Customer Service Control Specialist

Kevin L. Malone

***** ********* *******, *** ***

Houston, TX 77040

346-***-****(home) 346-***-**** (cell) *********@*****.*** (email) PROFESSIONAL PROFILE

Extensive experience in setting and prioritizing in a high change environment. Demonstrated track record of success for multitasking and completing projects in a timely and efficient manner. Known for having a solid understanding and practical application of key business concepts. Excellent interpersonal communication skills and ability work with people from all backgrounds and cultures. Able to work under stress and in adverse climate conditions. Ability to grasp complicated ideas quickly and to complete tasks in a timely manner.

PROFESSIONAL EXPERIENCE

COMCAST, HOUSTON, TX 2005-Present

(FORMERLY TIME WARNER CABLE)

Quality Control Specialist

Supported the technical operations department managing the partners that work in the Houston market. Inspected the quality of work performed by the contracting partners that work in the Houston market.

● Audit multi-dwelling units and single family homes for cable theft or improper cable services

● Train new hires in the field on the proper procedures for auditing different types of homes

● Create reports and disseminate findings related to operations in timely manner to improve departmental effectiveness and efficiencies

● Interfaced regularly with management and local contracting partners promoting the ideals and interest of Comcast

● Demonstrated team player by assisting with special projects

● Maintained a high-level of customer satisfaction by offering dedicated and personal client care

● Demonstrated company philosophy and core values resulting in positive issues resolution

● Ability to deal with confidential matters with the highest level of ethical standards and integrity

● Worked well independently as well as within a team environment

● Analyzed current methods and procedures, advise and suggest changes needed TIME WARNER CABLE, HOUSTON, TX 2003-2005

Customer Account Executive

● Provided one-on-one customer service assistance in the selection and purchase of cable services that best meet the client’s needs

● Maintained a high-level of customer satisfaction by offering dedicated and personal client care, which resulted in greater sales

● Attracted potential customers by answering product and service questions and suggesting information about other products and services

● Demonstrated company philosophy and core values resulting in positive issues resolution

● Scheduled customer appointments in accordance with established procedures

● Documented customer transactions accurately in company’s billing system

● Researched and resolved subscriber concerns and problems in order to maintain a positive relationship with customers

● Able to optimize the value for customers by identifying and providing recommendations through solution based selling

● Sustained a current knowledge of code and save offers, troubleshooting and billing for an effective retentive approach

● Coordinated with co-workers and other departments as appropriate TIME WARNER CABLE, HOUSTON, TX 2000-2003

Installation Repair Technician

● Responsible for performing multi-product installations, additional outlets, reconnects, change of service, and troubleshooting from customer premise equipment (CPE) to tap for routine multi-product and bundled installations for residential and business customers in accordance with Time Warner Cable procedures and practices

● Represented the company and its service philosophy to the customer(s)

● Functioned with an increased degree of proficiency and a decreased degree of supervision with regard to those skills and tasks for which training and instruction

● Communicated with customers in a clear and straight forward manner

● Completed installations from tap including troubleshooting the forward and return path in the drop from the tap to the customer’s equipment for multiple services to customer equipment in single and multiple family dwellings including prewired units

● Reviewed all requested services with the customer in order to ensure understanding and agreement while surveying the installation route and reviewing proposed route with the customer in order to obtain agreement on the location of cable outlet(s)

● Inspected existing bond/ground to ensure compliance with Company and National Electrical Code (NEC) requirements

● Made new ground as required in order to protect employees, customers, and equipment from electrical shock or damage

● Maintained great integrity while handling customer’s personal identifiable information

● Solid knowledge of products and service provided by Time Warner Cable

● Represented the company by professionally interacting with external customers EDUCATION AND COMPUTER SKILLS

Diploma Evan E. Worthing High School

● MS Office (Excel, Outlook), Internet, Email, ACSR

● Typing 40 wpm Microsoft 10

VOLUNTEER & COMMUNITY INVOLVEMENT

● Earth Day,Big Brothers Strong

● Comcast Cares Day

● United Way

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