Horace Hamby
Schertz,TX
Summary
Highly productive customer service team leader, well-versed in service delivery standards, with a proven ability to navigate complex concerns effectively. Offering several years of experience in dispute resolution and customer service-oriented objectives. Adaptable to change and efficient in providing the right solution for the day to day problems.
Overview
7
7
years of professional experience
Work History
Sr. Resolution Specialist
Hulu/Disney
08.2019 - Current
- Conducted detailed investigations into customer complaints to identify root causes and develop appropriate resolutions.
- Streamlined processes for Hulu, Disney+, and ESPN+, 24/7 world-wide.
- Identified opportunities for process improvements within the Viewer Experience division.
- Collaborated with internal stakeholders to determine the best approach for resolving customer issues efficiently and effectively.
- Represented the organization within meetings amidst third-party companies.
- Analyzing statistics, assessing behaviors or habits, delivering appropriate feedback, and creating development plans for junior team members.
- Organized shift plans and team playbooks on a daily basis as business needs adjusted.
- Worked through Better Business Bureau, Legal, and Executive contact responses.
- Oversaw content launches such as WandaVision, Handmaid's Tale, and Loki.
Resolution Specialist
Hulu/Disney
09.2017 - 08.2019
- Drafted correspondence to customers regarding resolutions of their issues.
- Provided training sessions for new hires on how to effectively resolve customer complaints.
- Partnered with leadership to develop new programs to track issues within internal applications.
- Handled open bridge communication with multiple teams during high-level incident management.
Viewer Experience Advocate
Hulu/Disney
05.2017 - 09.2017
- Proudly developing the foundation for a new work environment culture for Hulu in Texas.
- Provided a high-level viewer experience for each contact reaching out to Hulu for technical, billing, or general support issues
- Focused on learning skills in communication, incident management, time management, general problem solving, and more.
- The role extended from assisting other Viewer Advocates to speaking to escalated contacts
Education
High School Diploma -
Samuel Clemens High School
Schertz, Texas06-2011
Skills
- Communication
- Written Communication
- Incident Management
- Time Management
- Problem Solving
- Networking
- Relationship Building
- Social Media
- Training
- Quality assurance expertise
- Analytical Thinking
- Team Member Training
- Meeting facilitation
- Investigation skills
- De-Escalation Techniques
- Escalations management
- Policy Interpretation
Affiliations
- Reading and writing
- Fishing and cooking
- Dreaming
References
References available upon request.
Timeline
Sr. Resolution Specialist
Hulu/Disney
08.2019 - Current
Resolution Specialist
Hulu/Disney
09.2017 - 08.2019
Viewer Experience Advocate
Hulu/Disney
05.2017 - 09.2017
High School Diploma -
Samuel Clemens High School
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