IT Operations & Accounts Management Leader
Resume:
Scott Ziadie
Comcast Account Management Supervisor Comcast Account
Management Representative IT Systems Administrator/I.T Co- Ordinator
Summary
Accomplished systems administrator with hands-on experience in optimizing IT infrastructure and enhancing service delivery. Successfully led initiatives that established KPIs, resulting in improved accountability and performance across teams. Dedicated to continuous learning and development, with a focus on technology advancements that can benefit organizational growth. Eager to contribute strong analytical and leadership skills to drive efficiency and effectiveness in IT operations.
Proactive supervisor with a solid background in account management, recognized for enhancing customer experiences through effective team oversight and training initiatives. Developed and implemented key performance indicators that drove accountability and transparency within the team. Championed continuous improvement practices, resulting in a significant uptick in customer retention rates. Prepared to utilize strong leadership abilities to foster success in a dynamic environment.
Comcast Account Management Supervisor
Teleperformance USA
Montego Bay, JM, Jamaica
Dec 2024 - Mar 2026
Experience
Oversaw a team of account managers to enhance customer satisfaction and retention metrics.
Developed training programs for staff to improve product knowledge and service delivery standards.
Established key performance indicators (KPIs) to monitor team performance and drive accountability.
Facilitated weekly team meetings to discuss challenges, share best practices, and celebrate successes.
Conducted regular performance evaluations to support staff development and career progression.
Implemented a recognition program to motivate team members and improve overall morale.
Managed budgets related to account management initiatives, ensuring cost-effectiveness and resource optimization.
Trained new hires on company policies and procedures, promoting a culture of compliance and excellence.
Fostered an environment of continuous improvement through regular feedback and process evaluations.
Contact Info
*************@*****.***
Montego Bay, JM, Jamaica
Continuous
Improvement
Skills
Training
Development
Feedback
Implementation
Technology
Utilization
Motivation
Techniques
Problem Resolution
KPI Establishment
Performance
Management
Customer
Satisfaction
Team Leadership
Customer Support
Empathy
Staff Development
Decision Making
Solving
Computing
Communication
Skills
Comcast Account Management
Representative
Teleperformance USA
Montego Bay, JM, Jamaica
Jul 2022 - Dec
2024
Delivered exceptional customer support by efficiently resolving inquiries and complaints, enhancing overall customer satisfaction. Conducted product training sessions for new hires, improving team performance and knowledge retention.
Managed high-volume incoming calls while maintaining a positive and professional demeanor, achieving a call resolution rate of over 85%. Participated in team meetings to discuss performance metrics and share best practices, fostering a collaborative work environment. Resolved billing discrepancies and account issues, ensuring customer trust and satisfaction through effective communication. Handled escalated customer complaints with empathy and professionalism, successfully de-escalating tense situations. Engaged in continuous learning and development opportunities to stay current with product knowledge and industry standards. Provided support during peak business periods, demonstrating adaptability and commitment to team success.
IT Systems Administrator/I.T Co-Ordinator
Unique Vacations LTD
Oct 2017 - Dec 2022
Install, configure, troubleshoot, and performance tune operating system hardware and software on all Microsoft Servers. Evaluate and install new software releases, perform system upgrades, evaluate and install patches, and resolve infrastructure hardware and software-related problems. Work jointly with networking engineer to install, configure, troubleshoot, and performance tune infrastructure and connected devices. Maintain system security in accordance with company standards and industry best practices. This includes but is not limited to the deployment of appropriate security patches, hot fixes, vulnerability scans, and software and firmware upgrades. Work with other IT staff members to automate management tasks, streamline processes, and perform standard administration functions as needed. Provide guidance for less experienced staff to resolve system and software issues beyond the scope of their experience and knowledge. Oversee procurement and implementation of all hardware and software needs for the call center. Stay abreast of advances in technology and make recommendations on how such advances can be used to the benefit of the organization. Evaluate the call center's technology use and needs and recommend improvements, such as hardware and software upgrades. Determine software needs of new employees and create passwords, ID's and login codes as necessary. Deactivate same when no longer in use. Enforce IT policies with regard to hardware/software/email/internet usage.
Ability to Work in a
Team
Microsoft Office
Analytical Thinking
Conflict Resolution
Active Listening
Open-mindedness
Critical Thinking and
Problem Solving
Time Management
Adaptability
Customer Service
Ability to Work
Under Pressure
Leadership
Flexibility
Problem Solving
Confidence
English
Native
Languages
Certifications
Cisco CCNA 200-301
Accomplishments
Received in-house training from
Sandals/UVL during my time at Unique
Vacations Limited to make me skilled
and qualified to complete my daily
tasks.
Teleperformance USA JUMP!
2022 - 2023 Jamaica
Education
Cisco CCNA 200-301: Information Technology
Cisco University
2023
High School Diploma
Victory Academics
2017 Kingston
Interests
Reading
Football
Chess
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