KENDALL LETT
Homewood,IL
Summary
Telecommunications and construction coordination professional supporting fiber infrastructure, Metro Ethernet, SMB, and MDU projects. Manages monthly financial approvals, permitting, and Right of Entry coordination while partnering with construction and business teams to keep projects moving. Also supports technical escalation work and trains new employees to improve team consistency.
Overview
13
13
years of professional experience
Work History
Construction Specialist 2 – Fiber Project Manager
COMCAST
Oakbrook, IL
09.2021 - Current
- Coordinated transition of new Metro Ethernet, SMB, and MDU projects into construction phase to facilitate timely project initiation.
- Review and approve more than $1 million in monthly financial requests for the Greater Chicago region, including labor, materials, and permitting costs.
- Serve as Fiber Project Manager for Central, Western, and Southern Illinois territories.
- Partnered with Construction Project Managers, Construction Specialists, and stakeholders to ensure on-schedule project completion across multiple territories.
- Coordinate project requirements, including engineering design completion, financial approvals, permitting, and Right of Entry (ROE) agreements.
- Trained and supported new employees, enhancing team knowledge and operational consistency.
Lead Technical Support Center Representative (Lead TSC Rep)
COMCAST
Elmhurst, IL
09.2018 - Current
- Provide advanced technical and operational support for Business VoiceEdge (BVE), Metro Ethernet, and Trunking products.
- Provided Tier 3/help desk support for escalated residential and commercial X1, High-Speed Internet (HSI), and Comcast Digital Voice (CDV) issues, enhancing resolution quality.
- Resolved and closed serviceability tickets, ensuring timely customer support.
- Trained and mentored call center employees on E360, Café, and Aspect agent-to-agent processes, improving team knowledge and performance.
- Maintained knowledge of systems and tools used in operations. of InstaQuote, Aegis, P2, ESLAM, and House Smart systems.
House Smart / Serviceability Team
Comcast
Elmhurst, IL
01.2020 - 01.2021
- Resolved and closed serviceability tickets for House Smart and Serviceability teams, enhancing customer satisfaction in Big South and Florida regions.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Department Trainer
Comcast
Elmhurst, IL
01.2018 - 01.2020
- Developed training materials and facilitated employee training on Einstein 360, Café NX, and Aspect agent-to-agent transfers, improving employee proficiency.
- Trained employees on X1 products and internal operational systems, ensuring operational consistency.
- Enhanced employee understanding through targeted training initiatives, leading to improved call center performance.
Senior Technical Support Center Representative
COMCAST
Elmhurst, IL
03.2017 - 09.2018
- Resolved escalated customer issues from Technical Operations leadership, enhancing customer satisfaction and retention.
- Troubleshot residential and commercial X1, HSI, and CDV services, including static IP configuration.
- Modified customer orders for X1, HSI, CDV, Xfinity Home, and commercial products to ensure accurate service delivery.
- Utilized a broad range of technical and operational systems to diagnose issues, modify orders, and support service delivery.
- Gained in-depth expertise in CSG, Einstein, Café, IMS, UMS, ERONE, OrderPath, BACC, Scout, Workbench, IP Control, IPedge, Stars, SMIT, Watchtower, ESD, Neustar, Aegis, ESLAM, and InstaQuote, improving problem-solving efficiency.
Nirvana Universal Agent
COMCAST
Woodridge, IL
01.2016 - 03.2017
- Resolved customer concerns while identifying opportunities to retain customers and reduce cancellations.
- Assisted residential customers with billing inquiries, technical issues, sales processes, and retention strategies during first 120 days of service.
- Processed payments and established payment arrangements while clarifying billing statements to enhance customer understanding.
- Provided comprehensive support across various customer service functions in fast-paced environment.
Customer Account Executive / Sales Representative
COMCAST
Woodridge, IL
04.2014 - 01.2016
- Generated revenue through commission-based sales of additional service lines, premium movie channels, equipment upgrades, and sports packages, contributing to overall sales targets.
- Identified customer needs and recommended relevant products and service upgrades, enhancing customer satisfaction and loyalty.
- Resolved complex customer complaints as part of escalation team, addressing missed technician appointments, recurring service issues, property damage, and billing credits to improve service quality.
- Provided technical support for residential cable television, internet, and phone services.
Cable Technician
AMERICAN CABLE & TELEPHONE
07.2013 - 12.2013
- Installed residential cable television, internet, and telephone services, enhancing customer connectivity for Comcast.
- Executed field installations and guided customers through telecommunications service setup, ensuring seamless experiences.
- Installed cable, internet, and telephone lines for residential and business customers.
- Tested signals and traced faults using meters, meters, and diagnostic tools.
- Repaired drop lines, connectors, and equipment during service calls.
Education
High School Diploma -
Thornridge
Dolton05-2010
Some College (No Degree) - Information Technology
Southern Illinois University, Carbondale
Carbondale, ILSkills
- Fiber Optic & Telecommunications Operations
- Metro Ethernet, SMB & MDU Projects
- Construction Project Coordination
- Construction Permitting & Right of Entry Coordination
- Project Management & Execution
- Budget Management
- Serviceability & Infrastructure Operations
- Technical Support & Escalation Management
- Troubleshooting & Technical Analysis
- Telecommunications systems
- Business & Operational Systems: InstaQuote, Aegis, P2, ESLAM, House Smart, Einstein, Café, CSG, IMS, UMS, ERONE, OrderPath, BACC, Scout, Workbench, IP Control, IPedge, Stars, SMIT, Watchtower, ESD, Neustar
- Cross-Functional Team Collaboration
- Onboarding Programs
- Customer Relationship Management
- Professional Skills: Project Coordination, Financial Review, Cost Analysis, Troubleshooting, Employee Training, Customer Relations, Communication, Problem Solving
AWARDS & RECOGNITION
Circle of Success Winner 2021 – Comcast
Timeline
Construction Specialist 2 – Fiber Project Manager
COMCAST
09.2021 - Current
House Smart / Serviceability Team
Comcast
01.2020 - 01.2021
Lead Technical Support Center Representative (Lead TSC Rep)
COMCAST
09.2018 - Current
Department Trainer
Comcast
01.2018 - 01.2020
Senior Technical Support Center Representative
COMCAST
03.2017 - 09.2018
Nirvana Universal Agent
COMCAST
01.2016 - 03.2017
Customer Account Executive / Sales Representative
COMCAST
04.2014 - 01.2016
Cable Technician
AMERICAN CABLE & TELEPHONE
07.2013 - 12.2013
High School Diploma -
Thornridge
Some College (No Degree) - Information Technology
Southern Illinois University, Carbondale