MICHAEL BAXTER JR
Clinton Township,MI
Summary
26 + years of experience in the telecommunications industry with a strong focus on leadership, employee development and process improvement. Passionate about building cross-functional relationships. 22+ years of managing a team of technical operations business partners.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Installer/Service Technician
Comcast
04.1997 - 03.2000
- Install, Disconnect, & Upgrade services in customer’s home
- Troubleshoot and resolve any service-related issue
- Communicate with customers in a professional manner
- Clean and maintain tools, test equipment, and motor vehicle
- Measured television signal strength at utility pole
Sr. Rep 3 Field Operations
Comcast
04.2000 - 03.2022
- Troubleshoot, problem solve products and services installed by Contractors
- Conduct daily QC checks on technician’s post install
- Provide feedback to supervisors, managers for coaching opportunities
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Process customer & corporate escalations
- Process tickets in ER Database – property damages, drop issues, customer escalations
- PRP Nodes- Monitor nodes with lowest score and get all issues resolved
- Daily/Monthly Leakage Report for Detroit & Port Huron
- Facilitate weekly meetings with business partners to discuss current field performance/issues
- Evaluated staff performance and provided coaching to address inefficiencies.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
Comcast, Installer/Service Technician
Comcast
03.2022 - Current
- Install, Disconnect, & Upgrade services in customer’s home
- Troubleshoot and resolve any service-related issue
- Communicate with customers in a professional manner
- Clean and maintain tools, test equipment, and motor vehicle
- Measured television signal strength at utility pole
Education
High School Diploma -
Crockett Technical High School
Detroit, MI06.1996
Skills
- Skills Profile
- Project Management/ Analyst
- Corporate Escalations
- ER Data Base, Einstein, Customer Timeline & Trust Quality Interactions
- Proficient in Microsoft Office
- Team Leadership
- Problem Solving
- Service Quality Improvement
- Equipment Inspection
- Expertise in Installations
- Professional and Courteous
- Project Management
Affiliations
Employee Resource Groups
Women's Network
YPN
Ben
Certification
Becoming a Leader and Establishing Credibility
Problem Solving
Working Effectively in Teams
Task and Time Management
Timeline
Comcast, Installer/Service Technician
Comcast
03.2022 - Current
Sr. Rep 3 Field Operations
Comcast
04.2000 - 03.2022
Installer/Service Technician
Comcast
04.1997 - 03.2000
High School Diploma -
Crockett Technical High School
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