Brian Zuber
Ambler
Summary
Proven track record in identifying customer needs and delivering solutions that exceed expectations. Expertise in driving performance and productivity enhancements through strategic leadership and adaptability to new technologies and environments.
Overview
23
23
years of professional experience
Work History
Tier 2-Premier Support Specialist | CAE4
Comcast
Horsham
01.2016 - 12.2026
- Served as single point of contact for multi-site accounts, overseeing 70 portfolios, each with five to 150 accounts, ensuring streamlined communication and support.
- Troubleshot technical issues to minimize downtime and optimize service delivery.
- Coordinated with sales, tech operations, finance, and retention departments to resolve escalated issues, fostering cross-departmental collaboration and timely solutions.
- Monitored accounts for upgrades and contract renewals, identifying opportunities to enhance client satisfaction and retention.
- Established account hierarchy to streamline management processes.
- Resolved billing inquiries promptly to maintain strong customer relationships.
- Processed service changes and account disconnections efficiently, ensuring accurate records.
Technical Support Specialist | Customer Account Executive 3 (CAE3)
Comcast
Horsham
01.2012 - 01.2016
- Diagnosed and resolved customer issues through phone and online support channels.
- Delivered technical assistance to customers using Comcast's internet and cable services, enhancing overall customer satisfaction.
- Instructed customers on product features and best practices, empowering them to maximize service utilization.
- Recorded customer interactions in ticketing system, ensuring accurate tracking and resolution of issues.
Account Manager
Learning Express, LLC
New York
01.2009 - 01.2010
- Managed client accounts, strengthening relationships with key stakeholders to enhance collaboration.
- Developed tailored solutions that effectively addressed diverse client needs and requirements.
- Addressed client inquiries promptly, contributing to high levels of satisfaction and retention.
- Provided training and support to junior staff on account management best practices.
Account Manager
Peterson’s (a Nelnet Company)
Lawrenceville
01.2006 - 01.2009
- Addressed client inquiries promptly, ensuring high levels of satisfaction and retention.
- Acted as the primary contact for addressing client concerns and needs.
- Managed multiple accounts simultaneously while meeting deadlines.
- Maintained accurate client address records to ensure up-to-date information.
Inside Sales Representative
Canon Business Solutions
Burlington
01.2004 - 01.2006
- Developed tailored sales pitches to meet specific client needs, increasing engagement.
- Managed client accounts to strengthen customer relationships and enhance satisfaction.
- Responded promptly to customer inquiries, resolving issues to improve customer retention.
- Utilized CRM software to track sales activities and customer interactions.
Education
Some College (No Degree) -
Bucks County College
Newtown, PASkills
- Technical support
- Customer service
- Project planning
- Customer engagement
- Process improvement
- Team building
- Customer relationship management
- Cross-department collaboration
- Client retention
- Effective communication
- Multitasking
- Computer diagnostics
Related Experience
- Premier Representative, Acted as the single point of contact for multi-site accounts, Managed over 70 portfolios with each portfolio containing 5 to 150 accounts., Escalated issues as necessary and partnered with various departments such as Sales, Tech. Ops., Finance and Retention to ensure completion, Monitored accounts for possible upgrades and contract renewals, Established hierarchy accounts, Troubleshot technical issues, Resolved billing questions, Processed change of services and account disconnections
- Supervisor Escalations, Performed outbound call follow-ups to ensure customer satisfaction, Processed and tracked supervisor call back requests, Initiated calls to customers and logged issues, Researched issues and determined possible solutions, Documented results and possible coaching opportunities
- Project Management, Supervised teams of 5-30 employees, Defined roles and set goals, Trained teams on how to achieve goals, Evaluated and coached employees on a regular basis, Executed customer follow ups, documented feedback and adjusted trainings to ensure the best service possible
Sales Experience
- Tracked leads using Sales Force funnel stages of prospecting, qualifying, proposal, negotiation and won/lost/referred
- Account executive responsible for marketing ACT/SAT test prep programs K-12 schools
- Worked with District level decisions makers and local school Principals
- Made product presentations, developed proposals and implementation plans
- Overcame objections and proposed possible solutions
Recent Experience
- Comcast, Enterprise Road, Horsham, PA, Tier 2-Premier Support Specialist, 01/01/16 - Present
- Comcast, Horsham, PA, Technical Support Specialist, 01/01/12 - 12/31/16
Achievements And Awards
- Exceptional Rating for 2017
- Highly Effective rating for 2016
- Voice of the Customer
- Multiple KUDOS Awards
- Business Champion Award: Comcast, 2014
- Employee of the Month: Canon, 2005
- Award for Excellence: Media Management Services, 1998
Qualifications Summary
Expert at understanding customer needs as well as addressing and meeting their expectations. Known for leading performance and productivity improvements, with capability in adapting to new responsibilities, technologies, software, and environments.
Military Service
E-4 Sergeant, Air Freight Specialist (Honorably Discharged), United States Air Force, Maguire AFB, NJ
Timeline
Tier 2-Premier Support Specialist | CAE4
Comcast
01.2016 - 12.2026
Technical Support Specialist | Customer Account Executive 3 (CAE3)
Comcast
01.2012 - 01.2016
Account Manager
Learning Express, LLC
01.2009 - 01.2010
Account Manager
Peterson’s (a Nelnet Company)
01.2006 - 01.2009
Inside Sales Representative
Canon Business Solutions
01.2004 - 01.2006
Some College (No Degree) -
Bucks County College