Robert Frazier
Minneapolis,MN
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
26
26
years of professional experience
Work History
Sr. Business Technician
Comcast
06.2016 - Current
- Installing, repairing and Implementing qualities to ensure consistent delivery of top-notch products and services to our customers
- Assist & educate business customers with resolving issue's with networking & wiring
- led multiple Hospitality projects overseeing 2-5 technicians installing new lines of Business service's
- Provide coaching and mentoring to technicians that are new to our advanced products.
Interim Residential Supervisor
Comcast Cable
02.2023 - 04.2023
- Assisting techs with their day-to-day job duties and provide daily coaching and feedback when necessary
- Monitor performance levels and team member activities, administer all company policies; take appropriate action as necessary supporting an employee and customer-centric organization
- Following up with on the job in-person evaluations and Month Safety topics
- Focus on each Tech’s progression movement and metrics to make sure they are moving in a positive direction and give them positive feedback on how to get there
- Follow-up with Escalation tickets and call back our customers to get any issues resolved in a timely manner
Service Technician
Comcast Cable
07.2003 - 06.2016
- Install and configure residential modems and television services
- Clearly explain all services and equipment operation to customers
- Completed all necessary paperwork and documentation in a timely and accurate manner
- Lead multiple Back to school projects by overseeing 3-7 techs. Installing new line of services, performing an audit replacing missing equipment in positive and productive work environment.
Dispatcher
01.2002 - 07.2003
- Assisted in managing the technicians' routes by performing hourly assessment of their progress and updated supervisors if set procedures were not being followed
- Worked with technicians performing maintenance to activate, change statuses and closed tickets as needed
- Accurately recorded outages, impairments, planned and unplanned system maintenance by entering the data into the computer system and producing reports as needed
Service Technician
Time Warner Cable
11.2000 - 01.2002
- Adhered to safety protocols and policies to reduce workplace hazards
- Explained diagnostic findings to customers and outlined repair or service options
- Install and configure networking systems and components such as cable modems and Television Service's
Customer Service Rep
Paragon Cable
09.1998 - 11.2000
- Appropriately, efficiently, and professionally handled customer requests by phone, including installment of cable service, customer data change, credits, payments, and billing questions
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
High School Diploma -
North Community High School
06.1996
Skills
- Leadership
- Mentoring
- Efficiency improvement
- Multi-tasking
- Communication
- Troubleshooting skills
- Billing
- Customer service
Accomplishments
As an Intrim supervisor for a few months, I was able to gain the respect of that team in a short period of time. The team metrics actually got better, earning me top TNPS supervisor team in my FFO. Also, I had a technician who has not progressed in over 97 months due to his productivity and efficiency metric's, I was able to hit over 70% for the first time in several years.
I also was nominated to participate and complete Accelerated Leadership Program. That program gave you the training and guidance in area's of leadership, coaching, people management.
Timeline
Interim Residential Supervisor
Comcast Cable
02.2023 - 04.2023
Sr. Business Technician
Comcast
06.2016 - Current
Service Technician
Comcast Cable
07.2003 - 06.2016
Dispatcher
01.2002 - 07.2003
Service Technician
Time Warner Cable
11.2000 - 01.2002
Customer Service Rep
Paragon Cable
09.1998 - 11.2000
High School Diploma -
North Community High School
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