William Polanco, MFA

Experience

• 

  Cablevision

  Jan 2008 - Nov 2016

   Coached and developed Technical Service Representatives to exceed performance metrics with the goal of providing world class service. Assisted with the rollout of the Net Promoter Program to provide important improvements for contact center. Created and implemented change agent network to assist in the reduction of trouble calls. Interviewed and hired new supervisors and managers to build strong management teams. Reduced costs by $72,000 year over year by identifying a major defect in product. Show less  Coached, mentored, and developed Customer Service Representatives to achieve and exceed performance metrics. Delivered training to staff regarding process changes and product developments. Used exceptional conflict resolution skills to resolve issues for escalated customer cases and employee complaints. Successfully managed assigned special projects for Employee Workforce Management, Customer Advocacy, and Employee Empowerment. Improved availability and adherence to schedule metrics. Show less  Provided conflict resolution for escalated calls, used active listening skills to understand customer issues, and resolved issues to improve customer experience and enhance customer retention. Supported Technical Support Representatives by diagnosing and repairing all supported products and services. Monitored and scored Technical Support Representatives’ calls to ensure customer interactions were consistent with quality standards. Conducted calibrations with management team to share coaching points for improving call performance. Show less  Provided executive resolution to customers’ service complaints by diagnosing and repairing internet connectivity and phone and cable television services. Used exceptional communication and interpersonal skills to provide world class customer service for both residential and business customers. Used exceptional problem solving and conflict resolution skills to work on multiple special projects including Corporate Complaints and OV Escalations. Achieved numerous awards for providing excellent service and outstanding performance. Show less

  • Remote Vendor Management (Special Project)

    Jan 2016 - Nov 2016

  • Technical Support Supervisor

    Jan 2014 - Jan 2016

  • Contact Center Supervisor

    Jan 2013 - Jan 2014

  • Bilingual Technical Support Lead

    Jan 2012 - Jan 2013

  • Bilingual Technical Support Representative

    Jan 2008 - Jan 2013
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  William Polanco MediA

  Jan 2013 - now

  Multidisciplinary Artist / Project Manager

   Efficiently complete digital media projects relating to content creation, video production, photography, music, design and writing for a diverse client base. Develop and execute project plans for the sharing of brand stories across multiple distribution outlets including social media (Facebook, Instagram & Twitter) and other digital platforms.  Create pay per click campaigns to increase brand awareness utilizing Google Adwords, Amazon Merchant Services and Facebook Ads.  Produce original content including music videos, animation series, talk show, comedy and visual art projects for YouTube. Show less