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Gregory Magnus - Resume
- 1. Gregory Magnus 6617 Wateroak Dr. Willow Spring NC 27592 919-264-1150 (mobile) email: gregmagnus@hotmail.com https://www.linkedin.com/in/greg-magnus Summary A dedicated and hardworking operations professional with broad-based experience encompassing operations, customer service, and team leadership and development. Leverages practical experience with exceptional communication skills, working well with a wide variety of business contacts and empowering team members to reach goals. An efficient problem-solver who identifies priorities and manages multiple projects simultaneously, while demonstrating an ability to achieve maximum effectiveness while maintaining high standards. Professional Experience Customer Service Professional II Underwriters Laboratories March 2008 – February 2016 (7 years 11 months) RTP, North Carolina Received inquiries from customers from various sources (phone and email), answers questions and/or resolves individual problems. Helped Coordinate & develop customer relationships by handling customer inquiries on such topics as MyHome, invoicing, labeling and inspection issues. Prioritized customer needs, determines any special requirements, and obtain required information and samples to open the projects. Entered new or updated information into database using the Customer Relationship Management (CRM) system. Collected customer product information, identified the industry that will perform work, and communicates project completion time commitments. Provided support for over 8,000 non-technical customer requests, including questions/issues such as billing inquiries, service requests and general UL information. Measured and monitored customer satisfaction through hundreds of customer satisfaction reviews, follows up on concerns, informs customer of the certification, and closed the project. Actively participated in team meetings and trainings to continuously improve and drive quality into UL’s service to the customer. Performs other duties as required and ensured smooth communication between customers and UL departments. Network Operations Specialist Time Warner Cable Inc. March 2004 - January 2007 (2 years 10 months) • Morrisville, North Carolina Responsible for coordinating service call work orders involving customer reception problems, system outages, system maintenance, non-responders; and, schedule maintenance. Maintained knowledge of service and installation work orders and service area street and city locations, management areas; and ability to route, reassign and change work areas of technicians if necessary to handle work load and distribution. Ability to verbally communicate instructions to field personnel technicians in a clear and concise manner. Maintain communications with field personnel and managers utilizing radio, telephone, pagers, and other forms of communications.
- 2. Coordinates new install work orders, reconnects/disconnects, upgrades/downgrades, special request orders; underground cable locates; address inquiries; house maintenance files; bury drops; and, contractor field problems. Schedules maintenance and is responsible for all address inquiries, data base maintenance and entering new addresses for the Central District. Routes and dispatch technical field personnel via radio or telephone for customer services; resolve work orders and follow-up. Contact customers on pre-call basis, as required for service technician or installer. Accurately answer all basic customer questions, resolve repairs by phone and/or refer customer to appropriate department if non-technical problem. Ensure work is completed to the satisfaction of the customer. . Follow through internally on all unresolved customer problems until the procedure for resolution is assured. Coordinate scheduled service calls and installs with other departments, communicating and interfacing with CSR’s, call center, sales and collections. Maintain daily outage logs and prepare monthly outage reports. Coordinate with CSR contact to obtain outage information. Perform converter reauthorizations and exchanges, handle movement of converters for technicians, and maintain logs of all movement. Prepare daily technician status report. Maintain daily disconnect logs and reports monthly. Monitor and prepare monthly report for underground and aerial drop replacement and current bury drop information. Prepare reports for installation activity to include cable and data installs, downgrades, upgrades, disconnects, non-pays, and quality assurance and locate activity. Chef The Pointe @ Glennwood April 2003 - March 2004 (11 months) • Raleigh, North Carolina Line chef responsible for preparation of food orders in a restaurant. Maintain a clean work area, prep-food line for next day’s operation Dispatcher/ Admin. assistant Echostar Communications Corporation August 2001 - September 2002 (1 years 1 months) • Raleigh, NC Coordinate between customers and technicians to facilitate the installation of satellite TV. Including pre- calling, post calling, routing up to 21 vans on a daily basis. Handling multiple in-bound phone calls, data entry on a daily Excel spread sheet. As well as handling customer disputes and escalated issues pertaining to their service. Education Manchester Township H.S. Earned High school diploma while taking college preparation classes Skills Management (6 years) Microsoft Outlook (20 years) Microsoft Suite (20 years) Web Based Applications (20 years) DMS (8 years) Lotus Notes (14 years) Oracle (14 years)