Jennifer Wampach

• Overall responsibility for coordinating the Charter construction effort, and elements of the install/activation process.
• Provide Charter construction status updates and pertinent dates to the Managed WiFi Project Manager.
• Coordinate inside wiring installation with vendor and Charter for Centralized and Distributed properties.
• Work with Construction team to identify one vendor for FIA and WiFi.
• Coordinate meeting(s) with the General Contractor on electrical, Ethernet and coax plans.
• Review plans utilizing the Construction Statement of Work (SOW).
• For Community Solutions, also review plans utilizing the Community Solutions Statement of Work (SOW).
• Review potential design changes for Greenfield properties.
• Review potential rewire for Brownfield properties.
• Hold Inside Wiring vendor responsible for ensuring they provide all requirements per the Statement of Work.
• Escalate issues identified with Outside Plant (OSP) Construction if not per Design.
• Hold property responsible for ensuring they provide all requirements per the Statement of Work.
• Ensuring the video equipment and work order requests are requested to ensure video can be activated in conjunction with Managed WiFi.
• Ensure Managed WiFi Project Manager is aware of current status and any date/design changes.
• Service Delivery Analyst may interact with Site point of contact for coordination efforts.
• Managed WiFi Project Manager owns overall responsibility for customer contact.
• Escalate issues to Managed WiFi Project Manager as needed.
• Work with local Field Operations to get cable boxes installed for properties where residents cannot obtain cable boxes on their own (such as retirement communities, nursing homes, senior living housing).
• Ensure Walkout Validation is performed within SLA.
• Coordinate and participate in the Walkout Validation with the Charter Construction team and third party contractor/vendor.
• Coordinate meeting(s) with the General Contractor on electrical plans, Ethernet and coax.
• Review plans utilizing the Construction Statement of Work (SOW).
• For Community Solutions, also review plans utilizing the Community Solutions Statement of Work (SOW).
• Review potential design changes for Greenfield properties.
• Review potential rewire for Brownfield properties.
• Ensure Managed WiFi Project Manager is aware of current status and any date/design changes.
• Service Delivery Analyst may interact with Site point of contact for coordination efforts.
• Managed WiFi Project Manager owns overall responsibility for customer contact.
• Hiring Contractor responsibilities include: Ensure wiring work matches design.
• Ensure appropriate costs are identified and documented.
• Ensure no duplication or overlap of costs across vendor quotes, within a vendor quote or across Prism.
• Ensure wiring is completed per High Level Design and delivered on time.
• Financial Review responsibilities include: Attend Financial Review Call.
• Ensure all Managed WiFi and video costs are captured and documented.
• For Community Solutions, using the MDU Costing Template.
• Ensure the Construction Coordinator attends Financial Review Call.
• Ensure the Construction Coordinator accurately reflects costs in Prism.
• Quality control process throughout Construction.
• Conducted weekly or twice per month depending on region’s geographic territory.
• If the region’s geographic territory is not conducive to on-site visits, then the Construction Coordinator will be responsible for providing photos to the SDA for remote validation.
• Intent is to ensure owner responsibilities are per HLD and on track per schedule (for example, wiring is where it needs to be).
• Reinforces prerequisites and corresponding lead times for Inside Wiring work and installation/activation activities for Greenfield properties.
• Escalate and adjust timelines as needed.
• Refer to the Lead Time for Greenfield Properties for additional details.
• Manage schedule changes due to construction/sequence of building construction through.
• Identify changes in defined phases.
• Ensure full phase is ready to ensure no need to re-phase.
• Inform Managed WiFi Project Manager of any changes.
• Escalate issues identified during Construction Quality Control check.
• If the date changes where it impacts the scheduled installation date, inform the Managed WiFi Project Manager.
• Managed WiFi Project Manager informs others (the customer, dispatch, and Fulfillment).
• Engage Managed WiFi Project Manager to engage customer.
• Quality Control checks specific to Centralized (Fiber) properties: AP location and hard line location.
• Ensure hard line is installed on appropriate wall per design.
• MDF/IDF location, patch panels and labeling are performed and accurate.
• Quality Control checks specific to Distributed properties: Panel is installed in appropriate location per design.
• Wiring installed per AP location and hard wire port per design.
• Customer installed vs Charter installed wiring is per Statement of Work.
• Installation responsibilities include: Work with Dispatch/RSC and/or the Field Operations Supervisor to determine the Field Technician that will be performing the installation/activation.
• In Unit access and escort coordination for wiring work and installation, if needed.
• Confirm scheduling of Units, status and adjustments.
• Refer to the Quality Control checks for additional details.
• Providing updates to the Managed WiFi Project Manager.
• Taking site and equipment pictures.
• Validate construction work is complete based on the Construction Checklist included in the Site Readiness template.

• Overall responsibility for coordinating the Charter construction effort, and elements of the install/activation process.
• Provide Charter construction status updates and pertinent dates to the Managed WiFi Project Manager.
• Coordinate inside wiring installation with vendor and Charter for Centralized and Distributed properties.
• Work with Construction team to identify one vendor for FIA and WiFi.
• Coordinate meeting(s) with the General Contractor on electrical, Ethernet and coax plans.
• Review plans utilizing the Construction Statement of Work (SOW).
• For Community Solutions, also review plans utilizing the Community Solutions Statement of Work (SOW).
• Review potential design changes for Greenfield properties.
• Review potential rewire for Brownfield properties.
• Hold Inside Wiring vendor responsible for ensuring they provide all requirements per the Statement of Work.
• Escalate issues identified with Outside Plant (OSP) Construction if not per Design.
• Hold property responsible for ensuring they provide all requirements per the Statement of Work.
• Ensuring the video equipment and work order requests are requested to ensure video can be activated in conjunction with Managed WiFi.
• Ensure Managed WiFi Project Manager is aware of current status and any date/design changes.
• Service Delivery Analyst may interact with Site point of contact for coordination efforts.
• Managed WiFi Project Manager owns overall responsibility for customer contact.
• Escalate issues to Managed WiFi Project Manager as needed.
• Work with local Field Operations to get cable boxes installed for properties where residents cannot obtain cable boxes on their own (such as retirement communities, nursing homes, senior living housing).
• Ensure Walkout Validation is performed within SLA.
• Coordinate and participate in the Walkout Validation with the Charter Construction team and third party contractor/vendor.
• Coordinate meeting(s) with the General Contractor on electrical plans, Ethernet and coax.
• Review plans utilizing the Construction Statement of Work (SOW).
• For Community Solutions, also review plans utilizing the Community Solutions Statement of Work (SOW).
• Review potential design changes for Greenfield properties.
• Review potential rewire for Brownfield properties.
• Ensure Managed WiFi Project Manager is aware of current status and any date/design changes.
• Service Delivery Analyst may interact with Site point of contact for coordination efforts.
• Managed WiFi Project Manager owns overall responsibility for customer contact.
• Hiring Contractor responsibilities include: Ensure wiring work matches design.
• Ensure appropriate costs are identified and documented.
• Ensure no duplication or overlap of costs across vendor quotes, within a vendor quote or across Prism.
• Ensure wiring is completed per High Level Design and delivered on time.
• Financial Review responsibilities include: Attend Financial Review Call.
• Ensure all Managed WiFi and video costs are captured and documented.
• For Community Solutions, using the MDU Costing Template.
• Ensure the Construction Coordinator attends Financial Review Call.
• Ensure the Construction Coordinator accurately reflects costs in Prism.
• Quality control process throughout Construction.
• Conducted weekly or twice per month depending on region’s geographic territory.
• If the region’s geographic territory is not conducive to on-site visits, then the Construction Coordinator will be responsible for providing photos to the SDA for remote validation.
• Intent is to ensure owner responsibilities are per HLD and on track per schedule (for example, wiring is where it needs to be).
• Reinforces prerequisites and corresponding lead times for Inside Wiring work and installation/activation activities for Greenfield properties.
• Escalate and adjust timelines as needed.
• Refer to the Lead Time for Greenfield Properties for additional details.
• Manage schedule changes due to construction/sequence of building construction through.
• Identify changes in defined phases.
• Ensure full phase is ready to ensure no need to re-phase.
• Inform Managed WiFi Project Manager of any changes.
• Escalate issues identified during Construction Quality Control check.
• If the date changes where it impacts the scheduled installation date, inform the Managed WiFi Project Manager.
• Managed WiFi Project Manager informs others (the customer, dispatch, and Fulfillment).
• Engage Managed WiFi Project Manager to engage customer.
• Quality Control checks specific to Centralized (Fiber) properties: AP location and hard line location.
• Ensure hard line is installed on appropriate wall per design.
• MDF/IDF location, patch panels and labeling are performed and accurate.
• Quality Control checks specific to Distributed properties: Panel is installed in appropriate location per design.
• Wiring installed per AP location and hard wire port per design.
• Customer installed vs Charter installed wiring is per Statement of Work.
• Installation responsibilities include: Work with Dispatch/RSC and/or the Field Operations Supervisor to determine the Field Technician that will be performing the installation/activation.
• In Unit access and escort coordination for wiring work and installation, if needed.
• Confirm scheduling of Units, status and adjustments.
• Refer to the Quality Control checks for additional details.
• Providing updates to the Managed WiFi Project Manager.
• Taking site and equipment pictures.
• Validate construction work is complete based on the Construction Checklist included in the Site Readiness template.

• Receive request for site surveys from Sales Force for residential and commercial fiber and coax projects and route to construction or contractor.
• Track aging surveys.
• Input data from survey, such as construction timeline, costs, and special instructions.
• Build new commercial addresses in coordination with Information Systems (IS) Department to maintain a clean, accurate database within company standards.
• Schedule site survey system referral orders in billing system.
• Respond, route and track requests and updates on construction projects for residential and commercial fiber and coax projects.
• Ensure Sales Force, billing system and other management tools are updated with correct project status and notes on construction projects.
• Review construction and site survey reports for accuracy.
• Facilitate interdepartmental coordination and execution related to residential and commercial fiber and coax construction projects between the construction, sales and fulfillment teams.
• Signal Leakage reporting and monitoring.

• Responsible for relaying and recording information to field personnel via radio, telephone, or other forms of communications.
• Provide training for newly hired and ongoing training for dispatchers.
• Subject matter expert on dynamic dispatch process and all mobile workforce applications.
• Proactively assist dispatchers in the department.
• Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians; act as a liaison between technician and customer service employees.
• Assist supervisors with work flow, training, and quality assurance for the department.
• Pre-call any customers that fall out of the automated pre-call system to verify issue, scheduled appointment date and time and reschedule missed appointments.
• Troubleshoot and resolve issues by fixing the customers issue over the phone with the customer whenever possible eliminating unnecessary truck rolls.
• Proactively watch for suspicious trends/outages when in the pools and alert the TAC team when necessary to expedite action to repair service outages.
• Provide customer assistance to resolve service problems and avoid unnecessary service call and takes escalated issues or more complex issues from the dispatchers for resolution with the field technicians.
• Assign workloads to dispatchers.
• Compile and complete various reports/reporting duties.

• Assist customers with renting of storage units and billing in person and via phone.
• Responsible for carrying out day to day operations of customer service, billing, payments and collections.
• Coordinated hiring of employees and contracted maintenance workers.
• Compiled month end reports and data for property.

• Monitor telephone installs and reports.
• Assist technicians to insure telephone installs are completed.
• Work directly with installation technicians on installs, process emergency phone installs, and assist technicians with problems before, during, and after installation and respond expediently to e-mails inquiries.
• Prepared corporate reports the day of install team.
• Certified in telephone order entry.
• See additional duties listed under dispatcher position.

• Assisted installation technicians with installation of cable and internet services, assisted technicians with service issues, closed out work orders for technicians.
• Handled service outages and paged on call technicians as needed, responded to customers regarding outages.
• Handled customer service complaints via the call center, placed service equipment on customer accounts and verified they were working properly, provision Internet modems, place service orders for special requests, contact technical supervisors on service issues as needed.
• Pre-call customers for service calls or installs, communicate thoroughly with co-workers and note accounts thoroughly.
• Assisted in the gathering of needed reports for management.
• Trained new hires.

Facilitated customer assistance through telephone and in-person interactions.

• Processed payments and informed customers about billing procedures, including payment options.
• Maintained detailed records of customer interactions and transactions for future reference.
• Resolved complex issues by collaborating with other departments to meet customer needs.
• Gathered customer feedback via surveys to drive improvements in service quality.
• Trained new employees to enhance team performance and capabilities.
• Coordinated scheduling and routing of drop box orders for efficiency.
• Generated reports for management to support informed decision-making.