analysis. Tier 4

requires the ability to perform complex network fault isolation and

security profiling.

. Knowledge of various phone system deployment techniques both VOIP and

traditional hardwire. Residential and commercial installation

experience including fiber.

. Coordinates with other divisions (NOC, SOC, Central Office, etc.) as

applicable. Verify router and switch configurations (BGP, Access

Lists, VLAN etc.).

. Point of contact for escalated public relations issues; act as a

liaison with Hi-Cap VIP clients (TelMex - Tijuana's Internet provider,

Red Cross, St. Vincent DePaul, SPAWAR - U.S. defense contractor, 24

Hour Fitness, college/city officials and alike).

Extra-Curricular Activities and Special Accomplishments:

. Provide technical support, training and information to level 1 and 2

technicians.

. Assists Directors and Managers in accomplishing company goals and

objectives by developing standards, monitoring performance, providing

feedback, coaching, counseling and evaluating job performance.

. Develop and implement monthly ticket tracking. Created a secure web

based information portal. Clearly outlined trouble ticketing

procedures from all groups to Broadband Engineering.

. Created High Capacity Account List; uses a computer-based application,

sorts by various criteria. Available on CD-ROM, a notebook or via the

web.

. Develop comprehensive monthly report of Hi-Cap services.

Customer Relations Specialist

Cox Business Services (CBS) - San Diego, CA

*Promotion* 2000-2002

. Responsible for the department's day to day activities.

. Diagnose/troubleshoot CBS's entire suite of products; Data, Telephony

and Cable services.

. Worked in conjunction with sales engineering on proper configurations

of PBXs, routers, CSU/DSUs, validated point to point modem tunneling

etc.

. Coordinate with other divisions (NOC, SOC, Central Office, etc) as

applicable.

. Point of contact for escalated troubleshooting issues; act as a

liaison with VIP clients.

Extra-Curricular Activities and Special Accomplishments:

. Manage the DNS Process; allow customers to access their websites and

email retrieval.

. Authored and developed "Wire Plan Pro": Program that "insures" a

customer's inside phone wiring.

. Created Visio based troubleshooting flow charts distributed to all CBS

systems.

. Created a web based paging system; allows CBS to efficiently

contact/track employees.

. Created the back-up email server system.

Selected Additional Expertise:

. Network Operations Center

. Call Center Operations

. Workforce Management

. Forecasting

. Budgeting

. Customer Relation Management

. Six Sigma

. Technical/ Customer Service Writing and Training Methods

. Quality Assurance

. Cost Reductions

. Human Capital

. Phone Porting

. Dispatching

. Performance Management and Operational Efficiencies

. Training in Commercial Installation

. Experience with trouble ticket systems and NOC based customer support

. Visio and Excel (advanced skills such as Pivot Tables)

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