Keith Graves
Payroll & Benefits Captain
Houston,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Customer Experienced Representative
Comcast
Houston, TX
07.2020 - Current
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Field Service Technician
Asurion
Houston, Texas
03.2019 - 03.2020
- Translated main cable and equipment location blueprints to technicians while declaring system outages and rerouting staff for timely service completion.
- Provided troubleshooting and repair support to over 25 customers weekly.
- Provided exemplary customer service on each field visit according to Asurion's guidelines.
Premises Technician
AT&T
Houston, Texas
02.2016 - 03.2019
- Developed team communications and information for morning meetings.
- Managed highly capable field teams, leading technicians throughout installation process for large theater projects.
- Traveled to customer sites across the Houston area to set up and install recently purchased Direct TV or AT&T U-Verse System.
- Adhered to and kept myself in line with established safety regulations and protocols when working on ladders and operating power tools, providing important protection for personnel and customers.
Customer Service Representative
Harris County Toll Road Authority
Houston, TX
01.2014 - 02.2016
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Regularly exceeded daily sales and product add-on quotas.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Science - Business Management
Grand Canyon University
Phoenix, AZ10.2021
Diploma - Water Treatment Specialist
United States Army Quarter Master School
Fort Lee, VA02.2015
Skills
- Field technical services
- Customer service optimization
- Patient-focused quality service
- Customer focused-service
- Field installations
- Resident service plans
- In-service education planning
- Customer Service and Communication Skills
- Service termination and activation
- Leadership Team Member
Websites
Accomplishments
- Completed Army Combat Training
- Union Leader
- Certificate of Recognition
Timeline
Customer Experienced Representative
Comcast
07.2020 - Current
Field Service Technician
Asurion
03.2019 - 03.2020
Premises Technician
AT&T
02.2016 - 03.2019
Customer Service Representative
Harris County Toll Road Authority
01.2014 - 02.2016
Bachelor of Science - Business Management
Grand Canyon University
Diploma - Water Treatment Specialist
United States Army Quarter Master School
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