Christopher Usher Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Philadelphia, Pa, Us

• Leader of the Advanced Products team of 15 technicians, which consisted of 2 teams. One with a specialization in Xfinity Home Security and the other team with a focus on Comcast Business services. • Improved communication by increasing NPS as the My Voice Communications Champion. As of the last survey of my supervisor position I received; 100%-motivation, 100%-workplace and 100%-products. • New Products/Process Supervisor - handled the launch and training• Worked with division on a home security summit, presented on the future of our products • Guest speaker at a Xfinity Services corporate event for 300 members of the leadership team.• Reduced home security install cancellations from 34% to 14% in my first year as home security supervisor• Maintained a 10% - 12% cancellation rate month over month• Consistently received "Outstanding & Highly Effective" ratings in yearly performance review• Proven excellence in customer service handling of high-profile clients i.e.: President of University of Pennsylvania and City Councilman. Along with countless businesses across the Philadelphia area that I was personally responsible for consistently delivering a quality customer experience by providing a direct line of contact• Recognized with an award for being Forward Thinker of the year

Philadelphia, Pa, Us

• Team leader who coached and trained multiple technicians with an emphasis on promoting quality of craftsmanship and technical skill• Given the responsibility to resolve escalated trouble calls and applied an excellence in customer service to appease disgruntled customers• Comcast Business Class technician with a focus on I.T. and a vast understanding of server and computer systems and the innerworkings of networks• Xfinity Home Security technician, knowledgeable in all areas of troubleshooting and installation of wired and wireless security systems and considered the S.M.E. by managers and peers alike• Scored 92% or better on every CCT test given; even scoring 100% on the CCT 4 exam• Achieved a "highly effective" performance review rating for a consistent 4 years• Promoted to Technical Operations Supervisor

• Managed 110 installation technicians by delegating responsibilities, designing time schedules and organizing daily routes for all technicians• Coordinated tool inventory for all technicians, replenished lost equipment to current technicians and reconciled terminated technicians’ equipment back to stock• Responsible to review all damage complaints, worker’s compensation claims and vehicle accidents• Maintained a fleet of 117 trucks, responsible for all maintenance scheduling, investigation of vehicle accidents and validating motor vehicle records• Mentored technicians on techniques and strategies to help decrease repeat percentages

• Responsible for the safety practices of over 600 technicians in our 5 Pennsylvania locations• Conducted weekly equipment and vehicle safety inspections with emphasis on technician safety education• Prepared daily safety reports on the safety practices and procedures of field technicians• Conducted a monthly meeting at our corporate office, focusing on new safety practices and techniques• Decreased technician preventable accidents by 20% within one year by implementing OSHA regulations• Organized defensive driving courses annually, resulting in a 5% decrease invehicle accidents

• A part of a team of 4 responsible for all levels of quality control/quality assurance for all 600 technicians throughout Pennsylvania • Worked closely with the technicians to enhance the quality of their work standards.• Prepared QC reports for each locations Project Manager on their technicians’ work