Jose Alvarez
Fresno,CA
Summary
Driven by a passion for staff development and process improvement, I excelled at Comcast, leading teams to enhance customer satisfaction and operational excellence. My strategic planning and employee motivation skills resulted in significant performance advancements, embodying a commitment to growth and inclusion.
Overview
23
23
years of professional experience
Work History
Supervisor Installations and Service
Comcast
08.2019 - Current
- Coaching: Provides daily coaching and feedback to team members, who are focused on customer engagement and education of products and services by inspiring trust, encouragement, motivation and accountability. Creates coaching plans in a feedback session.
- Change Management: Acts as change management liaison and change lead in communicating important business initiatives. Communicates messages to team in a positive manner that conveys connection to the business strategy, customers and employees.
- Employee Leadership: Promotes positive employee relations by fostering a team environment of open communication, approachability and fair and consistent treatment of all employees within a workforce dedicated to diversity.
- Customer Advocates: Responds to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction.
- Organizational Excellence: Monitors performance levels and team member activities, administers all company policies; takes appropriate action as necessary supporting an employee and customer-centric organization.
- Recognition: Celebrates and reinforces employee successes through recognition and promotion.
- Career Advisor: Encourages career development with each team member through the creation and management of individual development plans.
- Group Champion: Facilitates routine huddles with the team focused on improving the employee experience and the customer experience, while also educating the team on new products and services. Develops action plans a tool to assist with coaching employees as needed.
- Works cross functionally to ensure that complex issues are resolved properly and timely. Ensures proper follow up with customer and others as needed.
- Highly organized with the ability to effectively manage multiple priorities. Comfortable managing through ambiguity and strong critical thinking skills.
- Flexibility: Schedule flexibility is critical as role may require nonstandard working hours.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
- Other duties and responsibilities as assigned.
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Sr. Residential Technician
Comcast
05.2001 - 08.2019
- Performs installations and changes of service, while adhering to: applicable codes, requirements, guidelines, company procedures and safe work practices in order to provide an outstanding customer experience.
- Updates customer account to ensure an accurate record of products and services is captured to ensure that customer has a positive experience throughout the ongoing customer relationship.
- Through the use of sound judgement and decision making, troubleshoots and problem solves customer inquiries and concerns to ensure products and services are working properly to drive a positive customer experience.
- Communicates, engages and provides customer with education on products and services.
- Persists and finishes projects despite obstacles with little supervision, take extra steps to prevent mistakes or create opportunities to further engage customer with our products and services and enhance the ever-evolving customer relationship.
- Displays active listening skills, perceive emotional awareness in difficult situations and empathize with customers to enhance an overall positive experience.
- Uses installation tools and hand tools and perform jobs from high places (on poles and roofs), including climbing poles with proper equipment (safety belt, strap, climbers), ladders and bucket trucks (18 to 26 feet).
- Manipulates connectors, fasteners, wire and uses hand tools.
- Lifts and carries loads of 70 lbs. or more, works in confined spaces such as crawl spaces or attics, works while standing 50 -70% of the time and performs work near power lines and electricity.
- Works within manufacturer's rated weight capacity for all equipment, including but not limited to ladders and aerial lifts.
- Through the use of Company vehicle maintains proper equipment in order to be prepared to perform required duties. Drives company vehicle in performance of duties in a safe and responsible manner with appropriate state licensing requirements while working and traveling in inclement weather.
- Vision ability: close vision, peripheral vision and ability to adjust focus and able to manipulate objects such as pens, keyboard and mouse.
- Normal work shift may include weekends; may include 10 hour days for 4 days a week and available to work overtime including weekends, evenings and holidays.
- Works in areas with exposure to moderate noise level, dogs or other animals, construction areas, or the public in general.
- Training will be provided in areas of safety, company specific training, installations and other areas as necessary.
- Continued employment is contingent upon achieving required training, certifications and safety requirements.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Education
High School Diploma -
Duane E Furman High School
Madera, CA05.1991
Skills
Training and mentoring
Goal-Oriented
Staff Management
Employee Motivation
Strategic Planning
Staff Development
Staff Discipline
Processes and procedures
Process Improvement
Process Monitoring and Improvement
Languages
Spanish
Professional Working
Timeline
Supervisor Installations and Service
Comcast
08.2019 - Current
Sr. Residential Technician
Comcast
05.2001 - 08.2019
High School Diploma -
Duane E Furman High School