Customer Service Project Management

ANDRE KELLER

**** ***** ***** ****. **. Louis, MO 63111 · 314-***-**** · ad5m1b@r.postjobfree.com

Seeking a challenging and rewarding position where I can use my strong customer service and management skills to increase the profits of the company. My excellent leadership qualities can really help me to manage all the work efficiently.

Demonstrated success record in:

·Able to motivate and lead a team through organizational change, while minimizing disruption; ability to educate staff to develop new skills. Able to work well under pressure and with minimal supervision.

·Excellent analytical skills with the ability to extract useful information from voluminous data, correlate effects to potential causes, and investigate to identify actual causes.

SKILLS

Certifications Achieved: Spectrum Superstars Award Winner 2021, ITIL 4 Foundation, Project Management Fundamentals, Network Operations Transport, Fiber Operations MTi Headend, Fiber Transport, Information Security Awareness, Understanding Cable Technology, and Six Sigma Yellow Belt.

Strong Experience in: BMC Remedy, NOC CM Portal, Scope, RCA JIRA, IRIS, Comm Desk Dashboard, Synchronoss Quick Touch, Resolvity, Issue Alert Creation, Nortel and Safari Phone Switch, Drum, EQA, RED, Sigma, and Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, Lync) SharePoint (COIN).

Demonstrates administrative knowledge of ACSR Voice/CSG Billing Systems, ICOMS, and Kronos.

PROFESSIONAL EXPERIENCE

Charter/Spectrum Communications March 2009 – January 2024

Network Operations Manager, Change Management

·Identify recurring and potential problems, recommending and implementing process/ controls and documents for prevention.

·Coordinate with teams to ensure network performance can meet or exceed the needs of the organization.

·Facilitates the Network Protection Policy with consistent positive guidance and compliance to mitigate risk and exposure to network and revenue customers.

·Provides analytic oversight of maintenance tickets to manage and alert to resource or cross service collisions, analyzes the overall impact to customers across a converged network and drives Carrier Class protocol and practices.

·Responsible for the observation, communication, and alert with guidance of non-compliance of the Network Protection Policy to drive proactive, preventive maintenance and influence effective and efficient performance management practices.

·Responsible for communication and training best practices Change Management to ensure standardization, develop user guides, process documents (internal/external) in a professional and detailed format.

·Leadership and mentoring advocate with team members and with internal and external customer relationships and with all levels of management.

Jiffy Lube February 2007 – March 2009

Store Manager

·Provided supervision and training to teammates including scheduling, coaching, performance management, and performance appraisals. Prepared payroll information for accuracy with employees and home office.

·Coached unacceptable performances, held teammates accountable, and utilize appropriate teammate performance management techniques when necessary.

EDUCATION

St. Louis Community College, Florissant Valley (STLCC)

Business Management Administration

Business Management Special Skills Training

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