Summary
Overview
Work History
Education
Skills
Timeline
SalesAssociate
Nick Casella

Nick Casella

Regional Support Center, RSC III
Palmyra,NY

Summary

I have dedicated my professional career to the telecommunication industry, spending 15 years in different roles, gaining knowledge and expertise. My work ethic and understanding of our industry ensures that I will be a sensible choice for this role. Receiving a quarterly recognition award in 2021, my leadership was more than impressed with my performance. I am not a 'run of the mill' RSC rep, my diverse background and problem solving, set me apart from my peers. I am poised to apply my skills to this position and I am certain that our customers as well as the company would benefit from my enthusiasm.


Overview

18
18
years of professional experience

Work History

RSC III Outage Callback

Charter Spectrum
Rochester, NY
08.2018 - Current
  • I was selected, by leadership, with three others to start the first RSC Outage team in the Northeast when ATS was phased out by Charter. Once we established best practices and procedure, the remainder of ATS was absorbed into the Outage team we stood up.
  • Work closely with field supervisors across the Northeast to escalate multi customer issues to the national NOC for mitigation.
  • Working closely with other RSC teams, we free up much needed quota to help them meet customer needs as well as RSC SLAs.
  • Highly skilled, myself and my team work with near zero supervisory direction, even acclimating and educating our new supervisor that came on board from another role.

RSC ATS

Charter Spectrum
Rochester, NY
01.2017 - 08.2018
  • Solved complex problems that were beyond the level of troubleshooting of tech dispatch. The buck stopped with ATS, there was no escalation past us.
  • Worked in partnership with field technicians to diagnose and troubleshoot any issue they could not resolve. As well as escalate and address customer issues when a multiple customer event was happening, including opening REMEDY tickets for the NOC to investigate.
  • Collaborated with business technicians to script static IP addresses to modems/routers to customer specifications

Field Technician

Time Warner Cable/Charter Spectrum
Geneva, NY
05.2007 - 01.2017
  • Regularly achieved top numbers among my peers and was consistently paid out by the bonus structure, designed to only reward top performers.
  • Established a wide range of skills associated with customer service in a face to face role. Always maintained a high customer satisfaction rating.

Building Materials Delivery

Conking And Calabrese
Fairport, NY
07.2004 - 05.2007
  • Delivered building Materials with heavy equipment to construction sites. I was operating heavy boom trucks, responsibly, at a young age.
  • Safely operated forklifts in our warehouse as well, loading trucks and customer vehicles.

Education

High School Diploma -

Palmyra-Macedon Senior High School
Palmyra, NY
09.2001 - 06.2005

Skills

Training and mentoring

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Timeline

RSC III Outage Callback

Charter Spectrum
08.2018 - Current

RSC ATS

Charter Spectrum
01.2017 - 08.2018

Field Technician

Time Warner Cable/Charter Spectrum
05.2007 - 01.2017

Building Materials Delivery

Conking And Calabrese
07.2004 - 05.2007

High School Diploma -

Palmyra-Macedon Senior High School
09.2001 - 06.2005

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Nick Casella Regional Support Center, RSC III