HOWARD PRESBERRYIII
ABINGDON,MD
Summary
Accomplished account management and customer service professional with over 18 years experience. Looking to leverage his knowledge and relationships within BGE in a Sr innovation Specialist Hybrid role. A dynamic leader with proven impact and influence, and an intuitive talent to find the best possible solution for both internal and external stakeholders. Inquisitive, skilled problem solver with experience in budget management, process improvement, and customer experience overall.
Overview
23
23
years of professional experience
1
1
Certification
Work History
IT Helpdesk Manager
DOD US Army APG
, MD
01.2023 - 08.2023
- Deliver front-line technical support for US Army personnel and partners of various GOVT contractors
- Foster positive end-user relationships and drive customer satisfaction
- Promote continuous improvement of Tier 1 and Tier 2 support, desktop administration, and telecom delivery for all stakeholders
- Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
- Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s)
- Establish and implement ITIL standards
- Analyze the business requirements of all departments to determine their technology needs
- Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership
- Escalation and resolution of software issues to the information systems/development team
- Escalation and resolution of third-party software/systems issues by the support team -Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
Account Management Billing Call Center Support Supervisor
Comcast
Baltimore, MD
01.2021 - 10.2022
- Lead a number one ranking team in the Northeast Division for over 17 years in all stats Quality/Sales and overall team stack ranking
- Team size of 10-18 Agents while also assisting call center at any given time on various technical/customer service related concerns
- Lead project for call quality improvement and more effective ways on how to educate our customers on products and services by being a Ambassador of the company
- Tailoring to the customers wants and needs to assure we are providing a excellent customer experience
- Focusing on ways to display how we can deliver a better customer experience which leads to retaining more overall satisfied customers which equals better company growth, and job stability
- Lead team with motivation and strive to aim for Exceptional results vs average for this equals a higher compensation for the agents, and fast tracks career growth in the company
- Provide in-depth analysis on any challenges or objections agents are receiving to better build and understand plan of action for overall team sales based budget for RGU units and percentage
- Forecast and consistent analysis call trends and data to make sure team is being as efficient as we can based on call allotted budget for service level
- Develop coaching documents to model each agent individually and tailor to their needs
- Track and trend agents progress daily/weekly/monthly/yearly to build for Quarterly performance reviews/Annual reviews
- Apply time management to manage daily work load to assure all duties assigned are being completed timely and accurately
- Develop and analyze individual reports hourly/daily/weekly/monthly/yearly to show efficiency and assuring hitting all key metrics and targets assigned
- Design project improvement plans and projects for individuals and call center for agents who were not successful in new hire 90 day period and or current continuous working role
- The end result would be successful completion and a agent has a better sense of the objectives at hand and can better understand the expectations for their current position to thrive and be successful in their career/position
- Provide leadership and manage performance to achieve a range of sales, service, and operational business goals, and ensures the Comcast Quality S4x
- Provides on-going performance feedback -Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service
- Communicate and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements
- Identifies variances and creates effective plans to address gaps
- Partner with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role
- Collects and compiles data to identify opportunities for service improvement
- Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques
- Conduct monthly team meetings to deliver key communications and build team spirit and provide employee recognition
- Develop and leads an Exceptional team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services
- Facilitate positive employee relations by fostering an environment of open communication,Diversity, Equity, Inclusion and approachability, and fair and consistent treatment of employees
- Approve CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits
- Conduct real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
- Consistent exercise of independent judgment and discretion in matters of significance
- Regular, consistent and punctual attendance and perform all other duties as assigned.
Priority Service Repair Call Center Support Supervisor
Comcast
Baltimore, MD
07.2014 - 01.2021
- Provide trouble shooting for advanced products such as CDV,CHSI and X1 Platform services to all customers
- Consistently striving to motivate team for Highly Effective and or to Exceptional rating in all metrics and Pinnacle observations
- Provides leadership and manages performance to achieve a range of sales, service, and operational business goals, and ensures the Comcast Quality Experience (CQE)
- Responsible for providing high level support to our highest value residential customers
- Provides a high level of service and acts as a single point of contact for the customer, taking ownership of all interactions cross-functionally through to completion
- Establishes and maintains positive, productive, and trusting relationships with customers to foster long-term loyalty and complete satisfaction, upholding
- Comcast’s commitment to the customer experience through our Credo, Voice of the Customer (VOC) surveys, and the Comcast Customer Guarantee
- Exhibit above average communication, active listening, and problem solving skills
- Effectively uses those skills to accurately and confidently handle customer inquiries, either billing or repair for all product lines
- Also, effectively promotes Comcast products and services as well as compares those to our competitors and makes recommendations that best meet the customer’s needs
- In doing so, exercises sound judgment and act in the best interest of both the customer and Comcast
- Develop personal performance plans with CAE's and provides on-going performance feedback and quarterly performance plan reviews
- Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service
- Communicate and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements
- Identifies variances and creates effective plans to address gaps
- Partner with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role
- Collects and compiles data to identify opportunities for service improvement
- Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques
- Conduct monthly team meetings to deliver key communications and build team spirit and provide employee recognition
- Develop and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services
- Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
- Approve CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits
- Conduct real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
- Consistent exercise of independent judgment and discretion in matters of significance
- Regular, consistent and punctual attendance and perform all other duties as assigned
Billing Call Center Support Supervisor
Comcast
Baltimore, MD
01.2010 - 01.2014
- Provides leadership and manages performance to achieve a range of sales, service, and operational business goals, and ensures the Comcast Quality Experience (CQE)
- Develop personal performance plans with CAE's and provides on-going performance feedback and quarterly performance plan reviews
- Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service
- Communicate and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements
- Identifies variances and creates effective plans to address gaps
- Partner with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role
- Collects and compiles data to identify opportunities for service improvement
- Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques
- Conduct monthly team meetings to deliver key communications and build team spirit and provide employee recognition
- Develop and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services
- Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
- Approve CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits
- Conduct real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
- Consistent exercise of independent judgment and discretion in matters of significance
- Regular, consistent and punctual attendance and perform all other duties as assigned.
Sales Call Center Support Supervisor
Comcast
Baltimore, MD
01.2009 - 01.2010
- Motivate employees to create a diverse and healthy work environment fostered by a team-based setting
- Drive positive results through various metrics regarding lines of business RGU, Sell in%, New connect installs/ restarts and upgrades on customers’ accounts
- Provides leadership and manages performance to achieve a range of sales, service, and operational business goals, and ensures the Comcast Quality Experience (CQE)
- Develop personal performance plans with CAE's and provides on-going performance feedback and quarterly performance plan reviews
- Establishes career and personal development goals with employees that enhance skill sets and knowledge of the industry, products, and quality customer service
- Communicates and manages expectations for quality and accuracy of work, as well as key productivity metrics associated with service level achievements
- Identifies variances and creates effective plans to address gaps
- Partner with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role
- Collect and compiles data to identify opportunities for service improvement
- Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques
- Conduct monthly team meetings to deliver key communications and build team spirit and provide employee recognition
- Develops and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services
- Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
- Approve CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits
- Conduct real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
- Consistent exercise of independent judgment and discretion in matters of significance
- Regular, consistent and punctual attendance and perform all other duties as assigned.
Associate Sales Customer Support Professional Call Center Coordinator
Comcast
Baltimore, MD
06.2008 - 01.2009
- Plan, promote and administer the customer service standards to ensure quality service for our customers
- Responsible for achieving Comcast standards of operation and adhering to FCC/NCTA standards
- Provide guidance and assistance to CAES for successful resolution of customer inquiries
- Ensure optimum staffing levels to achieve quality customer experience
- Observe, coach and develop individual CAE performance in line with Comcast’s quality standards
- Ensures competence and continuity of qualified CAE’s through new hire selection and recurring training for existing staff
- Establish and maintain personnel files
- Review work processes and procedures and make recommendation for improvement
- Provides leadership and manages performance to achieve a range of sales, service, and operational business goals, and ensures the Comcast Quality Experience (CQE)
- Develop personal weekly performance plans with CAE's and provide on-going performance feedback during New Hire Intro period of 90 days
- Work, as well as key productivity metrics associated with service level achievements
- Identifies variances and creates effective plans to address gaps
- Partner with leadership team and other functions within the organization to ensure positive working relationships and effective communication, resulting in employees being informed and educated about critical information and strategy needed to be successful in their role
- Collects and compiles data to identify opportunities for service improvement
- Ensures competence and continuity of qualified CAEs through optimum selection, training and development, appraisal and motivation techniques
- Conduct Daily/Weekly Class team meetings to deliver key communications and build team spirit and provide employee recognition
- Develop and leads an effective team that proactively retains Comcast customers and effectively communicates the benefits of Comcast products and services
- Facilitate positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
- Approve CAE's time, manages schedules and time off requests to meet the needs of the business, motivates employees to achieve sales and compliance results and conducts routine office visits and audits
- Conduct real-time phone monitoring and coaching to service CAEs in order to maintain required service levels, provides immediate feedback to associates to enhance call quality and increase productivity levels
- Consistent exercise of independent judgment and discretion in matters of significance
- Punctual, regular and consistent attendance and perform all duties as assigned
Customer account executive
Comcast
Baltimore, MD
01.2005 - 01.2008
- Assist customers with all Billing and Repair complex concerns
- Assisted call center Supervisors with customer escalated issues and networked with region site leaders on corporate accounts for resolution
- Assisted with Process Improvement Team on various projects to make more positive experience for customers and CAE’s in the call center
- Underground coax drop coordinator assistant
- Partnered with UG coordinator to assist with day of job and ETR for all drops in Beltway.
Supervisor/ Shift manager
Emmorton Burger King
Edgewood, MD
01.2001 - 01.2005
- Train all new employees - Ran shifts when asked by General Manager or District Manager - Represented Burger King in professional and positive manner for four years in all situations.
Education
Diploma -
Joppa Towne High School
01.2003
Major - Business Administration
Harford Community College
Skills
- MS Office (Excel, PowerPoint, Word, Outlook, SharePoint)
- Knowledgeable of customer service skills through Comcast
- Task Prioritization
- Self-Directed
- Interpersonal Communication
- Customer Service
- Supervision and Leadership
- Research
- Training & Development
- Recordkeeping
- Teamwork and Collaboration
- Active Listening
- Networking
- Problem Resolution
- Customer Relations
- Decision-Making
Certification
CISCO Networking Academy class 2002-2003
- A+ Computer Applications Session 1
- Business Computer Applications full course
References
References: Available upon request.
Additional Information
- Federal Govt Secret Clearance
Timeline
IT Helpdesk Manager
DOD US Army APG
01.2023 - 08.2023
Account Management Billing Call Center Support Supervisor
Comcast
01.2021 - 10.2022
Priority Service Repair Call Center Support Supervisor
Comcast
07.2014 - 01.2021
Billing Call Center Support Supervisor
Comcast
01.2010 - 01.2014
Sales Call Center Support Supervisor
Comcast
01.2009 - 01.2010
Associate Sales Customer Support Professional Call Center Coordinator
Comcast
06.2008 - 01.2009
Customer account executive
Comcast
01.2005 - 01.2008
Supervisor/ Shift manager
Emmorton Burger King
01.2001 - 01.2005
Diploma -
Joppa Towne High School
Major - Business Administration
Harford Community College
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