Seth Ickes
Wentzville,MO
Summary
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Billing Assurance Analyst II
Charter / Spectrum
03.2023 - Current
- Lead team during launch of Bulk Biller Accuracy
- Created and developed use cases to identify both over and under delivery of products that are revenue impacting
- Partnered with key stakeholders across the company to align reporting to ensure accuracy
- Cross trained with teams to better our ability to validate successfully
- Concisely articulated responses to leadership questions
- Identified trends in data
- High degree of accuracy in account remediation and data analytics
- Assembled concise, meaningful analysis and clearly articulated data facts
- Created and maintained Jira tickets
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Reported progress, test metrics and results to project stakeholders.
- Applied effective time management techniques to meet tight deadlines.
- Strengthened communication skills through regular interactions with others.
Billing Assurance Analyst I
Charter / Spectrum
12.2021 - 03.2023
- Created tables and logic for Analytics team for all SMB services
- Created SBPP Guide that included SMB legacy coding
- Assisted in creation of SMB use cases for all three lines of business
- Assisted in writing of logic for use cases
- Validated use case reports to ensure accuracy and worked with Analytics team to update logic when necessary
- Validated Speed Recon reports to ensure subscribed speeds match provisioned speeds as well confirming speed lifts were properly flowing
- Took additional Excel training to further knowledge
- Took SQL training to further knowledge
- Created process docs used by the team to add and remove equipment
- Assisted in development of others to better the department’s knowledge and understanding of SMB coding and Business Rules
- Built and updated PowerPoint slides for SPP and SBPP use cases
- Corrected billing discrepancies
- Managed and tracked daily NOVA reports
- Determined key areas prime for process improvements.
Day of Job Rep III
Charter / Spectrum
02.2017 - 12.2021
- Recognized for involvement with taking over Edward Jones accounts
- Trained representatives on how to properly provision and manage Wireless Internet Backup devices
- Worked escalations from Field Ops and Leadership to resolve issues quickly and efficiently
- Trained Supervisors on proper escalation paths and formats
- Corrected complex residential, SMB, and Enterprise accounts with billing discrepancies
- Professionally, accurately, and effectively assisted the agents within DOJ with advanced troubleshooting techniques
- Assisted in multiple projects such as the handling of Enterprise accounts and testing of new services before they were launched to production
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
Day of Job Rep I & II
Charter / Spectrum
02.2017 - 08.2019
- Top performing agent for both CSG and ICOMS multiple times as a Rep I and II
- Led IP Control project to check for and address issues before program was released to the floor and launched
- Ran training classes for New Hires
- Assisted technicians resolve provisioning and equipment issues while inside customer’s home
- Developed and maintained positive relations and coordinated with team members to properly handle requests and questions.
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated customer needs and feedback to drive product and service improvements.
Workforce Technical Administrator
Charter / Spectrum
01.2016 - 02.2017
- Launched new routing program and trained entire department on how to properly utilize it
- Created and presented Powerpoint presentation to all Field Ops Management and VP’s to give the understanding of how the new routing program directly affected the field and technicians
- Actively and consistently supported all efforts to simplify and enhance the customer experience
- Monitored Real Time Quota statistics, helping to ensure consistency in KMA operating windows and workload allocation
- Proactively identified short term and long term forecasting opportunities to improve operational efficiencies within the workforce management team and technical operations organization
- Mentored employees and offered constructive feedback for performance improvement.
- Attended meetings to deliver status reports to key stakeholders.
Workforce Technical Router
Charter / Spectrum
01.2014 - 01.2016
- Oversaw taking the market with the worst OTA and making it number one in the KMA within three months
- Recognized as Employee of the Month multiple times while in the position
- Coordinated all quota moves with field supervisory staff and technical operations manager and ensured consistency of routing and workload allocation
- Generated and communicated to appropriate members of management Quota Reports, Move Reports and forecasted connect Activity (Days Out) based on demand, special projects and marketing forecasts
- Reassigned work based on OTA of technicians to meet timeframes and stay within SLA
Broadband Technician
Charter / Spectrum
01.2013 - 01.2014
- Used training and experience to troubleshoot problems
- Tested and repaired hardware
- Skilled at working independently and collaboratively in a team environment.
- Installed and provided troubleshooting and customer training for high-speed internet and telecommunication systems.
- Identified issues, analyzed information and provided solutions to problems.
- Provided customer with information and requirements for all services.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Utilized industry equipment to analyze, identify, and resolve technical problems.
- Trained new employees to properly perform installations and repairs.
- Performed preventive maintenance of telecommunications equipment.
- Installed and configured new devices and system components.
- Installed wiring, cabling and networking hardware on customer premises.
- Planned layouts and ran cable into houses and through walls, attics, and crawl spaces.
Education
No Degree -
Saint Charles Community College
Saint Charles, MOHigh School Diploma -
Fort Zumwalt West High School
O'Fallon, MO06-2011
Skills
- Performance testing
- Test planning
- Requirements analysis
- Test case development
- Business processes
- Documentation and materials
- Results validation
- Improvement recommendations
- Technical support
- Critical thinking
- Data analysis
- Agile methodology
Certification
- Completed Agile Scrum Master(ASM) course through Simplilearn
- Completed Essentials of Project Management course through LSU Online
Timeline
Billing Assurance Analyst II
Charter / Spectrum
03.2023 - Current
Billing Assurance Analyst I
Charter / Spectrum
12.2021 - 03.2023
Day of Job Rep III
Charter / Spectrum
02.2017 - 12.2021
Day of Job Rep I & II
Charter / Spectrum
02.2017 - 08.2019
Workforce Technical Administrator
Charter / Spectrum
01.2016 - 02.2017
Workforce Technical Router
Charter / Spectrum
01.2014 - 01.2016
Broadband Technician
Charter / Spectrum
01.2013 - 01.2014
- Completed Agile Scrum Master(ASM) course through Simplilearn
- Completed Essentials of Project Management course through LSU Online
No Degree -
Saint Charles Community College
High School Diploma -
Fort Zumwalt West High School
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