Frank Horvath

Developed test track and deployed fieldprint station workstations using reproducible methods to enhanceManaged spares inventory to provide immediate access to components. to ensure immediate access to required items, supporting uninterruptedCreated and managed user accounts on each machine to improve access and security. on each machine to streamline operational efficiency. on every machine for operational efficiency.

Comprehended essential computer terminology to facilitate effective communication with team members. Utilized communication components to enhance team collaboration. Knowledge of various necessary software and hardware programs. Coordinated multiple tasks and projects to ensure timely completion.

Resolved high-level escalations through ER tickets and Einstein chat sessions.

Investigated and addressed customer dissatisfaction to ensure prompt resolution.

Managed high volumes of escalations, prioritizing effective customer solutions.

Served as point of contact for customers with hazardous or intermittent service issues.

Collaborated with supervisors, managers, and directors across departments to achieve resolutions.

Led project for Runit program focused on MDU rewires.

Assisted in design and implementation of Runit program, processing submissions efficiently.

• Tracked all submitted, pending, and completed MDU rewires for comprehensive oversight.

Prioritizes and dispatches service and installation requests. Reschedules and/or assigns jobs to technicians.

Monitors daily progress of Technicians and adjusts routes to accommodate customer additions, rescheduling, and cancellations while providing support to the Technicians throughout the day. Inputs data into various databases used for tracking and reporting. When necessary, records completion codes to provide accurate service history.

Distributes unassigned work to the appropriate field personnel; utilizes the designated workforce management tool.

Organizes daily workload by managing the day of route, assigning and reassigning work as required.

Operates PC to input and retrieve subscriber account data and makes notations as needed in the appropriate

Workforce management tool. Processes paperwork to issue credits for late appointments as needed.

Effectively communicates with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts.

Provides appointment management, i.e. running late calls to technician, providing estimated time of arrivals, and reschedules with customer (including not homes and go backs.)

• Conducted regular equipment inventory counts and generated comprehensive reports.
  Accurately input CPE and inventory transactions into databases, spreadsheets, and billing systems.
  Tested cable converters for audio and video accuracy for customer home use.