Sergio E. Herrera Email & Phone Number

Virtual

Daily operation of working with cross functional teams across the West Division to maintain technicians health and safety while upholding business needs throughout the West Division. My team across all my programs consist of over 20 technicians at a time, with over 300 in the course of a year. My responsibility is directly onboarding, managing, and creating new processes for technicians who fail health screenings or are enrolled into our modified duty assignment. This requires working with our Technical Operations, Human Resources, Sedgwick, Accommodations and Engineering to assure program needs are being met.

Puyallup, Washington, United States

A liaison between TechOps, HR and CDO to coordinate a response for Comcast’s West Division response to COVID-19 for our technicians who failed their health screening. Responsible to onboard, create processes and key performance indicators. Maintaining a team of up to 25 field technicians at a time.

Puyallup, Washington, United States

Proactively escalate issues by; monitoring incidents, maintenances, and customer tickets while working hand in hand with other departments to ensure minimal customer impact.

Lynnwood, Washington, United States

Providing support to the frontline agents in repair by answering technical questions pertaining to order entry, policy and procedures, product knowledge and general troubleshooting questions.Assisted customers with escalated wireless network issues.Worked tickets and iChats to resolve back end provisioning issues for our Xfinity telephony services.Utilizing SharePoint, RESTful web services and Excel services designed rolled out new call tracking systems for local and national departments. Administrated and designed SharePoint internal departmental website.

Virtual

Worked with Supervisors and Executive Care to work on escalated calls that needed technical expertise.Setup new processes specifically for virtual agent issues and troubleshot unique problems for these agents.Demonstrated Comcast Credo by providing the best experience possible with a positive attitude and as a consultant demonstrating all the facets of their service to our customer calling in.

Tumwater, Washington, United States

Took inbound calls, answered and took applications for various credit card offers while explaining their options.Supported Verizon Wireless calls including technical assistance, billing and general customer service questions.As a Bilingual Supervisor managed a team in maintaining stats, guided to excel on those stats, call handling and offers

Computer Systems Networking And Telecommunications

Computer Science