Michael Bowens Email & Phone Number

Morrisville, North Carolina

•Consistently and proactively supported initiatives to simplify and enhance the customer experience through effective communication and collaboration with a multitude of departments across the Spectrum network.•Responsible for managing the proper communication and distribution of technical support for all customers requiring service or requesting installation to ensure a prompt resolution.•Managed the completion of technical workforce tasks and addressed customer grievances, enhancing team efficiency and productivity at the Regional Support Center and Technical Operations.•Fostered teamwork and efficiency by collaborating with Customer Service, Telephony, ROC, and Tech Ops teams to reduce customer service issues.•Implemented new policies, procedures, and changes to enhance overall department performance.•Fostered and inspired leaders by providing continuous coaching, which amplified their efforts in guiding team performance towards surpassing departmental objectives.•Partnered with Human Resources to effectively implement company and departmental processes and procedures.•Managed real-time call flow, inbound support center availability, and service levels to minimize abandoned calls and ensure timely responses.•Collaborated closely with Customer Service, Telephony, and Internet Support Management teams to address quality assurance and enhance representative training.•Partnered with fellow departmental leaders to recruit, retain, and cultivate top-performing supervisory staff using ideal methods for selection, education, assessment, and motivation.

Greensboro/Winston-Salem, North Carolina Area

• Managed the day-to-day operations of the Internet and Voice team, offering expert assistance and problem-solving for core video, high-speed data, and digital phone customers. • Collaborated with Human Resources in assessing, pre-screening, interviewing, recruiting, educating, and managing employees.• Implemented disciplinary measures as necessary. • Continuously provided coaching and training to employees, fostering their development, and driving them to surpass departmental objectives.• Reviewed inbound calls on a regular basis and provided feedback to agents to ensure they were delivering customers an optimal customer experience.• Utilized a variety of data trending and analytical reports to make informed decisions that led to the enhancement of processes and the overall customer experience.• Managed the department Call Quality project by facilitating training for all phone agents, supervisors, and mangers.• Handled customer and employee escalations accordingly.• Promoted open communication channels among representatives, fellow supervisors, and departments across different regions.• Managed advanced support requests from division call centers via managing tickets, inbound phone calls, emails, and other correspondences.• Managed call center operations by monitoring the daily service levels and ensuring sufficient staffing levels were maintained daily.• Developed proficiency in utilizing advanced troubleshooting tools, technical applications, and ticketing systems, which encompassed OMSe, DOCSIS, CMTS, ICOMS, and others.

Greensboro/Winston-Salem, North Carolina Area

• Ensured timely resolution of abuse tickets and efficient handling of calls by managing, assisting, and evaluating the Information Security team to meet service level expectations. • Collaborated with management at different levels to ensure day-to-day operations met departmental expectations.• Developed performance metrics to evaluate employees while working with upper management to create a new performance tool.• Collaborated with Human Resources for staff evaluation, pre-screening, interviewing, hiring, training, and management.• Managed departmental scheduling procedures for employees.• Utilized various data trending and analytical reports to make decisions that helped improve processes, as well as, the customer experience.• Provided individual and team coaching for performance improvements to meet and exceed departmental goals and to consistently hit service levels. • Lead efforts to ensure that projects, people, and the department infrastructure adhered to company policies, standards and guidelines.• Effectively, accurately, and promptly reported team performance activities to the site leader. • Partnered with other departments in the region to promote the use of security measures to protect the company network. • Effectively handled internal and external customer escalations using strategic problem resolution management skills.

Greensboro/Winston-Salem, North Carolina Area

• Managed the daily activities associated with the National CableCard Support Desk across the U.S. to provide advanced support for various lines of technical business services. • Demonstrated an expert understanding of technical troubleshooting techniques and comprehensive knowledge of cable television products and programming. • Partnered with upper management, Regional Directors, and VPs to ensure departmental expectations were met in support of operations.• Monitored remote assistance chats and ensured employees handled remote chat requests within agreed-upon service levels. • Partnered with Human Resources for evaluating, prescreening, interviewing, hiring, training, and managing staff.• Lead by example, motivating employees in handling customer issues and escalations. • Developed performance measuring tools to assess employee performance and fostered cross-functional monitoring of stats.• Reported performance activities of the team to the site leader in an effective, accurate and timely manner. • Complied with all quality assurance requirements to policies, processes, standards, work flows, procedures and improvement principles, within working across various departments along with functional areas to remove barriers towards customer satisfaction. • Partnered with other members of leadership throughout the nation, as well as, third party vendors to ensure customer issues were handled in a timely fashion. • Facilitated nationwide training sessions involving multiple lines of business to increase their technical knowledge and awareness of CableCard technology.

Greensboro/Winston-Salem, North Carolina Area

• Exhibited expertise in complex technical support tasks that involved non-routine activities, necessitating a deviation from standard screens, scripts, and procedures.• Delivered exceptional technical support to customers, installation and service personnel with a focus on quality. • Assisted the Supervisor with the management of the departmental daily activities. • Functioned as a Subject Matter Expert (SME) for providing direction, training, feedback, and guidance to less experienced staff. • Handled escalated and unresolved calls from experienced and less experienced representative.

Greensboro/Winston-Salem, North Carolina Area

• Communicated with customers via phone and email to address data issues and perform troubleshooting for video, high-speed data, digital phone, and data services.• Ensured that all customer concerns were resolved by taking ownership of the problem and serving as a liaison between the customer and the company. • Provided support to the Business Class division during their relocation to a new facility by handling Business Class calls and configuring routers and modems for customers.

Chesapeake, Va

• Examined, assessed, and put into action procedures aimed at enhancing customer satisfaction through the analysis of work orders. • Effectively coached and provided feedback to promote quality improvement.• Detected areas where training was necessary and proposed solutions to enhance operational efficiency. • Produced and circulated reports on quality performance.

Chesapeake, Va

• Addressed inquiries from residential customers regarding video, telephone, and high-speed data services.• Provided guidance to customers on the usage and features of services/products.• Resolved service-related issues through troubleshooting and scheduled follow-up appointments to ensure resolution.• Maintained up-to-date customer records and documented calls, actions taken, and any necessary follow-up.

Hampton, Va

• Led a team of five skilled professionals in the field of advanced wireless technology.• Conducted analysis of the telecommunication requirements of local businesses and provided tailored recommendations for suitable products and services.• Executed the recruitment process for new employees by screening, interviewing, and hiring candidates.• Maintained a productive work environment by implementing disciplinary actions when necessary and offering daily coaching and training to staff to ensure sales objectives were met.• Managed the sales, ordering, and service of cellular products while resolving any customer-related issues.• Managed budgeting and expenditures to ensure adherence to financial guidelines.• Represented the company at local Chamber of Commerce meetings to promote networking opportunities and addressed inquiries from attendees.

Fort Eustis, Virginia

Bachelor'S Degree, Operations Management

Associate'S Degree, Computer Electronics Technology