Summary

Overview

Work History

Education

Skills

Accomplishments

Interests

Timeline

Kurt Traum

Cleveland,OH

Summary

Proven problem-solver and effective communicator, I significantly enhanced customer satisfaction and retention at AT&T by employing excellent escalation management and complaint resolution skills. My adaptive approach and professional demeanor have consistently promoted positive and lasting client relationships.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

years of professional experience

Work History

Customer Service Specialist/Cable Lineman

AT&T

11.1999 - 01.2025

Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Managed high call volume while maintaining a courteous and professional demeanor.
Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Enhanced customer satisfaction by resolving issues promptly and professionally.
Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Developed rapport with customers, fostering long-term relationships and repeat business.
Collaborated with team members to create effective strategies for improving overall customer experience.
Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
Responded to customer requests for products, services, and company information.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Met customer call guidelines for service levels, handle time and productivity.
Responded proactively and positively to rapid change.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Educated customers about billing, payment processing and support policies and procedures.
Investigated and resolved customer inquiries and complaints quickly.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Followed up with customers about resolved issues to maintain high standards of customer service.
Cross-trained and provided backup support for organizational leadership.
Trained new personnel regarding company operations, policies and services.
Maintained up-to-date knowledge of product and service changes.
Exhibited high energy and professionalism when dealing with clients and staff.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Promptly responded to inquiries and requests from prospective customers.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Managed timely and effective replacement of damaged or missing products.
Increased efficiency and team productivity by promoting operational best practices.
Trained staff on operating procedures and company services.
Delivered prompt service to prioritize customer needs.
Upheld a clean driving record while operating company vehicles responsibly to transport crew members and equipment between job sites.
Enhanced network reliability by installing and maintaining cable lines for residential and commercial clients.
Maintained accurate records of completed work orders, adhering to company documentation requirements for quality assurance purposes.
Collaborated with team members to complete complex projects within tight deadlines, resulting in high customer satisfaction rates.
Participated in regular safety meetings to discuss best practices for minimizing workplace hazards.
Expedited problem resolution by coordinating with other departments such as customer support, engineering, and dispatch teams.
Assisted in training new hires on company policies, safety procedures, and technical skills required for a Cable Lineman role.
Ensured safety compliance by adhering to industry standards and regulations during all installations and repairs.
Improved workflow by consistently organizing equipment and materials needed for daily tasks.
Optimized cable performance by performing signal testing, fault location identification, and signal leakage detection tasks.
Minimized client disruptions during installation or repair services by utilizing effective time management skills and completing tasks efficiently.
Continuously updated technical knowledge by attending industry conferences, workshops, and training programs to stay current with the latest advancements in cable technology.
Reduced downtime for customers by quickly diagnosing and repairing damaged or malfunctioning cables.
Developed strong relationships with clients through clear communication and exceptional service delivery.
Increased efficiency with proper cable splicing, termination, and installation techniques.
Demonstrated proficiency in using various lineman tools including hand tools, power tools, bucket trucks, aerial lifts, climbing gear.
Assisted in emergency response efforts during natural disasters or severe weather events requiring immediate repair or replacement of damaged cable lines.
Adapted to changing work environments and schedules, including weekends, holidays, and after-hours shifts as needed to meet client demands.
Installed data and telephone cable lines between outside underground or pole lines and residential and commercial buildings.
Operated equipment, vehicles, and tools with optimal safety procedures to prevent injuries.
Tested cables using tools such as volt-OHM meters, spectrum analyzers, and signal level meters.
Developed and implemented plans for installation of new networks and cabling systems.
Collaborated with other workers and customers to resolve issues of deficient communications connections.
Provided training on use, troubleshooting, and calibration of equipment.
Troubleshot cable, underground junction boxes and conduit by utilizing specialized equipment and devices.
Identified and reported equipment malfunctions, defective parts and materials to appropriate supervisor.
Read blueprints and schematics to correctly place equipment.
Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
Coordinated installation of new users and relocations of existing users.

Lead Technician/Project Manager

Advanced Cable Concepts

01.1997 - 10.1999

Planned, scheduled, and delegated daily work to team of employees.
Recognized as a top performer among peers due to outstanding productivity levels and commitment to excellence.
Conducted quality inspections of completed work, ensuring compliance with established standards and specifications.
Performed troubleshooting and diagnosis on malfunctioning equipment.
Monitored and enforced safety measures to mitigate hazards.
Managed team performance by training, mentoring, disciplining, and motivating employees.
Adhered to established policies and standards to safely complete projects.
Established strong relationships with clients by consistently providing high-quality service and addressing concerns promptly.
Mentored junior technicians, fostering a collaborative work environment that encouraged skill development and knowledge sharing.
Worked with diverse types of weather and ground conditions.
Planned, designed, and scheduled phases for large projects.
Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.

Network Cable Installer

Cabling Concepts

04.1992 - 12.1996

Installed and maintained data and voice circuits through routers, switches and WAN devices.
Adhered to safety regulations throughout all aspects of the job, protecting both personnel and property from potential harm during installations or repairs.
Minimized downtime during cable installations by coordinating schedules with clients and completing work within designated timeframes.
Maintained a high level of professionalism while interacting with clients, addressing their concerns promptly and effectively.
Reduced project costs by accurately estimating materials needed for each job and minimizing waste during installation processes.
Continuously expanded knowledge of industry standards and regulations, ensuring compliance in all projects completed.
Installed data and telephone cable lines between outside underground or pole lines and residential and commercial buildings.
Operated equipment, vehicles, and tools with optimal safety procedures to prevent injuries.
Tested cables using tools such as volt-OHM meters, spectrum analyzers, and signal level meters.
Coordinated with customers to meet needs and requirements swiftly and to high standards.

Ice Rink Assistant Manager/Zamboni Operator

Winterhurst Ice Rink

07.1985 - 03.1992

Supervised day-to-day operations to meet performance, quality and service expectations.
Maintained a clean, safe, and organized store environment to enhance the customer experience.
Developed strong working relationships with staff, fostering a positive work environment.
Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Improved customer satisfaction by addressing and resolving complaints promptly.
Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Generated repeat business through exceptional customer service.
Collaborated with the management team to develop strategic plans for business growth and improvement.
Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
Handled emergency situations calmly and efficiently, coordinating with other team members as needed.
Collaborated with facility staff to maintain optimal ice conditions during peak hours and special events.
Adhered to industry standards for safe Zamboni operation while maintaining awareness of nearby patrons during resurfacing tasks.
Provided exceptional customer service by answering patron questions about the ice rink or Zamboni operation when necessary.
Contributed to a positive customer experience by providing smooth, clean ice surfaces for skaters and events.
Reduced downtime for ice rinks by performing timely equipment maintenance and repairs on Zamboni machines.
Assisted in training new Zamboni operators, sharing best practices for safe operation and effective ice resurfacing techniques.
Assisted in maintaining a clean and organized facility around the ice rink, contributing to a safe and inviting environment for patrons.
Promoted a culture of safety and professionalism by following established guidelines for Zamboni operation and maintenance.
Enhanced ice quality by operating Zamboni machine efficiently and maintaining consistent ice resurfacing patterns.
Maintained accurate records of machine maintenance, repairs, and usage to ensure proper upkeep of equipment.
Increased operational efficiency by conducting regular inspections of Zamboni equipment and identifying necessary maintenance needs.
Operated auxiliary equipment such as edgers and snow blowers to provide comprehensive ice maintenance services.
Worked closely with management to identify areas needing improvement within the facility''s overall maintenance program.
Ensured safety of patrons by adhering to proper procedures during ice resurfacing tasks.
Managed inventory levels of fuel, oils, filters, and other supplies required for Zamboni operation.
Supported event setup and takedown processes, ensuring timely completion of tasks and minimal disruption to facility operations.
Operated Zamboni machines during special events such as ice shows or hockey games, ensuring optimal ice conditions for performers or athletes.
Utilized various hand tools and power tools to complete paving and tamping operations.
Coordinated with other personnel to complete jobs on time and within specifications.