Damien Allen

• Designed basic HFC broadband plant extensions utilizing the Magellan design software program.
• Utilized the Magellan design software program to digitize base, strand, coax and BOMs in accordance with the Charter Communications digitizing standards and specifications.
• Conducted engineering change orders to ensure that all related work is complete and accurate and all documentation is acquired and routed properly.
• Performed quality control checks on field mapping, field notes and/or map digitizing to ensure all specifications are met.
• Provided technical guidance for contractor work in support of existing specifications across various architecture concepts.
• Documented and digitized construction as-builds for project reconciliation as required.
• Scheduled work assignments, monitored project work flow and maintained accurate weekly production reports.
• Created detailed reports on escalated cases to identify trends and areas for improvement.
• Contributed to project coordination and perform administrative functions by maintaining associated records and providing reports in regards to the submitted design.

• Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.

• Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.

• Streamlined escalation processes for quicker issue resolution and improved customer experience.

• Implemented new training programs to equip team members with skills necessary for handling challenging situations effectively.

• Coordinated efforts with other departments to ensure seamless service delivery during critical situations involving multiple parties.

• Managed a high-performing escalations team that consistently exceeded targets in terms of case closure rates and customer satisfaction scores.

• Collaborated with cross-functional teams to develop strategies for reducing escalations and improving overall support quality.

• Created detailed reports on escalated cases to identify trends and areas for improvement.

• Championed the implementation of best practices in handling difficult cases across all support teams within the organization.

• Developed key performance indicators to monitor the effectiveness of escalation management initiatives.

• Established a comprehensive knowledge base for reference during the escalation process, resulting in increased efficiency and accuracy in case resolutions.

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Worked different stations to provide optimal coverage and meet production goals.
• Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
• Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.

• Assigned customer concerns to Intake Specialists so that an ECAF could be completed.
• Provided Intake Specialists with customers account and contact information.
• Maintained updated records of customers executive concerns, ensuring that all customer concerns were assigned out and being investigated.

• Investigated customers concerns to ensure that the proper leadership team would be addressing their concerns.
• Provided the Spectrum Paralegal department with the proper account information needed to assist with court filings against Spectrum.
• Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
• Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.

• Prepare and palletize cargo as needed, read and legibly complete cargo documents and forms necessary to airline requirements
• Assure proper handling and delivery of cargo and operation of related equipment
• Follow Dangerous Goods Requirements and Regulations
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

• Collaborated with the sales team to develop customized proposals and product offerings for prospective clients.
• Expedited order processing timeframes by liaising between internal departments such as shipping, finance, and production teams.
• Supported sales representatives in their efforts to meet or exceed individual targets by providing necessary resources and assistance.
• Contributed to business growth by identifying upselling opportunities during client interactions and sharing relevant information with the sales team.
• Updated internal databases with accurate customer contact information, ensuring effective communication channels were maintained throughout the sales process.
• Developed and maintained relationships with key accounts and existing customers.
• Managed customer accounts, responding to inquiries and resolving customer service issues
• Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.

• Managed high call volume while maintaining a courteous and professional demeanor.
• Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
• Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
• Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Developed rapport with customers, fostering long-term relationships and repeat business.
• Collaborated with team members to create effective strategies for improving overall customer experience.
• Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.

• Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
• Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
• Increased customer satisfaction by addressing and resolving complex issues effectively.
• Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
• Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
• Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.