HANK A.

FORBES
Bridgeport, CT 06608
Cell # 203-543-4524
HankAForbes@gmail.com

https://www.linkedin.com/pub/hank-forbes/88/594/921

MANAGEMENT SKILLS:
Communicate effectively
Strong interpersonal skills
Able to influence others
Lead by example
Professional demeanor
Positive role model
Positive encouragement coaching style
Can adapt to different personality types
Able to motivate, coach, and develop individuals to perform at a higher level based on
the needs of the business
Manipulate reports and identify metric trends
Translate trends to specific behaviors
Create and facilitate presentations
Time management
Effective multitasking
Task prioritization
Meet / precede deadlines
PERTINENT RESPONSIBILITIES:
Coach and develop the careers of representatives using metrics.
Translate metric trends into specific behaviors for employees to be successful.
Proctor quarterly exams to ensure peak technical knowledge of existing employees.
Administer in-service training as needed in support of product changes or new products.
Monitor calls in real time via live side saddle or remote methods
Assess, grade, and coach back calls for quality assurance.
Manage the floor to maximize support and coverage
Give floor support,
Field escalated issues
Manage the queue of incoming calls
Determine and process credit
Interview and screen potential employees for hire
Be the point of contact POC
EXPERIENCE:
25 years of direct customer service
Experienced in tracking key employee metrics in a call center environment to improve
overall performance for career progression and achieve higher customer satisfaction
Manage team(s) using a model that promotes one-stop/turn-key solutions (One and done).
Assisted in reducing call center inbound volume by two million calls a year
Received top Supervisor honors multiple times over a span of 4 years
Helped to win Call Center of the Year four times and J.D. Power Award six times.

HANK A. FORBES
EMPLOYMENT:

CABLEVISION:

https://www.linkedin.com/pub/hank-forbes/88/594/921

SUPERVISOR: (TECHNICAL SUPPORT GROUP LEVEL II)

6/2009 11/2013
Supervise my immediate team of 20 28 TSR(s) in daily operations of ISP support
Serve as additional management support staff to the call center of over 600 employees
Monitor / manipulate reports utilizing key performance indicators (KPIs) also known as
metrics and translate into behaviors to improve overall performance
Coach and develop TSR(s) by implementing best practices for efficient support
Create and implement Action Plans to drive team performance
Create and facilitate presentations for TSR teams / individual development and trends
Listen to and grade calls for customer quality assurance
Proctor knowledge assessments
Coordinate / facilitate up trainings for new tools, products and services
Position teams to build customer trust and gain loyalty with focus on One Call resolutions
Draft and document ad hoc coaching for record
Draft and deliver corrective actions / performance improvement plans
Draft award write-ups / speak on behalf of recipient at award ceremony
Provide customer service via fielding issue escalations, taking ownership and follow up
Interview potential employment candidates using mission driven techniques
Prepare employees for career development / Mentor transition into new role
Facilitate new hire orientation regarding the Role of a Supervisor
LEAD TECHNICIAN: (OPTIMUM ONLINE, OPTIMUM VOICE, & BUSINESS)
10/2006 6/2009
Educate and support technical support representatives who take incoming calls regarding
customer inquiries and troubleshooting for phone and internet products
Develop technical support representatives through side-by-side peer coaching and call
monitoring offering efficient ways to assist with troubleshooting steps
Provide technical support in a call center environment by assisting with technical
questions, call escalations, special projects, account research, and customer follow up
Apply appropriate credit to consumer accounts for service issues
TECHNICAL SUPPORT REPRESENTATIVE:
(TEMP TO PERM)
11/2003 10/2006
Support OOL connectivity inquiries, VOIP, and business class products in a call center
environment
Troubleshoot personal computer connectivity via modem and signal related issues via
remote tools
Proficient in network to personal computer and router connections
Assist customers with email account management via server and or software client setup
Support customer inquiries regarding password reset, port access, and website access
General support for Windows 95, 98, 2000, ME, NT, XP, Vista, Win 7, Win 8, Win 10;
& MAC OS 8, 9, & 10.
Configure TCP/IP & DHCP settings for networking via NIC or USB

HANK A. FORBES
COMMUNITY / PART TIME:

ST. VINCENTS MEDICAL CENTER:

(PART TIME)
Officer for the St Vincents Security Department
Behavioral health facility in Westport (Hall Brook)
Outpatient behavioral health (2400 Main St Bpt.)
Family Health Center
St. Vincents College (Main St. Campus)

CONNECTICUT BEARCATS:

(SIMI PRO FOOTBALL)

Assistant Defensive Coordinator
Defensive Backs
Line Backers
Special Teams

3/2016 - CURRENT

CURRENT

DELTA T. GROUP:

(PER DIEUM)
12/2015 - CURRENT
Assist Board of Education faculty in a paraprofessional role at various schools
Mentor children with psychological and behavioral issues

REAL ESTATE INVESTMENT CONSULTANT:

(PRIVATE LLC)
12/2013 - CURRENT
Mentor individuals who wish to invest in Real Estate using proven system
Bus tour leader / mentor with Armando Montelongo
Assess and purchase properties for rehabilitation and sale

NO1DRAFT EQUITIES:

(PRIVATE LLC)
12/2013 - CURRENT
Investor / Operating Manager
Assess and purchase properties for rehabilitation
Create property portfolios highlighting cost benefit analysis for potential investors
Secure property
Provide market analysis to include accurate numbers, recent sales history of
comparable(s)
Provide rehabilitation solutions to include budget, material costs, labor and funding
Screen, hire, and direct contractors for property rehabilitation / process
Coordinate and schedule weekly draw of budget for material costs and labor
Market, list and sell property

HYDE HIGH SCHOOL:

Assistant Coach
Girls Varsity Basketball

2014/2015 - SEASON

HANK A. FORBES
EDUCATION:

GIBBS COLLEGE:
Associates Degree in Computer Networking
STAMFORD PROFESSIONAL FIRE FIGHTERS ASSOCIATION (SPFFA):
Hazardous materials placard recognition
Use of ABC chemical fire extinguishers
EMS INSTITUTE @ STAMFORD HEALTH SYSTEMS / STAMFORD HOSPITAL:
Emergency Medical Technician Refresher EMT-B
Emergency Medical Technician EMT-B
JOHN JAY COLLEGE OF CRIMINAL JUSTICE:
Certificate of Security Management
o Asset protection
o Target hardening / Surveillance
Certificate of VIP Protection
o Principal detail protection
o Security advance profiling
CONNECTICUT SCHOOL OF BROADCASTING:
Certificate of Radio and TV Broadcasting
INSTITUTE OF AUDIO RESEARCH:
Associates / Certificate of Audio Engineering