Christopher Nowicki Email & Phone Number

Reno, Nv, Us

Reno, Nevada, United States

Reno, Nv

Reno, Nv

•Assist in administration of field operations scheduling and workforce management.•Monitor Real Time Quota statistics, helping to ensure consistency in KMA operating windows and workload allocation.•Actively manage quota moves and allocation to efficiently utilize cancelled quota and proper allocation of workload and connect activity (Days out) across service centers and management areas.•Generate and communicate to appropriate members of management Quota Reports, Move Reports and forecasted connect Activity (Days Out) Based on demand, special projects and marketing forecasts.•Assist operations management and supervisory staff on emergency quota needs and reallocation of workforce.•Coordinate and administer schedule and vacation request processing for field supervisors.

Reno, Nv

•Assist in driving field technician productivity, time management and real-time job routing through utilization of workforce management software.•Monitor real-time performance and job completion of assigned field technicians, and backfill cancelled jobs when possible to ensure productive time is maximized throughout the day.•Ensure efficient and effective routing of each day’s scheduled work to the appropriate field technician to insure we arrive on site within the time frame committed to the customer.•Continuously monitor and adjust work assignments to ensure optimum tech productivity through efficient routing in consideration of drive time while preserving on time arrival compliance.•Monitor use of ETA’s by all field personnel and escalate all exceptions to the appropriate Supervisor for coaching; escalate repeat exceptions that can’t be resolved through the supervisor to the manager as needed.•Ensure that all routed Technicians achieve budgeted points of completed work per hour or a minimum of budgeted points of completed work each day.•Lunch breaks and any other allowed breaks must be communicated by technicians to Dispatch and exceptions must be escalated to the appropriate Supervisor. •Follow up with the appropriate supervisors on all unscheduled training, time off, or other instances that reflect poor planning or failure to plan that result in deviations in expected workforce availability; escalate repeat exceptions that can’t be resolved through the supervisor to the dispatch manager as needed to be resolved with the tech ops manager.•Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible to eliminate unnecessary truck rolls.•Liaison with Dispatcher I and II as subject matter experts to mentor their growth and improve the end to end customer experience.•Provide positive influence and leadership within the Dispatch organization.

Reno, Nv

•Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as liaison between technician and customer service employees.•Assist in driving field productivity through efficient call handling and support.•Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.•Troubleshoot and resolve issues by fixing the customers problem over the phone with the customer whenever possible eliminating unnecessary truck rolls.•Record customer service calls into computer to provide accurate customer service history in each customer account and record of service calls. Follow “where’s my tech” guidelines when notating accounts. Assist the technicians over the phone by ensuring all services are working for the customer.•Close work orders using proper solution and clear codes.•Ensure billing is complete and accurate by verifying the services installed are reflective of the services on the account along with the appropriate one time charges being added to the account.•Record and classify all inbound calls with the Call Tracker tool.