Terrence Ruffen
Dixon,CA
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
8
8
years of professional experience
Work History
Customer Experience Specialist
Comcast
03.2022 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations to maximize revenue customer satisfaction.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Led California to its best tNPS month, quarter and year for 2023.
Technical Operations Supervisor
Comcast / Xfinity
07.2019 - 03.2022
- Runs monthly technical operations reports, analyze data, and recommend changes to improve operational metrics related to the customer experience
- Presents monthly operational performance success and strategy to Upper Management
- Improving customer experience as measured by efficiency, quality, and overall customer experience metrics
- Implements standard safety training and maintains daily safety inspection issues
- Leads a team of 8 – 15 Technicians each in day-to-day tasks and operations
- Coordinates all vehicle assignments, maintenance, and inspections
- Ensures systems and staff can respond to the demands of modern technology deployment through demonstrative methods.
Customer Device Optimization Supervisor
Comcast / Xfinity
11.2015 - 07.2019
- Proactively resolves customer equipment issues to improve overall customer service expectations
- Completes trouble tickets generated after Self Installs that require a technician to address the premise
- Monitors Potential service calls that could require an initiative-taking visit or fix over the phone
- Monitoring tap to CPE finding those bigger issues that cause pain points and higher customer effort levels.
Education
MBA - Project Management
California State University - Chico
Chico, CA06.2023
Bachelor of Science - Technical Management / Business Intelligence & Analytics Management
California State University - Chico
Chico, CA01.2021
Six Sigma Black Belt -
Management & Strategy Institute
01.2015
Skills
- Client Advocacy
- Trend Monitoring
- Request Management
- Promotional Support
- Call Documentation
- Account Management
- Customer Service
- Product Education
Professional Accomplishments
- 2014 Directors Club Participant (Customer Account Executive)
- 2017 Leadership Education and Advancement Program Graduate
- 2018 Pre-Call Award - Most Truck Rolls Prevented
- 2021 Q1, Q3 Top Performing Team Solano
- 2022 Q1, Q2, Q3, Q4 Top Performing Team Solano
Timeline
Customer Experience Specialist
Comcast
03.2022 - Current
Technical Operations Supervisor
Comcast / Xfinity
07.2019 - 03.2022
Customer Device Optimization Supervisor
Comcast / Xfinity
11.2015 - 07.2019
MBA - Project Management
California State University - Chico
Bachelor of Science - Technical Management / Business Intelligence & Analytics Management
California State University - Chico
Six Sigma Black Belt -
Management & Strategy Institute
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