Jennifer K. O’Hare

Denver, Colorado ***** adpo2m@r.postjobfree.com

Mobile: 720-***-**** linkedin.com/in/jennifer-o’hare-2a26b512 Experienced Leader with proven skills to develop cohesive teams and successful processes to provide exceptional customer service

Dedicated to providing organized and thorough business concepts and strategies that establish and encourage cohesive teamwork, excellent internal and external customer support and relationships for effective process and daily workflow. Innovative and organized leader able to manage, delegate and streamline challenging tasks and assignments while empowering workforce to partner and work together Key Strengths

• Solid Leadership & Management Skills

• Strategic Thinking and Planning

• Effective Team Builder and Team Player

• Outstanding customer service skills

• Organized, Reliable, Flexible

• Proficient in all desk top productivity applications and reporting

• Volunteer & Community Work

• Decisive & Inclusive Leadership Approach

• Enthusiastic Sales techniques

• Skilled coaching and motivating techniques

• Excellent verbal and written communication

• Self-Motivated, Enthusiastic

• Excellent troubleshooting and analytical skills

Work Experience

Coldwell Banker Realty November 21, 2020 – Current Real Estate Agent

• Solid understanding of Colorado Real Estate Contracts and Colorado Real Estate Laws

• Develop and maintain strong relationship with lenders, appraisers, home inspectors and escrow companies

• Cultivate trusting relationships while building real estate network o Guiding clients ready to purchase home or who require repair steps to purchase home

• Market, Analyze Market utilizing RE Colorado research and reporting tools

• Identify customer qualifications, specific needs, select specific properties

• Outstanding customer service skills for customers and colleagues in the industry Zayo Group September 10, 2018 – May 17, 2020

Tier III Optical Lead

• Supported and Managed Tier III Technicians on Operations Team

• Consistent one on ones for career building and assist with career development career goals

• Manage and provide leadership to team handling on install, repair and grooms for network Infinera, Ciena, Cyan, Nokia platforms

o Created onboarding training process and development evaluation

• Implemented and rolled out hiring process and managed hiring process for growing Tier III Advanced Technician position for install and repair services

• Created quarterly reports and presentations providing details and updates identifying outage, and process gaps to enhance daily processes and create job aids for outages and repairs

• Supported major software upgrades for 6500/ELI Infinera systems

• Outstanding relationship building skills working with vendor teams, internal field teams, Voyant, Infinera and Ciena

• Consistent Team meetings and one on ones for career development and team growth Comcast Cable Corporation August 2017 – August 2018 Supervisor, XOC NSD, West Division

• Support NSD (Network Service Desk) teams in Colorado and Washington

• Instrumental with creating structure and consistency surrounding; time entry expectations, tracking training requirements and requests for techs, pay issues, QC consistency between both locations, one on ones, individual and combined team meetings, team building, prioritizing, updating, and implementing processes specific to overnight team, document and arrange side by sides with other XOC teams for NSD Tech’s career development

• eNPS (Employee Net Promotor) workplace scores in Nov 2017 @ 40.0 trending upward to 80.0 in April

• Managed and Supported Critical Outages and communicate to applicable teams on time frame of resolutions

Comcast Cable Corporation 2009 - 2017

Supervisor, National Operations - NASR/NCO

• Supported 130+Repair Technicians

• Provided expertise and defined and established processes for onboarding, training, and hiring

• Provided administrative support, i.e., time entry approval, attendance, and time off

• Career development to include, consistent one on ones, team meetings to strategies individual and team growth and team building

• Ticket and Call Queue management, to determine inflow / outflow of customer impacting issues, address outages in a timely manner

• Prioritize the direction of the daily workflow to delegate expectations for quality customer experience

• Escalation point of contact for critical/highly elevated customer issues to assist with time sensitive t/c requests working with national local markets, vendors and engineer teams for rapid resolution

Comcast Cable Corporation 2007 - 2009

911 Analyst

• Excellent relationship building and customer experience skills to support internal and external customers to include, Public Safety Answering Point (PSAP), County Coordinators in PA, DE, OH, NJ, various ILEC and CLEC teams

• Expert in analyzing individual and multiple customer addresses to ensure accuracy Comcast Cable Corporation/Pinpoint Staffing 2005 - 2007 Tier II Repair Technician

• Comprehensive knowledge with the end-to-end troubleshooting and escalation process for CDV and CBR provisioning issues, for the TRAC TECH I position.

• Outstanding customer service skills provided and utilized to interface with and support Field technicians, Internal Technicians, Dispatch, Local Markets, and Comcast customers from various regions all over the United States.

Knowledgeable with troubleshooting within Comcast infrastructure provisioning applications and billing systems: Remedy, ACSR, ICOMS, Comtrac, BTS SW, 5ESS SW, DMS SW, Safari SW,

• NPAC, Order Path, Cornerstone, ARRIS, NGN the research process to determine, isolate and correct network detected and residential customer reported repair and telephony outages.

• Maintain professional and good business relationships with various ILEC and CLECs to help establish a better flow for Local Number Portability and other telephony issues to achieve customer satisfaction.

• Provided and was delegated the task to assist to train team of new contractors with learning Comcast Digital Voice provisioning processes and specific workflow to ensure quality and proficiency in daily tasks

Education

Columbia College of Denver

Bachelor of General Studies / Minor International Business Completion spring 2022 Kaplan Real Estate Education / 160 required credit and obtained Colorado real estate license in 2020, current Broker Coldwell Banker Realty, 5 plus years of experience in real estate industry Learning and Development

Professional Affiliates and Volunteer Work

• Comcast Supervisor Coaching course

- Completed 2017

• DISC Personality/Behavior Course

• Larry Liberty Extensive Leadership

Training

• Diversity/Inclusion/CPNI/Emotional

Intelligence Courses

• South Metro Denver Realtors -

commission update required course

• Mountain States Employers

Council- Why would anyone

want to follow you? American

Heart Association - Team

organizer for 2021 Heart Walk

• Insights - Leadership Behavior,

personality style

• QCII Success Program at Comcast

• WICT (Women in Cable & Technology Mentee

Mentorship Program

• Denver Children’s Home - Volunteer on the planning committee for yearly silent auction, 2015 - Current Volunteer

• Comcast Cares Day - Team Event Coordinator and

participant, 2012 - 2018

• On Net Promotor Score NPS / ENPS

Champion Team for Customer Experience

improvement rolled out and communicated

this process to various teams within

organization

• American Heart Association - Team organizer

for 2021 Heart Walk

• Organized and cooked Holiday dinner for

Charter Engineers & Homeless - 2020

Professional References

Name: Vernon Tabor

Current Position: Customer Success Consultant

Company: Lumen Technologies

Name: Heather Khan

Current Position: Sr. Manager

Company: Comcast

Name: Susan Oberbillig

Current Position: President CEO

Company: Paragon Mortgage Services

Link to client and customer testimonials

https://jenniferohare.cbintouch.com

Additional references and information available upon request

Contact this candidate