Kentia Tucker

• Followed all company policies and procedures to deliver quality work
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution
• Collaborated with cross-functional teams to achieve project goals on time
• Troubleshooted and/or problem solved to effectively analyze and troubleshoot complex HFC related issues by interpreting data outputs from multiple tools
• Affectively managed multiple projects simultaneously, including communications to internal and external customers, locating resources, setting priorities, and managing to SLAs
• Solved practical problems and dealt with a variety of variables in situations where only limited standardization exists
• Wrote routine reports and correspondence as well as created or produced reports outlining specific trends in the HFC network to efficiently resolve plant issues
• Interpreted a variety of instructions furnished in written, oral, diagram, or schedule form
• Distinguished and identified various colors to identify multiple alarm states in the tools and software utilized in the ROC environment
• Obtained substantial knowledge of HFC network concepts, DOCSIS and end-user support principles

• Accomplished ROC II Specialist at Charter Communications, adept in cross-functional collaboration and process improvement, significantly advanced from ROC I to ROC II within a year through self-led training, and in the midst of advancing to ROC III
• Demonstrates exceptional problem-solving and communication skills, with a proven track record in project implementation and team leadership
• Demonstrated a solid understanding of Hybrid Fiber Coaxial (HFC) network concepts, DOCSIS, end-user support principles; ability to use tools to effectively troubleshoot basic HFC related issues
• Expert in documentation and time management, consistently meets strict deadlines
• Maintained documentation of findings and all work completed
• Collaborated with internal teams to ensure successful implementation of projects from start to finish
• Maintained records detailing service calls and resolutions for future inquiries
• Communicated effectively with team members throughout the dispatch process ensuring accuracy at every stage
• Responded promptly to emergency calls from dispatch staff when necessary
• Assisted in training new employees on proper telephone etiquette, dispatch protocols, and other related duties
• Utilized the NCTI online courses available through Charter to self progress from a ROC I to a ROC II Specialist in less than a year
• Handled multiple tasks simultaneously while meeting tight deadlines in a fast-paced environment

• Demonstrated excellent time management abilities by completing deliveries on schedule with minimal delays
• Utilized careful attention to detail when preparing items for shipment according to customer instructions
• Anticipated and identified problems with deliveries to find solutions
• Developed strong problem solving skills to resolve any issues that arose during the delivery process
• Worked independently as well as collaboratively within a team setting to achieve common goals
• Managed workloads independently, ensuring all assigned tasks were completed on time and within budget
• Demonstrated excellent communication abilities when providing updates to customers and management
• Followed strict guidelines related to secure transport of confidential documents or sensitive materials
• Identified new routes during weather delays to facilitate on-time deliveries to customers
• Remained flexible for spontaneous pickup requests and pickup locations
• Attended training and development sessions focused on adhering to DOT regulations and safety standards

• Managed workloads independently, ensuring all assigned tasks were completed on time and within budget

• Resolved customer complaints quickly and professionally when needed

• Maintained accurate records of packages delivered, including signatures, addresses, and dates

• Demonstrated excellent communication abilities when providing updates to customers and management

• Followed strict guidelines related to secure transport of confidential documents or sensitive materials

• Handled cash transactions accurately using point-of-sale software applications

• Identified new routes during weather delays to facilitate on-time deliveries to customers

• Remained flexible for spontaneous pickup requests and pickup locations

• Attended training and development sessions focused on adhering to DOT regulations and safety standards

• Met tight deadlines without compromising quality or accuracy when delivering items