STU. STEPHENS
World-Class Creative Actor
Over ten years’ experience of world-class customer service with a proven record of being able to plan and oversee projects from conception to successful completion is the background I’d bring to your outstanding team.
While working in the Communication Operations Department at Comcast Cable as a Field Traffic Specialist, I resolved internal and external escalations. As an Advanced Services Repair Representative (Tier) in the Livermore Center of Excellence, I provided first call resolution to customer’s phone inquiries regarding services. In Lockbox Operations’ mailroom at Wells Fargo in Fremont, CA. my tasks included the coordination of information among various operational areas and customers. Also, for several years I excelled as a Research Analysis, Senior Computer Operator, and Data Processor at SRI International in Menlo Park, CA. I worked in the Geosciences and Engineering Center’s Advance Development Division processing classified data for various government projects.
I provided world-class customer service for Covenant Aviation Security (TSA) @ SFO as an Acting Lead, Que-Master, and Checkpoint Screener for Homeland Security. As a Tech Support Specialist II (Help Desk), I resolved high speed Internet wired and wireless broadband access solutions for Hospitality Network (AHN) business-class hotels at Arescom, Inc. in Fremont, CA.
I possess excellent communication skills which I believe to be a most valuable attribute in your world- class customer service position. Not only do I possess the qualifications you would want and expect in a successful team member, but I also possess another powerful intangible quality – commitment to excellence!
I am eager to show that my intelligence, competence, maturity, and enthusiasm will be a positive contribution to your organization. I welcome the challenge to perform multiple activities.
I am excited about the possibility of a personal interview at your earliest convenience to further discuss my credentials with you.
Actor
“The heart of San Francisco beats to a creative career!”
PROFILE
Strong leadership in customer service, employee training, and communication. Primary focus includes technical procedures, research/operations analysis, and quality methods. Appreciated for solving difficult problems efficiently and quickly. Cool-under-fire approach to achieving the work. Professional, easy-going team player committed to goals of the organization.
DEVELOPED PROFICIENCES
– Windows NT/Win 10 – Client Services Management
– Security Clearances – MS Office (Word, Excel)
NATO (TS) – Exchange, Outlook, Netscape
COMSEC (TS)
– Familiar with SORDandBOSS
(Siebel/Remedy Databases)
WORLD CLASS SERVICE EXPERIENCE
COMCAST CABLE, Livermore, CA 2008 – 2020
Field Care Liaison – CommOps 2
Performed and maintained all records and logs related to the assignment of field technician personnel.
- Exceeded customer expectations in a positive, professional manner, and on time arrival.
- Kept all field managers and supervisors aware of escalation status for prompt resolution.
CommOps Pre-Caller
Educated the customers about the critical elements for their successful scheduled appointment.
- Provided problem escalation resolutions by telephone to eliminate unnecessary truck rolls.
- Reduced confusion and potential calls to Comcast by verifying work order information accurately.
Advanced Services Repair Representative (Tier)
Provided first call resolution to inbound customer’s phone inquiries in a high – volume call center environment.
- Interacted with customers to represent Comcast in a professional and positive manner in all situations, complying with all company policies and procedures.
- Took full ownership and accountability to facilitate an excellent customer experience.
MANAGEMENT SOLUTIONS, Livermore, CA 2007 – 2007
Association Management Specialist
Contractor for a Common Interest Management firm for condominiums / apartments (HOA) in the local Bay Area.
- Evaluated the firm’s operation to improve both the customer service and financial departments.
- Implemented an organizational personal computer restructuring process that improved error reduction and clientele communication by 30%.
WELLS FARGO BANK, N.A., Fremont, CA 2006 – 2007
Operations Clerk
Provided general clerical Lockbox Operations tasks to expedient and precise information and services.
- Duties included: coordination of information among various operational areas and customers.
- Ability to prioritize work and complete work within specified time frames.
COVENANT AVIATION SECURITY, LLC, SFO, CA 2004 – 2005
Transportation Security Screener (TSA)
Provided front-line private security screening services and protection of air travelers, airports, and airplanes.
- Responsible for identifying dangerous or deadly objects in baggage, cargo, and on passengers.
- Objective: identifying prohibited items; preventing those objects from being transported onto aircraft.
ARESCOM, INC., Fremont, CA 2002 – 2003
Tech Support Specialist II
Provided the highest quality support for the Arescom Hospitality Network (AHN) business-class hotels.
- Upgraded system firmware; resolved high speed Internet wired and wireless broadband access solutions.
- Troubleshooting assistance and resolution for WAN (Wide area network) circuit issues and coordination.
AUTOMATIC DATA PROCESSING, INC., Santa Clara, CA 2001 – 2002
Client Account Representative
Educated customers on various ADP payroll services and human resource information processing procedures.
- Established positive business relationships with clients and other departments by consistently providing courteous, prompt, and effective service.
- Handled customer escalations in a professional and courteous manner.
NORTHPOINT COMMUNICATIONS, Emeryville, CA 1999 – 2001
Provisioning Specialist, Service Delivery
Analyzed and interpreted a continuous stream of 250 – 300 Digital Subscriber Lines (DSL) orders from initial order entry to loop/circuit completion in various proprietary order systems.
- Monitored, troubleshooted, and resolved escalated orders to ensure critical dates were met.
- Worked closely with testers and installation groups to ensure timely, successful outcomes.
LAM RESEARCH CORPORATION, Fremont, CA 1996 – 1999
Senior Computer Operator
Information Technology customer service support for VMS and IBM/SAP operation systems for live worldwide databases.
- Directly trained five new employees for customer service, database and computer operations, which increased communication and improved customer satisfaction by 15%.
- Identified operation system problems, performed backups, startups and shutdowns.
EDUCATION and training
A.A., English/Journalism, City College of San Francisco, San Francisco, CA
Coursework, Journalism, San Jose State University, San Jose, CA
VAX/VMS Concepts and Systems Management, Digital Equipment
Education University Workshops, the Summit Organization, Inc.
Strategic Interaction Skills Training, Automatic Data Processing, Inc.
Special Skills and interests
- President of the Woodpark Homeowners Association Condominiums
- Public Relations and Marketing for Mountain View and Palo Alto Tennis Clubs
“Let’s get together!”
Thank you so much for considering me as a candidate, and I hope that we can work together.
I’m ready to expand my knowledge in the media field and continue to grow my career!