Mo Robinson Jr
Florissant,Mo
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
11
years of professional experience
Work History
Supervisor, Day of Job
Town and Country
02.2015 - 11.2019
- Provide guidance with order processing questions/issues and service complaints, answer questions regarding telephone services, technical troubleshooting, repair, dispatch and products
- Provide guidance with daily activities for LNP port in, port out and directory listing, and ensure performance objectives are achieved
- Provide guidance with telephone and internet installation and repair questions and issues
- Conduct monthly development sessions with individual team members to coach and develop service excellence
- Generate reports for management as required
- Interface with other departments through written and verbal communications to handle switch provisioning issues, network element provisioning issues and network issues; research customer complaints and provide feedback to requesting party
- Handle customer escalations per established policies, procedures and guidelines
- Hire, evaluate, coach and provide performance feedback and action plans for staff.
Supervisor, Telephone and Internet Repair
Bridgeton
06.2012 - 02.2016
- Monitor trouble ticket performance metrics including call handling performance metrics, resolution rates
- Supervise daily activities of telephone Trouble Ticket Representatives; coordinate work schedules and trouble ticketing activities; set trouble management performance objectives
- Generate reports for management as required
- Handle customer escalations per established policies, procedures and guidelines
- Hire, evaluate, coach, and provide performance feedback and action plans for staff
- Coordinate resolution of trouble tickets with other departments including Dispatch on service calls; support resolution of network-initiated trouble reports with NOC/NSOC personnel and network engineers
- Perform other duties as requested by supervisor.
Telephone Trouble Ticket Specialist Lead
Charter Communication
St. Louis
09.2011 - 06.2012
- Perform highly complex troubleshooting of telephone customer care issues
- Assist with any training to ensure that departmental standards regarding courtesy and productivity is maintained
- Generate reports for management as needed
- Coordinates resolutions of trouble tickets with other departments
- Interfaces through written and oral communications with other departments
- Responsible for resolution and follow-up of escalated telephone customer services calls, as necessary.
Telephone Trouble Ticket Spec II
Charter Communication
St. Louis
02.2011 - 09.2011
- Provide advanced problem diagnosis, resolution and follow-up for inbound telephone customer reported issues
- Perform highly complex troubleshooting of telephone customer care issues (e.g
- Provisioning issues, switch related
- Mentor, demonstrate and coach other Specialists on technical issues as required to solve issues of moderate or advanced difficulty
- May create job aids to assist less experienced specialists
- Disposition trouble tickets (e.g., assigning or reassigning as critical, major outage, minor outage, etc.) including working with field techs in a dispatch capacity when needed
- Works with NOC to initiate resolution of area wide telephone outages and maintain a status for the department
- Initiate and implement appropriate changes within the telephone switch, as necessary including troubleshooting of advanced provisioning issues
- Evaluate work orders to ensure that all resolutions are taken to avoid trouble calls and related follow up education with specialists.
Telephone Trouble Ticket Spec I
Charter Communication
St. Louis
07.2008 - 02.2011
- Performed highly complex trouble shooting of telephone customer care issue (Provisioning and related switch issues and network related issues)
- Provide advance problem diagnostics, resolution and follow-up for inbound telephone customer reported issues
- Monitor reports of unusual switch, provisioning, and network activity; identify abnormal trends and troubleshoot
- Communicate abnormal trends and escalate to supervisor, as necessary
- Coordinate resolution of trouble tickets with other departments
- Assign to Technician cue by supervisor while continuing accepting customer calls.
Manager, Enterprise Order Fulfillment
Ballwin
02.2021
- Interface with other departments through written and verbal communications to handle order discrepancies between Salesforce and Biller
- Provide guidance to a team that handle Billing Code errors; provisioning issues and research customer complaints and provide feedback to requesting party
- Handle customer escalations per established policies, procedures, and guidelines
- Conduct monthly development sessions with individual team members Hire, evaluate, and provide performance feedback and action plans to specialist to and develop service excellence
- Lead special projects and generate reports for Sr
- Leadership as required.
Supervisor, Billing Assurance
Maryland Height
02.2019
- Produce and review reconciliation exception reports and related reports; review logic and recommend any enhancements
- Communicate issues with appropriate entities such as customer, sales team and operating units, interfacing with all levels of the organization and outside parties as necessary
- Address resolution of customer exceptions; review and revise the processes for management; provide feedback on existing reports and databases and provide assessments or recommendations as requested
- Recommend billing system/order entry enhancements to reduce errors
- Perform other duties as requested by Manager and Sr
- Leadership
- Address resolution of customer exceptions; review and revise the processes for management; provide feedback on existing reports and databases and provide assessments or recommendations as requested
- Conduct monthly development sessions with individual team members, evaluate, and provide performance feedback and action plans to specialist to and develop service excellence.
Education
Secondary Education/Social Science
Harris Stowe State University
01.2007
Skills
- Microsoft Office
- Aspect
- Advance Troubleshooting
- Analyzing and problem-solving skills
- Salesforce
- DOCSIS Reporting, Utilization, and Measurement (DRUM)
- ICOMS billing systems
- ACSR billing systems
- Contra
- Tableau software
- Cedar Point Safari View
- Aurora Ceon Modem Provision
- Order Service Management (OSM)
- Scope
- RIO
- Istonish
- TWC Device Delete
- Jira Service Management
- Communication skills
- Port Ps
- Lidb/CNAM
- Sigma Provisioning
- Neustar
- Hammer
- RTS Remote Testing System
- BMC
- IPMT
- Avaya CMS Supervisor (Center view)
- Meta Switch
- NextGen
- OMSe
- OSM
Affiliations
Member of Kappa Alpha Psi Fraternity Incorporated
Activities
- American Red Cross Volunteer
- Herbert Hoover Boys and Girls Club volunteer
Timeline
Manager, Enterprise Order Fulfillment
02.2021
Supervisor, Billing Assurance
02.2019
Supervisor, Day of Job
02.2015 - 11.2019
Supervisor, Telephone and Internet Repair
06.2012 - 02.2016
Telephone Trouble Ticket Specialist Lead
Charter Communication
09.2011 - 06.2012
Telephone Trouble Ticket Spec II
Charter Communication
02.2011 - 09.2011
Telephone Trouble Ticket Spec I
Charter Communication
07.2008 - 02.2011
Secondary Education/Social Science
Harris Stowe State University