Peter Rouzic
Geneseo,NY
Overview
26
26
years of professional experience
Work History
NFS Representative 3.5
Spectrum
Rochester, NY
10.2024 - Current
- Transferred to the Rochester NFS after a company realignment to continue my 15 year tenure with the company.
- Entrusted as a mentor for routing personnel within the Great Lakes Region.
- Strive daily to increase customer satisfaction by addressing and resolving ETD complaints or inquiries in a timely manner.
- Continually work to offer best practice suggestions when it comes to how FSM routes work to maximize customer satisfaction and OTA.
- Constantly communicate with field leadership and service techs pertaining to statusing, over runs, jeopardies and scheduling concerns all the while keeping a professional rapport.
- Volunteered to assist with any daily reports or projects leadership may need to have completed.
RSC Representative 3.5
Spectrum
Morrisville, NC
08.2016 - 10.2024
- Earned an Exceeds Expectations rating my 1st year within the RSC, and again in 2023 making it 5 times since 2013
- Trusted to assist in the building and implementation of the WNC Playbook after the Charlotte, NC RSC closed, and all functions were moved to Morrisville, NC
- Transitioned to the newly formed Early AM Team with an initial 1am start time. This enabled the team to communicate any issues to the RSC, Field and Business Partner Leadership.
- Adapted to all Early AM process changes and start times over the last 8 years.
- Trusted by peers, RSC and Field Management to assist with routing and procedural issues or requests.
- Trusted agent with tools within FSM to auto route or mock route work pools to gauge the needed field assets or shifting of the same in any work zone or Management Areas of the region.
Customer Service Representative 3
Time Warner Cable (Spectrum)
Morrisville, NC
01.2010 - 01.2016
- Provide customer sales and support for the internet, digital phone, and cable tv services
- Educate customers on all self-help options by utilizing TWC apps and informational channels
- Deliver quality customer service to all incoming calls that are not able to be handled by the IVR system
- Perform necessary functions for new and prospective customers, including scheduling of installations, upgrading, downgrading and transfer of services
- Answer general information inquiries for customers on rates, programming, and billing questions
- Entering of account information in ICOMS/AAD, providing information on service availabilities, and providing general information on all products
- Review billing statements with customers and provide technical support for customers with service issues and concerns
- Achievements
- Promoted CSR 3 through Career Progression
- In the last 4 performance reviews I earned an “Exceeds Expectations” evaluation
- New Hire Trainee Mentor through classroom assistance to trainers, on the floor through chat services, side jacking and floor walker before/while in nesting
- Chosen to assist ERT with back-office projects including the processing and follow up of mail received from customers and TNI for the processing of DTA and MAXX modem shipments
- Won an all-expenses paid trip to run through the Warehouse Wonderland in Minneapolis, Minnesota after a customer service sales drive competition
Door To Door Promotions/Sales
Secure-Watch ADT
Raleigh, NC
01.2009 - 01.2010
- Promoted and sold ADT security systems to areas and neighborhoods affected by break-ins, burglaries, fires and other residential crimes
- Followed up with customers to ensure satisfactory installation and service
- Promoted to team lead for consistent high sales numbers
- Provided new team member support and coaching
Security Officer
Mohegan Sun at Pocono Downs
Wilkes-Barre, PA
01.2007 - 01.2009
- Oversaw monetary transfers from the bank to the gaming floor and vice versa
- Provided additional security for casino ATM fills
- Completed jumpsuit inspections for exiting count room team members
- Escorted jackpot winners from the casino for additional security
- Delivered exceptional customer service to all patrons of the casino and Pocono Downs Racetrack
- Monitored premises to ensure safety and security of guests and staff.
Financial Services/Customer Service/Sales/Technical Support
RCN Telecom
Wilkes-Barre, PA
01.2001 - 01.2007
- Received incoming calls from existing and potential customers from some of the most densely populated areas of Massachusetts, Pennsylvania, Washington DC, Illinois, New York and New Jersey
- Discussed billing, payment arrangements, and payments options
- Investigated service or technical issues, utilizing all troubleshooting resources
- Won an all-expense paid trip to the US Virgin Islands for outstanding customer service and sales numbers
Corrections Officer Trainee
State Correctional Institution at Dallas
Dallas, PA
01.2000 - 01.2001
- Oversaw incarcerated persons while in the housing unit, and movements to and from
- Performed counts to account for all inmates in the housing unit assigned
- Conducted internal and external foot and mobile perimeter patrols checking for any issues with fencing
- Provided officer presence which discouraged inmate on inmate assaults and escape attempts
- Monitored inmate behavior to ensure safety and compliance with institutional regulations.
- Conducted routine inspections of facilities, identifying potential security risks and addressing them promptly.
Education
Criminal Justice
Community College of The United States Air Force, Maxwell Air Force Base, Gunther Annex
Montgomery, ALHigh School Diploma -
Bergen County Vocational & Technical High School
Hackensack, NJSkills
- CUSTOMER SERVICE
- PROBLEM SOLVING
- STRONG COMMUNICATION & INTERPERSONAL SKILLS
- LEADERSHIP
- OFFICE SKILLS (MS OFFICE)
- SELF-MOTIVATED
- RELIABLE UNDER PRESSURE (COMFORTABLE MULTI-TASKING)
- STRONG ORGANIZATIONAL SKILLS
- MENTOR
- CONFIDENT
Timeline
NFS Representative 3.5
Spectrum
10.2024 - Current
RSC Representative 3.5
Spectrum
08.2016 - 10.2024
Customer Service Representative 3
Time Warner Cable (Spectrum)
01.2010 - 01.2016
Door To Door Promotions/Sales
Secure-Watch ADT
01.2009 - 01.2010
Security Officer
Mohegan Sun at Pocono Downs
01.2007 - 01.2009
Financial Services/Customer Service/Sales/Technical Support
RCN Telecom
01.2001 - 01.2007
Corrections Officer Trainee
State Correctional Institution at Dallas
01.2000 - 01.2001
Criminal Justice
Community College of The United States Air Force, Maxwell Air Force Base, Gunther Annex
High School Diploma -
Bergen County Vocational & Technical High School