Jorman Quintero Email & Phone Number

◉ Review results of monitored staff interactions with customers across voice and non-voice channels.◉ Support analysis of data trends to identify root causes to improve processes, programs and/or tools.◉ Provide visibility to management about adherence of procedures and support the function to identify efficiencies and process improvement opportunities.◉ Effectively communicate data driven insights to key stakeholders and partnered with field, billing, construction, and various business teams to create best in class customer experience. ◉ Alleviate and mitigate any potential work order or process defect that could negatively impact the client.◉ Worked daily with excel reports to look up data, used pivot tables in various projects to make presentations to the executives to look up progress, discrepancies, and opportunities of improvement. ◉ Supported optical fiber internet customer escalations from all customer-facing departments, and executives to provide a white glove experience and outstanding resolution for customers affected.◉ Ran daily reports to look up customers that were using coaxial cable service where optical fiber internet became available, to upsell fiber internet to customers daily.◉ Supported sales agents and the field service teams whenever they ran into account errors on Installs or Change of Service work orders due to Agent entry error or Web Order errors. Analysed and resolved the error by finding the root cause, corrected any errors found on the orders by modifying or rebuilding orders, and provided work arounds whenever necessary for the orders to be processed and completed.◉ Ran daily reports for customers with pending underground or construction projects to follow up and expedite completion. Followed up with Customers to provide updates and offered an alternate serviceable product to render service until the project was complete.

◉ Provided daily support to users of various computer systems including answering questions, analysing problems, and quickly forming solutions to return systems to proper operation.◉ First point of contact for businesses, VIP customers, escalated residential customers to assist with request that only business class advanced technical support representatives could resolve by having knowledge and access to advanced tools.◉ Worked under pressure for health care businesses that relied on our service who had patients with life threating situations that needed immediate same day resolution. ◉ Assisted business and VIP customers with technical issues, including but not limited to, modem provisioning, enabling modem ports, cable box provisioning, equipment activation, equipment and email troubleshooting, processing remote or technician on site phone port transfers, modifying phone features, and billing inquiries. ◉ Assisted Customers that had issues logging in to the website (Optimum.net.) Assisted Creating new User ID’s or assisted with a password reset.◉ Troubleshooted business customers that had trouble with their Static IP. Some of them having over 29 Static IP’s. ◉ Maintained detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.◉ Handled escalations from Business accounts with Session Initiation Protocol (SIP) Trunk service that had a Private Branch Exchange (PBX) phone system.◉ Assisted businesses requesting to add SIP service or request to increase the number of SIP sessions or Static IP or Disconnecting SIP/Static IP. ◉ Prioritized and provided fast resolution including same day service visit for all Business accounts that could not get a resolution over the phone. ◉ Expedited service visits for technicians to arrive within four hours for Police Stations, Fire departments and Hospitals.

◉ Represented the executives of the company at the highest department of corporate escalations to resolve complaints that were escalated to the executives and the (CEO) Chief Executive Officer.◉ Consistently resolved complaints that were filed to the following government agencies across the U.S, including but not limited to, (FCC) Federal Communication Commission’s, (BBB) Better Business Bureau, (PSC) Public Service Commission, (BPU) New Jersey Board of Public Services, (DOITT) Department of Information Technology and Telecommunications 311 Complaints, (DCA) New York City Department of Consumer Affairs, (AGO) The Attorney General’s Office, (PURA) Public Utilities Regulatory Authority. ◉ Executive power authority to override decisions made by agents, leads or supervisors in customer care departments to provide satisfactory customer resolution on an escalation. Provided and approved billing credits towards customer's accounts that exceeded cap limits in customer care departments when the company's promised expectations were not met.◉ Reinforced the company's policy when the company acted upon its integrity and standards to employees and customers on employee or customer complaints.◉ Responsible for reviewing agent and customer phone call interactions from Optimum and Suddenlink call centers including but not limited to, United States, Dominican Republic, and South Africa to provide coaching opportunities from whoever did not follow company policy.◉ Inspire customer loyalty by listening, empathizing, and providing timely communication until all issues are resolved.◉ Reviewed the closed loop feedback surveys when the customers took a survey after their last agent phone call interaction and used it to provide compliment appraisals or coaching opportunities on the agents.

Melville, Ny

◉ Worked to improve the logistics process by increasing efficiency, reducing unnecessary steps for logistical issues.◉ Replied to emails sent by Managers and Directors of field service operations concerning escalations of customers’ accounts that needed first call service visit appointments or special requests when priority and proper follow up was needed to avoid further escalations.◉ Controlled the volume of incoming work order and service visit appointments that could be booked for the day depending on quota availability.◉ Submitted ticket requests to the communication's desk to block work orders for same day on areas that were at its full capacity that could not handle any additional same day work company wide.◉ Maintained detailed and accurate logistics data for daily, weekly, and quarterly reports.◉ Worked closely with supervisors and managers with quota to discuss if any exceptions needed to be made.◉ Rejected or approved service visit appointments when quota was at its maximum capacity, depending on the critical situation.◉ Recommended workflow improvements to ensure customer satisfaction.

Melville, Ny

◉ Ensured personnel and other logistical areas comply with safety standards and legal requirements.◉ Arranged bucket truck request needed for jobs that had wire lines running on poles at extreme heights or poles that were broken and damaged that rose safety concerns.◉ Effectively trained new employees on necessary tasks within the framework of company standard and policy. ◉ Responded to requests from supervisors, managers, and directors on residencies and businesses or special request orders that had been escalated due to multiple technician visits that must be assigned to senior technicians. ◉ Routed up to 200 technicians a day with work that matched their skill sets, including contractors, and routed them with work no further than 20 minutes from each other with strict guidelines.◉ Consistently reached out to supervisors if there was left over work that could not be assigned to a technician due to lack of technician availability.

Melville, Ny

◉ Dispatched technicians for daily service visits within the tri-state area, including but not limited to: New Jersey North, New Jersey South, Connecticut, Westchester counties, Bronx, Brooklyn, and Long Island. ◉ Ability to negotiate with customers that needed to be rescheduled due to lack of technician availability by providing first call appointments, credits, and incentives to avoid complaint escalations.◉ Assisted setting up service visits and monitored appointments that needed to be immediately assigned to technicians, such as, loss of phone service on Police Departments, Fire Departments, Hospitals, Businesses, and customers that had a life alert system linked to their phone land lines that had no dial tone.◉ Responsible for ringing up customers in a timely manner by providing an estimated time of arrival on their appointments and guaranteeing high level of customer service.◉ Dispatched and assigned service visits that came in same day to technicians in just a few hours after they freed up from their current work.

◉ Reported any customer or safety concerns immediately to supervisor. ◉ Completed all delivery assignments in a timely and systematic manner. ◉ Worked with support team to provide exceptional customer services and address customer concerns.

◉ Consistently provided the maximum quality of service to the guests. ◉ Greeted and registered guests, and assisted in pre-registration and room blocking and preparations for groups for arrivals. ◉ Assisted guests with standard services and answered any general questions. ◉ Communicated internally with other departments when necessary to resolve a guest concern or request. ◉ Responded to guests’ complaints in a timely and professional manner.◉ Responded to emergency situations when a guest had an accident, stroke, or heart attack due to their health conditions, and provided a report of what transpired to a 911 Operator for an ambulance to be dispatched immediately.◉ Responsible for resolving guest challenges and taking appropriate action to ensure 100% guest satisfaction. ◉ Processed and reconciled payments according to procedures, including authorization of all credit cards. ◉ Professionally and politely answered questions and responded to any guest's needs. ◉ Responsible for processing mail, shipping, receiving, storing of luggage, laundry, copying and faxing.◉ Ensured the company’s policies and security requirements are met.

Associate, Social Sciences

Education record