Victor Eugene Chatman
Austin,TX
Summary
Thorough Customer Retention Specialist with five years of experience working in Cable/Internet industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
35
35
years of professional experience
Work History
Retention Specialist
Charter Spectrum
01.2019 - 04.2024
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Built constructive customer relationships to improve loyalty and recommendations.
- Analyzed customer behavior and data to identify trends and develop customer retention strategies.
- Evaluated current customer retention strategies and recommended improvements.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Developed and implemented onboarding and orientation programs for new employees.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
O365 IT technician
Harte Hanks/Microsoft
10.2016 - 01.2019
- The O365 technical support team troubleshoots only those issues that are related to Office 365
- Issues that originate in customer networks fall outside of the Office 365 support boundaries, and in these cases, customers must either work with their networking team or the engage the Microsoft Networking team for assistance
- Troubleshoot and provide technical guidance for customer issues and escalations
- Gather and validate information related to specific service requests
- Provide issue coordination and resolution management
- Maintain communication with the administrators to help ensure that issues are addressed on an ongoing basis
- Provide assistance with licensing, invoicing, and subscription inquiries
- Provide assistance with purchasing and trial inquiries
- Continually gather customer feedback on how to improve the service through surveys
Quality Accounts Inspector
iNDEED, INC
03.2016 - 10.2016
- Investigating fraudulent accounts and identifying questionable postings
- As an ideal candidate, I am driven, intelligent, and detail-oriented
- I take pride in both finding problems and identifying their solutions
- This role involves paying attention to details that people other than you would often overlook
- Fraud experience
- Internet savvy
- Efficient, fast learner
- Very Detail Oriented
- Passionate about digging into a problem and figuring it out
- Must have excellent verbal, written and interpersonal skills
- Adept at time management
- Self-motivated
- Able to identify trends and potential red flags
- Excellent communication skills
- Constantly driven to improve your area of responsibility
- Analyze user postings and identify scams, spam, and other low-quality content and decide how to handle these issues
- Moderate the quality of accounts by effectively recognizing problematic patterns and 'red flags'
Maintenance Supervisor
ARYZTA, LLC
04.2008 - 09.2015
- Manage the daily workings of manufacturing plant equipment for the production of food product
- Create schedules for 12-15 mechanics using ADP system
- Create PMS schedule for the upkeep of plant equipment
- Coordinate outside contractors in projects for betterment of the building upkeep and improvements for contracts in excess of 100k
Dredging Team Supervisor
ROTECH SUBSEA, LLC
05.2006 - 04.2008
- Manage dredging team of 4 in offshore locations in setting pipeline and search contracts
- Maintain upkeep of equipment for continuous 6 week operation
- Coordinate with client on project changes and daily reports of progress
- Enforce disciplinary actions for workers not acting in accordance to company policies
Machinist Mate (Auxiliary)
US NAVY
06.1996 - 03.2006
- Maintaining submarine auxiliary systems aboard the USS Michigan
- Auxiliary Equipment Managers manage auxiliary division operations, maintenance, and training of hydraulic power plants and hydraulic system components, emergency diesel engines, compressed gas systems (such as air, oxygen, hydrogen, and nitrogen), sanitation systems, seawater systems, freshwater systems, oxygen-generating equipment, atmosphere control equipment, and submarine salvage equipment such as watertight hatches and doors
- They also train, mentor, and supervise the operations and maintenance performed by Auxiliary Equipment Technicians and Operators
- Performing senior watch standing underway as Chief of the Watch
- As Damage Control Supervisor, maintained all damage control equipment that is essential for fighting casualties during underway and in port periods, including fires and flooding
- As a Quality Assurance Inspector, wrote, performed and audited Sub safe maintenance on essential submarine systems
Air Craft Crew Chief
US AIR FORCE
07.1989 - 04.1992
- Troubleshoots and maintains aircraft structures, systems, components, and SE
- Tests repaired components using mockups and test equipment
- Adjusts, aligns, rigs, and calibrates aircraft systems
- Performs engine run-up
- Accomplishes weight and balance functions
- Jacks, tows, and services aircraft
- Inspects aircraft structures, systems, components, and SE
- Supervises and performs aircraft and component inspections
- Interprets inspection findings and determines adequacy of corrective actions
- Inspects and checks components for clearances, tolerances, proper installation, and operation
- Inspects and operates powered and nonpowered aerospace ground equipment
- Inspects and identifies aircraft corrosion for prevention and correction
- Reviews maintenance forms, aircraft records, and reports to ensure complete documentation
- Inventories and maintains alternate mission equipment
- Coordinates maintenance plans to meet operational commitments
- Supervises and assists in launching and recovering aircraft
- Reviews maintenance data collection summaries to determine trends and production effectiveness
- Performs crash recovery duties
- Performs staff and supervisory management functions
Education
Associate of Arts - IT Network Security
DeVry University
Austin, Texas07.2016
New Horizons Computer Learning Center
Austin, Texas11.2015
Technical or Occupational Certificate - Essentials of Leadership
Austin Community College
Austin, Texas05.2015
Technical or Occupational Certificate - Tactical Air Force Maintenance Specialist
Community College of the Air Force
Myrtle Beach, South Carolina04.1992
Skills
- Personnel conflict management
- Customer retention strategies
- Documentation skills
- Customer relations
- Documentation
- Trend tracking
- Data review
- Persuasion strategies
- Persuasion techniques
- Offer development
- Upselling and cross selling
- Performance evaluation
Affiliations
American Legion, Member
Custom
- 5 Sigma Training
- CompTIA Network+
- NSAP-220:20412 Configuring Advanced Windows Server 2012
- 20410 Installing and Configuring Windows Server 2012
Timeline
Retention Specialist
Charter Spectrum
01.2019 - 04.2024
O365 IT technician
Harte Hanks/Microsoft
10.2016 - 01.2019
Quality Accounts Inspector
iNDEED, INC
03.2016 - 10.2016
Maintenance Supervisor
ARYZTA, LLC
04.2008 - 09.2015
Dredging Team Supervisor
ROTECH SUBSEA, LLC
05.2006 - 04.2008
Machinist Mate (Auxiliary)
US NAVY
06.1996 - 03.2006
Air Craft Crew Chief
US AIR FORCE
07.1989 - 04.1992
Technical or Occupational Certificate - Essentials of Leadership
Austin Community College
Technical or Occupational Certificate - Tactical Air Force Maintenance Specialist
Community College of the Air Force
Associate of Arts - IT Network Security
DeVry University
New Horizons Computer Learning Center
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