Christopher Martin

• 4/2019-5/2021
• Managed group of 55 field technicians and 5 supervisors out of Fairhaven MA facility. This shop was in status quo pending union contract negotiation.
• 5/2021- present
• Managing group of 80 field technicians and 7 supervisors out of 2 different satellite offices in Natick and Taunton MA
• Responsible for coaching, motivating, and development of my team of installation and service supervisors and technicians.
• Change management liaison helping communicate important business initiatives.
• Lead multiple projects that have helped improve business processes.
• Enhanced team productivity by implementing efficient workflows and processes in technical operations.
• Managed implementation of new technological improvements resulting in increased efficiency.
• Streamlined communication between cross-functional teams, leading to improved project delivery times.

* Assisted with training and development of team members.

* Handled customer complaints and inquiries

* Multiple projects to help improve processes: Tech 360 Supervisor Champion, Collaborated on Comm tech Curriculum for CB techs, Day of install refresher, Developed a training lab for more hands on learning.

• Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
• Managed daily operations of the service department, maintaining a high level of organization and productivity.
• Monitored team's performance and gave feedback when necessary.
• Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
• Streamlined service processes, resulting in increased efficiency and reduced operational costs.
• Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
• Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.

• Troubleshoot and installation of all 3 Comcast products.
• Maintain stellar rework metrics as well as managing lead responsibilities.
• Worked escalated tickets for immediate supervisor as well in addition to routing work for the team.
• Ensured compliance with all safety protocols during installation procedures, minimizing risk of injury or property damage.
• Consistently met or exceeded customer expectations through timely service delivery and clear communication.