Tech Support Customer Service

LOUIS A. OPORTO

**** ******** ******, *******, ** 06010

~ c: 203-***-****

***********@*******.***

PROFILE: Accomplished, multi-talented individual seeking to apply excellent interpersonal and technical skills to the challenge of career development. Current background is fifteen years of team management with nine years of experience, prior to 2005, as a Trainer/Instructor/IT. Outstanding communicator with a proven ability to clearly convey complex and abstract information in both written and aural form. Detail oriented with exceptional problem-solving skills and the ability to manage multiple tasks. PC proficiencies include Word, Excel and Comcast-specific/Industry-specific Tools.

EXPERIENCE

Comcast, Berlin, CT, October 2005 – Present

CommOps (Communications Operations) 3, Field Logistics Controller, July 2019 – Present

Oversee the daily routes of a Tech Team of 60 for the areas of Western Connecticut and Eastern New York within the Western New England Division. Utilize Company-specific software & our policies/procedures to provide support to Field Techs.

Functions and responsibilities include (but are not limited to):

Tech Support: Provide assistance to Field Techs to make sure that they made their appointments within the specified 2-hour timeframe or locate and re-route the job to a tech who would be able to make the appointment.

Timeframe Reports: Compile listing of all jobs for the current timeframe and verify with each tech if they will make or miss the appointment timeframe. Report findings to Field Tech Supervisor(s) for the area while locating a tech that would be able to make the timeframe. If there was a chance of a late arrival, contact our customer with Tech’s ETA. Report all misses at the end of the timeframe to Team, CommOps Supervisors and Business Partners and BP Coordinators and notate customer account as well as our tracking system.

Communication: Send and respond to Tech Messages in real-time to help reduce the tech’s calls in queue. Receive overflow phone calls and assist the field technicians. Contact customer to verify workorder details and to inform if a tech is running ahead of, or behind schedule and provide an ETA.

During the time I was the FTC for VT and New Hampshire, I was given “ACE Awards” from the VT/NH Tech Supervisors Team, Field Techs and Dispatch Management for 5 of the 6 quarters.

Virtual Tech/Customer Service (temporary to support Covid Safety Process), April 1 through June 20, 2020

As our techs were removed from in-home visit due to Covid-19, the Virtual Tech team was selected based on skill-set to take incoming customer calls. This group was the “next step” for a Care Agent to transfer the customer calls to when the Care Agent could not sort out the customer’s equipment issue.

Communication: Listen to and understand customer’s explanation to help deduce the situation. Troubleshoot the customer’s Comcast equipment issues by effectively and efficiently explaining and communicating repair instructions so that the customer could easily understand and follow them.

Technical Support: Use industry specific tools to check equipment connectivity and signal levels within customer’s home to be able to identify possible course(s) of action and follow towards reparation.

Escalations: If unable to rectify the customer’s issue, then we would either, transfer the customer to a “Tier 3 Rep”, or if the situation was beyond remote reparations and warranted a Tech visit, using industry specific tools, create an “outside only” appointment so that the tech could check the outside connections and/or drop off replacement equipment for the customer to install themselves.

CommOps 3, Customer Service Escalations, May 2016 – July 2019

Selected to spearhead a new team of six Dispatchers that will respond in Real-Time to incoming Escalation Tickets and Live Chats for both our Residential and Business Class Customer base within the Western New England region (CT, MA, NY, VT and NH) in order to rectify customer issues/concerns to reduce and/or avoid rescheduling current work or creating additional work.

Functions and responsibilities include (but are not limited to):

ER (Escalation Request) Tickets: Assign and Resolve incoming ER Tickets from Residential and Business Class Customers. Tickets range from Scheduling a “Trouble Call” for a requested timeslot to comply within guidelines (ie Residential Phone within 24 hours if open quota is not available and all Business Class has a response time of 4 hours) to working with the Field Tech Sups, Underground or Construction Teams to expedite work needed to be done.

Live Chats (OwnIt): Respond to incoming chats and work with the customer in real-time to address their concern/situation and work to resolve it; may include having to reach out to the Field Team, Field Tech Supervisors, Customer Care or Sales. Chats can range from getting a tech to return same day for an appointment that the customer missed (was not home for during timeframe) to scheduling work with the customer to stay compliant and try to accommodate their schedule.

With this Team in Place, our WNER Region saw an increase in positive Customer Feedback Scores and a reduced number of “Corporate Complaints”. Awarded 4 additional “ACE Award” from CommOps Management, along with Escalations Team, for accomplishments.

CommOps 3, Business Partner Logistical Coordinator, June 2014 – May 2016

From a suggestion to make the work between In-house Techs and Business Partner Techs more “fluid”; to be able to move work back and forth between the two teams of techs to reduce the amount of missed and late appointments. I was given the opportunity to select a team of 6 people who would primarily oversee the daily routes of a contracted BP Tech Team within the Western New England region (CT, MA, NY, VT and NH) and to work closely with the area’s local FTC Team.

Functions and responsibilities include (but are not limited to):

Tech Support: Provide assistance to BP Field Techs to make sure that they made their appointments within the specified 2-hour timeframe or locate and re-route the job to another BP or an In-house tech who would be able to make the appointment time. Assisted In-house FTC to locate a BP Tech for a missed in-house appointment. Change/update workorders to match actual work to do or create the correct job type for the type of work that is needed to be done.

Timeframe Reports: Compile listing of all jobs for the current timeframe and verify with each BP Tech if they will make or miss the appointment timeframe. Report findings to BP Coordinator Team and BP Field Tech Supervisor(s) for the area and locate a tech that would be able to make the timeframe. If there was a chance of a “miss”, contact customer with Tech’s ETA. Report all misses at shift’s end to Team, BP Coordinator Team and CommOps Supervisor.

Task Messages: Send and respond to BP Tech Messages in real-time to help reduce the calls in queue. Provide additional phone support during times of high call volume. Was always in top 3 (every week) of a department of 80 reps for total messages received and responded to. Also top 3 in fastest response time.

With this Team in Place, our WNER Region was able to increase and maintain “On-time arrivals” stats above 99% and we also realized days with 100% on-time arrivals. Awarded 3 additional “ACE Awards” from CommOps Management, along with BP Team, for accomplishments.

CommOps 3, Field Traffic Controller (Field Logistics), July 2012 – June 2014

Oversee the daily routes of a Tech Team of 60 for the states of New Hampshire and Vermont in the Western New England region. Utilize Company-specific software, policies and procedures to provide support to Field Technicians.

Functions and responsibilities include (but are not limited to):

Tech Support: Provide assistance to Field Techs to make sure that they made their appointments within the specified 2-hour timeframe or locate and re-route the job to a tech who would be able to make the appointment time. Change/update workorders to match actual work to do or create the correct job type for the type of work that is needed to be done.

Timeframe Reports: Compile listing of all jobs for the current timeframe and verify with each tech if they will make or miss the appointment timeframe. Report findings to Field Tech Supervisor(s) for the area and locate a tech that would be able to make the timeframe. If there was a chance of a “miss”, contact customer with Tech’s ETA. Report all misses at shift’s end to Team and CommOps Supervisor.

Task Messages: Send and respond to Tech Messages in real-time to help reduce the tech’s calls in queue. Provide additional phone support during times of high call volume. Was always in top 3 (every week) of a department of 80 for quantity of tasks received and responded to.

As the Lead FTC, VT and New Hampshire, I was awarded an “ACE Award” from the VT/NH Tech Supervisors Team for direct work and improved satisfaction of area techs. Also awarded 2 additional “ACE Awards” from The CommOps Supervisors for work efficiency and providing the model now currently used by the Field Traffic Controllers in WNER.

Supervisor, Workforce Operations/Fulfillment, July 06 – July 2012

Supervise a team of 15 Workforce Operations Specialists and assist in overseeing the department of 35. Create performance goals with peers for department, and my team, to develop individuals. Monitor growth by providing performance reviews and feedback. Provide support for the team and department as well as peers in and outside the department to assist in realizing and maintain the superior Comcast quality of Customer Service. Utilize knowledge of Comcast-specific products, systems, software, policies and procedures to provide support to Workforce Operators, Customer Care, Technicians, Supervisors, Management and Subscribers.

Functions and responsibilities include (but are not limited to):

Employee Development and Management: Provide performance management in the form of Focus Reviews, as well as, monitor and review department and employee metrics in relation to department goals. Partner with peers to assist in the hiring and developing of employees. Provide real-time coaching and feedback to ensure departmental consistency. Strong Development Skills will assist in developing future leaders for Comcast.

Information: Communicate job expectations to the team and support team and individuals in the compliance and adherence to company-set goals and business rules. Facilitate weekly team meetings to efficiently disseminate information with regards to new policies, procedures and to review existing ones, thus maintaining department consistency.

Training and Product Knowledge: With QC Processes in place, monitor and track individual’s use and knowledge of Comcast-specific tools and products and work with individuals to target areas of development. Offer individuals applicable courses to assist in strengthening and developing skill sets. Utilize department SMEs to assist in employee training and also partner with Comcast University for additional courses/training.

Environment/Relations: Actively promote and reinforce positive and consistent team/individual relations to create and help maintain a strong team ideology. Fostering a work environment with an “Open Door Policy” ensures communication and approachability which will enable the department to strengthen bonds and grow. Continue to maintain excellent working relationships with all internal and external customers.

Floor Support, July 06

Perform analytical, operational, and supervisory functions. Utilize knowledge of Company-specific products, systems, software, policies and procedures to provide support to Workforce Operators, Customer Care Agents, Technicians, Supervisors, Management and Subscribers.

Functions and responsibilities include (but are not limited to):

Department Support: Provide assistance to peers with questions concerning system configurations (rate codes, install codes and equipment), business rules and procedures. Provide instruction and guidance when needed.

Call Tracking: Assist Management Team by monitoring calls, talk times and operator availability in order to help reduce calls in queue. Provide additional phone support during times of high call volume.

Daily Reports: Compile listings from existing reporting programs to track CDV installs with ported numbers. Also, create pre-call lists for trouble calls to realize and save unnecessary truck-rolls.

Customer Escalation: Research and respond to escalated Customer complaints for the ECare Dept, CAE Supervisors and Dept. Managers.

Network Specialist, June 06

Perform analytical and operational functions. Provide support to regional Line Technicians.

Functions and responsibilities include (but are not limited to):

Network Tickets: Utilize Industry and Company specific systems/software to create, prioritize, assign and schedule Line Trouble Calls.

Phone Support: Process and enter data into the line ticket upon tech’s completion.

Troubleshooting: Realize possible outages by observing nodes rate of recurrence with incoming tickets.

Workforce Operations Specialist, Oct 05

Perform analytical and operational functions. Provide technical support to Field Technicians.

Functions and responsibilities include (but are not limited to):

Phone Support: Provide technical support to technicians during installs and trouble calls. Interpret and recognize trouble descriptions and rectify the situation whether system related or on-site equipment issues.

Tech Tracking: Monitor tech’s progress and provide assistance to time-challenged techs by re-routing work as needed. Also, inform customer of schedule updates to not impact the customer in a negative fashion.

Customer Escalations: Research and respond to escalated Customer complaints via WOW Ticket System.

Routing: Assign next-day’s open work orders to available techs via Workforce Express.

LaSalle Music, West Hartford, CT, February 2002 – November 2005

Customer Sales/Service, Inventory, Merchandising, Guitar Set-ups

Tickets.Com, Wallingford, CT, July 1995 – October 2003

Manager: Assisted in overseeing daily operations of inbound call center, as well as, employee recruitment and monitoring productivity for individual employee evaluations.

Hardware: Install and maintain hardware at all 13 contracted concert venues/box offices and 36 ticket agents in the region (CT, RI, MA and LINY). Kept detailed log of all visits and changes/upgrades. Troubleshoot and repair/replace equipment as needed. Created customer formatted ticket layouts specific to each event. Travelled nationally to install equipment for new clients.

Software: Updated all systems as needed.

Training: Rewrote training manual to facilitate EU understanding of procedures. Set up training classes and instructed EUs on operations, sales, inventory/security, and equipment use. Travelled nationally to train new clients.

Client Liaison: Met with client or artist when they required a Tickets.Com representative.

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