Ray Petersen Email & Phone Number

West Palm Beach, Fl

Provide basic support of all scheduled work orders in the field to increase efficiency and meet work order fulfillment. Provides support for inbound calls from Technicians related to sales and basic changes required on work orders. Act as a liaison between the Customer Service department and Technicians. Input and retrieve subscriber account data and make notations as needed. Run basic reports for Fulfillment operation. Answer sales calls from Installers and Service Technicians to assist with up-sells and administrative duties. Maintain daily operational records which include account credits, escalation of issues, and referral requests.

West Palm Beach, Florida Area

Provides inbound telephone support via a proprietary computer system by selling cable services, high speed data services and/or telephony services to new and existing customers. Demonstrates strong Comcast product knowledge by being able to communicate features, advantages and benefits and selling the value of the products and services. Explains new marketing promotions and programs and responds to routine issues. Meets or exceeds sales objectives by following the corporate sales process for determining customer needs through rapport building and active listening. Meets requirements in the areas of sales, quality and productivity by efficiently answering and handling calls. Assists with other calls if required. Performs other duties as assigned.

Hobe Sound, Fl

Brand development, web site traffic growth, web site UI and advertising revenue. Developed brand strategy and statistics systems. Strategic Consulting, including business plan & sales strategy development. Advising new businesses on formation of corporations and business structures, drafting privacy policies and structuring commercial transactions.

Directly supervise twelve to sixty Outside Plant Splicing Technicians responsible for conditioning copper facilities for high speed service. Coordinate all outside plant contract activities in an assigned geographic area. Pre-survey, direct and inspect all outside plant activities performed by contractors and supervised technicians. Review accuracy and recommend for approval all contract bills, reports material used, and coordinates the actual contract construction portion of all outside plant authorizations within the assigned geographic area. Maintain proper level of supplies to ensure projects are completed on time and limit excessive back stock. Responsible to manage Project Light Speed Technicians performing conditioning of outside plant facilities and VRAD placements. Includes maintenance of time reporting, appraisals and development of technicians. Directly supervise and train new employees to work in existing copper facilities for conditioning the plant for the U-Verse product. Review construction drawings, coordinate materials, authorize, inspect and approve activities performed by master contractors. Administer all safety programs and inspections of motor vehicles, tools and equipment. Interact with job schedulers to meet commitments and budget guidelines.

Design and generate reports for Repair team to improve departmental efficiency, data tracking, and monitoring. Work closely with each Repair Supervisor & Manager to provide insight on performance deficiencies report clarification, and training needs. Analyze employee performance data for compliance to establish performance standards. Provide ad-hoc reporting and analysis of Repair statistics for management and key stakeholders. Manage the long range forecasting of Advisors needed to staff phones. Create work schedules based on these call volumes with GMT software. Analyze historical data to generate long and short term forecasts. Advise Supervisors and Managers of observed issues and/or trends. Utilize practical problem solving methods to accurately define problems, generate alternatives and suggest solutions that permanently resolve scheduling and forecasting problems by addressing root causes.

Directly supervise and provide direction to thirteen employees including field cable splicer technicians and call center customer service representatives. Function as the most direct, in-person exposure with customers and employees. Interact well with the customer. Ensure neat and efficient work at the customer premise. Responsible to understand, explain, and know how to use all products. Seek opportunities to provide customers with enriched service offerings. Services include, but are not limited to Telephony, CATV/DBS, Internet and high speed data access to our networks. Additional duties include updating customer information in the central office switch, oversee construction crews, handle the cable locaters, and Installation & repairs to cable facilities. Call Center is responsible for distributing workload and dispatching of 35 ILEC Installation and Repair Technicians for Central Office, Outside Plant, POTS, DSL, PBX Systems, Key Systems, and FTTH.

Speak with customers on the phone and in person concerning installation of phone service and assist with problems with phone service. Assist large businesses with the installation of POTS lines, T1 and other circuits, Centrex, DSL, ISDN-BRI, ISDN-PRI, Digital Transport, PBX and Key Systems. Answer questions pertaining to the billing of telephony and internet services. Assist customers in resolving disputes with other telecommunications companies. Troubleshoot technical issues with customers to resolve service issues.

Speak with customers on the phone concerning installation of phone service or problems with phone service. Assist large businesses with the installation of POTS lines, T1 and other circuits, Centrex, DSL, ISDN-BRI, ISDN-PRI, Digital Transport, PBX and Key Systems. Answer questions pertaining to the billing of telephony and internet services. Assist customers in resolving disputes with other telecommunications companies.

Remotely monitor and maintain existing network of telephone switching equipment and peripherals and Internet and Intranet equipment through use of NetExpert, HP Openview and other monitoring programs. This includes, but not limited to central office switching equipment, remote office switching equipment, connecting routers and modems, network circuits, and monitoring devices for the TDS network and the customers that purchased TDS’s network management services. Responsible for tracking problems through the Remedy ticketing system. Responsible for training of new employees and assembling training materials and tests. Was lead technician for all the Lucent 5ESS retrofit processes. Assisted in maintaining and designing the team’s web page based reference pages.

Correspond with customer through the telephone and e-mail concerning connecting of new services and billing of current services. Trained new employees. Assist customers with the setup of personal and business web sites. Coordinate installations with business groups to assure quality customer care.

Speak with customers on the phone concerning installation of phone service or problems with phone service. Maintain office computers. Assist Sales and Marketing Performance Team with the design and layout of printed material. Filled in for absent supervisors. Assisted in the training of new employees. Performed as Lead Person on project to compare central office tapes of all customers’ actual service to the bills the customers received.