Curtis Cooper
Moseley
Summary
Dynamic professional with extensive experience at Comcast Cable, excelling in workforce management and data analysis. Proven track record in optimizing technician productivity and enhancing customer satisfaction. Skilled in performance tracking and effective communication, consistently achieving high First Call Resolution rates while coaching teams to exceed sales goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
TLC 2, Fulfillment (Universal)
Comcast Cable
12.2019 - Current
- Routess scheduled work to the appropriate field personnel by utilizing designated workforce management system or software.
- Analyzes, prioritizes, and dispatch’s appointments when workforce management system routing cannot identify an available resource.
- Monitors field technician productivity and ensures efficiency by evaluating pool of jobs, identifying jobs at risk for late arrival, and optimizing routes to ensure on time arrival for all appointments.
- Owns end-to-end response to escalated problems including ticket processing, documentation, and customer contact.
- Communicates proactively with field personnel and external customers with the goal preventing escalations and improving the customer experience.
- Inputs data into various databases and company dispositioning systems used for tracking and reporting in alignment with quality guidelines.
- Triages customer service issues using troubleshooting software to determine root causes and attempts to resolve remotely. Identifies trends and acts accordingly.
CommOps 3, Fulfillment (Resource)
Comcast Cable
02.2014 - 12.2019
- Responsible for monitoring daily technician staffing.
- Manage the intra-day efficiency of business partner resources.
- Monitor quota distribution to maximize labor utilization.
- Collaborate with leadership to move resources to meet customer demand.
- Create daily report to optimize productivity, compensating for cancellations and forced-in appointments
Supervisor, Customer Technical Support
Comcast Cable
01.2004 - 09.2013
- Monitor employee performance and productivity using a multitude of reports and real time productivity applications.
- Team exceeded goal for First Call Resolution at 83% for 2012, with goal being 71%.
- Team exceeded goal for Transactional Sales at 2.5% for 2012, with goal being 1%.
- Coach and develop Customer Account Executives and created individual development plans.
- Delivered timely feedback for opportunities and possible training needs.
Education
Associates Degree - Applied Sciences
ECPI University
Richmond, VASkills
- Microsoft Office proficiency
- Data analysis
- Workforce management
- Route optimization
- Escalation handling
- Productivity monitoring
- Customer relationship management
- Resource allocation
- Performance tracking
- Technical troubleshooting
- Reporting and documentation
- Problem solving
- Effective communication
- Team leadership
- Coaching and mentoring
- Performance evaluation
- Multitasking skills
- Organizational skills
- Dependability and responsibility
- Self-direction
- Analytical thinking
Certification
Notary Public
Timeline
TLC 2, Fulfillment (Universal)
Comcast Cable
12.2019 - Current
CommOps 3, Fulfillment (Resource)
Comcast Cable
02.2014 - 12.2019
Supervisor, Customer Technical Support
Comcast Cable
01.2004 - 09.2013
Associates Degree - Applied Sciences
ECPI University