BRIAN WALCOTT

Regional Services Representative 3.5 (RSC-3.5))

Charter Spectrum

Louisville, KY

02.2002 - Current

From 02/2002 to now I have worked many aspects of the Dispatch and RSC department. With NOC (Surveillance Tech) experience. As a RSC-3.5 I currenty assist Field Operations, Regional Operations Center, Network Operations Center and other entities on customer service concerns and service issues. I am assigned to the Special Projects Team. I coordinate with Supervisors, Managers, and Directors of Field Operations to ensure timely responses to area outages, and individual customer issues and concerns, as needed. I work with the customers to schedule any required work (SRO, TC) or with the Regional Operations Center (ROC) for Maintenance needs deemed necessary to resolve the customers complaint. I have use provided resources (Bentley View OutageView, SCOPE. Pathtrak, CSG, AgentOS etc to investigate and help maintenance technicians resolve as many issues as possible prior to a Trouble Call's running to eliminate unnecessary and costly Truck Rolls. My duties have involved coordinating and creating a Standard Operating Procedure for D3.1 modem swaps to ensure timely action to improve Network health and customer experience. I have had extensive involvement with Escalated Customer Action Form's ECAF's. I assisted managers, directors, and AVPs with all aspects of ECAF processing to ensure proper documentation, contact requirement needs, and all concerns were met as well as managing service level agreement (SLA) timelines. Over the years I have worked most aspects of Dispatch/RSC responsibilities from direct tech dispatch and TC pool monitoring to Maintenance assist with outage identification and restoration by using Bentley View to provide accurate Print Numbers. Worked at the Network Operations Center (NOC) as a Surveillance tech to monitor the network and Fiber Back bone for outages to quickly identify problems to ensure prompt attention and resolution.
Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
Answered customer inquiries and provided accurate information regarding services.
Maintained records of customer interactions and transactions for future reference.
Monitored incoming emails and responded promptly to all inquiries within established timeframes.
Escalated complex issues to higher levels of management when necessary.
Understands the importance of Service Level Agreements (SLA) concerning any aspect/department including the necessity of updating customers/POC's on permit timelines/delays and as well as updating customer expectations to prevent escalations.

Overview

Work History

Regional Services Representative 3.5 (RSC-3.5))

Education

High School Diploma -

Skills

Accomplishments

Timeline

Regional Services Representative 3.5 (RSC-3.5))

High School Diploma -

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