Napolean Colvin Email & Phone Number

Perform basic and routine service and order completion tasks, including handing incoming calls from Field Technicians, modifying work to reflect customer changes, correct errors and complete and closing work orders. Provide professional, courteous, responsive and accurate service to the technicians and customers. Effective and efficient handling of customer transactions in real time including, but not limited to: working simultaneously with multiple software applications; immediate/direct keyboarding into customer service information systems; consistently following up on promises and commitments on a timely basis; and appropriately identify and escalate unresolved issues. Consistently and accurately document to databases as required (i.e. Cabledata, KDB forms, etc. Consistently met all performance standards pertaining to quantity and quality of work performed in compliance with Cablevision values, policies and procedures. Escalate provisioning and porting issues to appropriate personnel for issue.

Conyers, Ga

Responsible for turning every interaction into an opportunity. Responsible for utilizing broad delivery, knowledge and technical skills to provide premier service through telephone, internet, email, fax or instant messaging. Performed diversified customer relations/customer service and administrative duties for customers to ensure prompt processing of customer requests, Selected Accomplishments;• Handled all administrative aspects of the sale including and limited to; completing customer contract, warranties, and customer payments and filing the completed orders.• Maintained knowledge of all company products, accessories, pricing plans, promotions, and service features. Maintained knowledge of competitive offers and provided critical feedback.• Handled escalated customer inquiries and billing concerns resolved customer issues with one call resolution. Offered alternative solutions where appropriate with the objective of retaining customer's business.• Handled business transactions in connection with activation of new customer accounts• Communicated with customers using web-based tools.• Made financial decisions to protect/collect revenues and adjust customer accounts.• Maintained a broad working knowledge of AT&T practices and operations and demonstrated continued and consistent proficiency in meeting sales objectives.

Greater New York City Area

Managed the day to day activities within field operations. Consisting of reconnect, testing, repairing, maintaining, installing, rearranging company and customer provided telephones and equipment, inside wiring, and wires at poles, underground or building terminals, Selected Accomplishments: • Responsible for developing operations technicians to achieve individual, company, and customer experience goals, while overseeing work activities • Worked in various buildings and surroundings, including roofs, backyards, attics, basements, crawl spaces, etc. Climbed poles and ladders, and worked aloft.• Repaired, maintained, installed and configured fiber optic equipment.• Managed large installation projects ensuring compliance to fit organizational goals• Negotiated and closed contracts with external clients• Installed, turned up and tested DSL, ISDN, DID’s,cat5 , fiber and T-1’s• Working knowledge T-Berd and fluke

Bachelor’S Degree, Information Technology Management

Electrical Engineering Technology

Associate'S Degree, Business Administration And Management, General