EDWARD HUMES III

Maywood, IL ***** 708-***-****

ad3fqa@r.postjobfree.com

RESULTS-FOCUSED MANAGER

Progress-oriented leader with 13+ years of excelled management proficiencies directing teams to meet and exceed operational goals. Successful trainer who monitors staff based on documented standards while exercising high integrity when conducting meetings and driving productivity. Kind, yet effective, counselor with positive attitude and customized feedback skills to effectively oversee team members seeks a sales management position within your noteworthy company.

CAREER HIGHLIGHTS

Awarded 2021 GCR (Greater Chicago Region) Supervisor of the Year out of 90 supervisors based on best metrics.

Earned several promotions throughout 18+year career at Comcast, steadily exceeding expectations, and quotas.

Train 13+ members by setting standards, meeting quotas, supporting strengths, and transforming weaknesses.

Implement time management, organizational, and interpersonal skills assuring effective administration of service.

Address customer questions and concerns with expertise and knowledge in products, services, billing, and orders.

Assure operational efficiencies through productivity, quality control, customer satisfaction, and trouble calls.

Rectify client accounts documenting detailed information for upper management review within a timely manner.

RELEVANT EXPERIENCE

COMCAST 2005 – 2023

Technical Operations Supervisor (2018 –2023) Chicago, IL

Actively hold required meetings for technical staff of 15 to discuss performance goals and customer news/needs.

Reliably serve as first supervisory level on call and handle difficult customer complaints referred by technicians.

Lead cross-functional projects involving multiple teams and successfully track progress from beginning to end.

Exhibit mentoring and team building skills interacting with upper management and productive staff members.

Recruited, selected, and hired new staff and performed employee evaluations and carried out disciplinary actions.

Manage and report key performance indicators: average speed to answer, abandon rate, and service level %.

Express project objectives, vision, and production specifications to parties of each assignment in layman terms.

Uplift team morale leading to low turnover, progressive staff development, and friendly work atmosphere.

Fulfill daily quality assurance obligations by accurately auditing tickets worked and calls taken by direct reports.

S.W.A.T., Technical Support, Region-Workforce Operations (2015 – 2018) Elmhurst, IL

Scrubbed priority work-orders to ensure accurate truck rolls and proactively trouble shoot to solve problems.

Effectively communicated with multiple departments about network issues, account updates, and client concerns.

Conducted meetings with department team leads, providing real-time updates on upcoming products and services.

Exercised independent judgment and discretion in matters of significance consulting with supervisors as needed.

Maintained consistent work ethic under pressure while completing complex tasks within allotted timeframes.

Guaranteed positive customer experiences by building rapport and maintaining concise log records of calls.

Willingly participated in 2017 PDP (Professional Development Program) program to boost leadership abilities.

Communications Technician - Technical Operations (2005 – 2015) Rolling Meadows, IL

Responded to demands of new technology deployment by paying attention to in-house demonstrative methods.

Successfully ran lines, antennas, coax, and apply connectors demonstrating ability to fulfill expected duties.

Tested cable installation aspects, best assisting clients with service dilemmas leaving consumers 100% satisfied.

Comprehended customer detail plans collaborating with staff and often times operating with minimal supervision.

Exhibited ability to quickly learn and clearly communicate changing regulatory guidelines, following directions.

Supported and trained incoming technicians offering maintenance and service assistance per supervisor requests.

EDUCATION

Bachelor of Arts in Business Administration Certifications

Concentration: Marketing Management

University of Maine at Machias, Machias, ME

Home Networking (internet-based + phone cable TV)

Commercial Networking (internet-based + phone)

OSHA 30-hours

Contact this candidate