Brandon Baird

• Operational Coordination:
• Assist in scheduling and dispatching field technicians to customer sites, ensuring efficient use of resources and adherence to service level agreements.
• Monitor and manage job status updates, including tracking progress and resolving any issues that may arise during service or installation.
• Administrative Support:
• Handle administrative tasks such as data entry, documentation, and maintaining accurate records of field activities and inventory.
• Customer Interaction:
• Act as a point of contact for customers regarding service inquiries, scheduling, and issue resolution.
• Ensure high levels of customer satisfaction by addressing concerns promptly and effectively.
• Compliance and Quality Assurance:
• Verify that field operations adhere to company policies, safety standards, and regulatory requirements.
• Assist in quality control by reviewing completed work for accuracy and completeness, and follow up on any customer complaints or service issues.
• Process Improvement:
• Identify opportunities for improving field operations processes and efficiency.
• Collaborate with the operations team to implement process enhancements and best practices.
• Technical Support:
• Provide technical assistance to field technicians as needed, including troubleshooting and resolving equipment or system issues.
• Stay updated on new technologies and system updates relevant to field operations.

• Worked with children of varying age, interest, skill, and developmental levels.
• Led groups of children safely through variety of camp activities.
• Supported children by actively listening and offering encouragement.
• Organized and guided group activities by leading, coaching, and participating with campers.
• Acted as positive role model and mentor to provide campers with constructive guidance and promote healthy habits and attitudes.
• Managed daily operations of camp programs, ensuring smooth transitions between activities and maintaining participant engagement throughout the day.
• Fostered a supportive and inclusive environment for all campers, promoting teamwork and respect among peers.
• Mediated camper conflicts to resolve problems and maintain positive and safe camp environments.
• Collaborated with fellow counselors to develop creative solutions for behavioral issues, resulting in improved camper conduct.
• Administered first aid quickly to provide health and safety to campers.
• Communicated with families to keep parents informed on child's camp experience and address any concerns or issues.

• Removed damaged, out-of-code, not-in-set and discontinued items from displays.
• Updated pricing and signage to complete product displays and educate customers.
• Inspected merchandise for quality and arranged proper display location on floor.
• Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
• Answered customer questions regarding store merchandise, department information, and pricing.
• Monitored inventory levels and kept adequate stock in product displays on sales floor.
• Improved overall store appearance by performing routine maintenance tasks such as cleaning shelves, updating signage, and reporting damaged fixtures for repair or replacement.
• Boosted sales by implementing effective merchandising strategies and visually appealing displays.
• Reduced out-of-stock instances by conducting regular audits, adjusting inventory counts, and communicating discrepancies to management.
• Collaborated with store management to develop promotional plans and execute timely merchandise resets.
• Streamlined merchandise presentation through consistent application of planograms and adherence to company guidelines.

• Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
• Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
• Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
• Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
• Used portable devices to maintain system records by scanning items delivered to homes and businesses.
• Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
• Upheld the integrity of sensitive materials by properly handling confidential documents, registered mail, and certified packages according to USPS regulations.
• Utilized advanced knowledge of local streets, neighborhoods, routes for optimal navigation while minimizing delays in delivery timeframes.
• Kept an organized vehicle workspace, ensuring quick access to necessary tools and materials for successful deliveries.
• Displayed professionalism when interacting with customers at their homes or businesses while delivering their mail promptly and courteously every day.
• Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.

• Removed damaged, out-of-code, not-in-set and discontinued items from displays.
• Updated pricing and signage to complete product displays and educate customers.
• Inspected merchandise for quality and arranged proper display location on floor.
• Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
• Answered customer questions regarding store merchandise, department information, and pricing.
• Monitored inventory levels and kept adequate stock in product displays on sales floor.
• Improved overall store appearance by performing routine maintenance tasks such as cleaning shelves, updating signage, and reporting damaged fixtures for repair or replacement.
• Boosted sales by implementing effective merchandising strategies and visually appealing displays.

• Supervised 15-45 employees depending on the type of project.
• Completed nightly payroll to assist management.
• Communicated goals and feedback with employees.
• Trained employees on proper processes and procedures.
• Showed up an hour early for every shift to work with the client and have things ready for the team upon arrival.
• Participated in weekly meetings with the other supervisors to provide advice, feedback and support.
• Conducted evaluations and coaching of employees.
• Ensured timely and under budget completion of project
• Safely and efficiently stock new or changing products by following the Retailer store schematic.
• Cleaned, straightened or assembled shelves/racks and display cases following measurement guidelines.
• Checked code dates, rotated products that may be old or slow moving and removed unsaleable items.
• Helped the client stock their shelves with nightly loads.
• Helped the client tear down old gondolas and help build new gondolas.

• CAE3/Technical Support
• Provided technical assistance across multiple platforms to Comcast Business customers.
• Diagnosed customer issues using multiple tools and platforms. Perform research and clarify with the customer to resolve all issues.
• Provided technical assistance including but not limited to telephony, internet, and cable provisioning, Programming IP Addresses, and offering additional assistance including products and services.
• Provided billing and service change options and resolutions for customers.
• Provided provisioning support for DHCP, WAN and Firewall settings, IP addresses, telephony, and cable.

Commercial Operations 3/Day of job

• Provided overflow operational support for local market technicians, operations, and other groups as needed.
• Coordinated the resolution of orders and installation processes across multiple customer-facing and internal departments.
• Proficient multi-tasking using multiple platforms to research and resolve order errors.
• Provided advanced technical support, provisioning support, and troubleshooting for field technicians and other groups.

Case Manager

• Managed inbound and outbound activities through voice, email and fax.
• Case managers are assigned to a customer for the duration of time required to resolve the customer’s issue which may take days or weeks.
• Managed 40-100 cases at a time.
• Utilized existing resources including technical scripts, but also think independently and use resources within the company to resolve customer’s issues.
• Established great rapport with the customer, keeping them informed on progress towards resolution.
• Maintained composure when faced with multiple priorities and changes.
• Demonstrated excellent written and verbal communication skills, including emphasis on thorough documentation of actions.

Upgrade Team Support Specialist

• Provided team support for answering CSR questions and resolving escalated customer calls.
• Supported and assist in the education of team members on system changes and enhancements.
• Assisted Team Leader with key IEX exceptions.
• Identified when new team member may need additional assistance with a call via Agent Works.
• Coached CSRs on and off calls providing feedback on ways to improve call handling time and quality based on service observations.
• Maintained performance trends at the agent level to assist in identifying development opportunities.
• Responsible for meeting minimum performance standards month over month.
• Responsible for developing and implementing contests and incentives to drive performance.
• Provided real time assistance to CSRs via chat system to ensure efficiency and accuracy in call handling.
• Assisted Team Leader with team meeting information.

Technical Customer Service Representative

• Responsible for delivering the highest level of customer service to our customers to ensure customer satisfaction and one call resolution.
• Responsible for troubleshooting all technical issues with DIRECTV products and services.
• Accountable for making the best use of all resources to troubleshoot and resolve technical issues.
• Completed ongoing training to stay up-to-date on product and policy changes.
• Increased the customer experience by providing information on new products and services