CHRISTOPHER COLEMAN
Chicago Heights,IL
Summary
Experienced in customer service and network management with a background in handling technical issues and telecommunications.
Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
18
18
years of professional experience
Work History
Provisioning Agent
Southwest Airlines
Chicago, IL
08.2024 - Current
- Managed provisioning of aircraft supplies and materials to ensure operational readiness.
- Coordinated inventory control processes to maintain optimal stock levels and minimize shortages.
- Streamlined supply chain workflows, enhancing efficiency in material delivery and utilization.
- Trained new team members on provisioning procedures and safety protocols for compliance.
- Collaborated with cross-functional teams to resolve provisioning issues and improve service delivery.
- Implemented best practices for inventory management, reducing waste and increasing accuracy.
Ramp Agent
Southwest Airlines
06.2023 - 08.2024
- Provide friendly service to and maintains positive relationships with all internal and external Customers. Work in a cooperative spirit to ensure the success of our customers. Providing legendary Customer service to people desiring to travel, use cargo or baggage service by servicing aircraft at ramps and terminals. Handle all aspects of loading, stowing and unloading baggage, cargo airmail, air freight, ballast and company materials received either electronically or manually from an Operations Agent. Load, unload, service, guide, and direct Company Aircraft.
- Operated ground support equipment to facilitate safe and efficient aircraft turnaround.
- Monitored safety protocols during ramp operations to maintain compliance with aviation regulations.
- Trained new team members on operational procedures and safety standards for ramp activities.
Network Provisioner
Allstate Insurance
11.2019 - 10.2022
- Porting of TN'S for 10,000 agents from current providers to AT&T IP Flex Services IS program. Test and turn up of new phone lines via bridged calls including account PM and porting engineer. Completion of port orders thru providers portal or manual submission to gaining carrier of record (AT&T). Daily tracking and updating of all current and pending orders. Perform self-service IVR and call flow updates.
- Implemented system enhancements for tracking provisioning requests, improving accuracy of service delivery.
- Developed training materials for new team members, fostering knowledge sharing and skill development.
- Analyzed provisioning reports to identify trends, driving strategic improvements in resource utilization.
Technical Engineer II
Comcast Cable Communications
06.2011 - 03.2019
- Responsible for successful telephony activation and porting of telephone numbers to Comcast. Resolve customer issues and escalations displaying composure and conflict Management within internal and external departments. Accurately trouble shoot and resolve technical issues with CDV services. Maintain and complete documentation and work order status information. Complete all Third Party Verification Procedures and Local Service Request Forms.
- Developed and implemented technical solutions to enhance operational efficiency.
- Mentored junior engineers on best practices in technical troubleshooting and customer service.
- Led initiatives to streamline workflows, resulting in improved team productivity and satisfaction.
Workforce Operations
Comcast Cable Communications
06.2008 - 06.2011
- Daily interaction with Care Team responsible for accurate agent information for successful port (LOA, CSR, Phone Build). Weekly Skype meetings with carrier and management groups. Local Number Porting of nationwide Business telephone numbers (Trunking, BCV and DID's). Completion Pre-Provisioning IAD and Starter Configuration of circuits. Build and create telephone numbers in NPAC to correct Comcast LRN for business, trunking and RCF lines. Working closely with project managers to ensure customers service expectations are met. Obtain Customer Service Records from ILEC's to process LSR'S. Pre-Provisioning Web Top order entry. Correct entry of customer requested Directory Assistance Directory Listing.
- Assisted in training new team members on customer service protocols and systems.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Fostered a culture of continuous improvement through regular feedback and team engagement initiatives.
- Developed training programs to mentor staff on best practices and operational standards.
Education
Communications
Southern Illinois University Carbondale
Diploma - Radio and T.V Broadcasting
Illinois Center for Broadcasting
Skills
- Customer Service
- Excel
- IOS
- Decision-making
- Team leadership
- Training and mentoring
- Customer relations
- Problem-solving
- Time management
- Multitasking and organization
- Team building and leadership
Timeline
Provisioning Agent
Southwest Airlines
08.2024 - Current
Ramp Agent
Southwest Airlines
06.2023 - 08.2024
Network Provisioner
Allstate Insurance
11.2019 - 10.2022
Technical Engineer II
Comcast Cable Communications
06.2011 - 03.2019
Workforce Operations
Comcast Cable Communications
06.2008 - 06.2011
Diploma - Radio and T.V Broadcasting
Illinois Center for Broadcasting
Communications
Southern Illinois University Carbondale