1. HANK A. FORBES
35 Sherman St.
Bridgeport, CT 06608
Cell # 203-543-4524 Home # 203-345-4184
HankAForbes@gmail.com
SUPRVISORY SKILLS : https://w w w.linkedin.com/pub/hank-forbes/88/594/921
 Communicate effectively via written, verbal, and non-verbal methods
 Strong interpersonal skills and positive impact on others via influence and demeanor
 Demonstrate the ability to 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
 Manage the floor to maximize support and coverage
 Experienced in tracking key employee metrics in a call center environment to improve
overall performance for career progression and achieve higher customer satisfaction
 Time management, effective multitasking, task prioritization/meeting deadlines
 10 years 1 month experience spread between 2 ever changing call center environments.
 10 years’ customer service experience in a high end retail environment as management
EMPLOYMENT
SELF EMPLOYED:
REAL ESTATE DEVELOPER: (RESIDENTIAL & COMMERCIAL) 10/2013-CURRENT
 Assess and purchase properties for rehabilitation, and sale for profit
 Create property portfolios highlighting cost benefit analysis for potential investors
 Secure property
 Screen,hire, and direct contractors for property rehab and oversee throughout process
 Coordinate and schedule weekly draw of budget for material costs and labor
 Once project is completed ensure property is on the market and sells
CABLEVISION: https://w w w.linkedin.com/pub/hank-forbes/88/594/921
SUPERVISOR (TECHNICAL SUPPORT GROUP LEVEL II) 6/2009 – 10/29/2013
 Employee Development
 Manipulate reports and translate into behaviors
 Create and implement Action Plans to drive team performance
 Create and facilitate presentations for TSR teams / individual development and trends
 Monitor and coach key TSR metrics to improve overall performance
 Listen to and grade calls for customer quality assurance
 Proctor knowledge assessments
 Coordinate / facilitate up trainings for new tools, products and services
 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 candidates using Mission Driven techniques (level I, II, III and Leads)
 Facilitate new hire orientation regarding the “Role of a Supervisor”

2. 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 / OV products and services in a call center environment
 Troubleshoot personal computer and signal related connectivity 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 98, ME, 2000, XP, Vista, Win 8, MAC OS 9.1 – 10.5
 Configure TCP/IP & DHCP settings for networking via NIC or USB
STAMFORD TOWN CENTER:
SECURITY AWARENESS OFFICER/LIEUTENANT 3/1993 – 1/2003
 Point of contact for First Response “Health & Safety”
o As state certified EMT-B respond to and assess customers in immediate need of
care (start 911 process,take SAMPLE history, prepare EMS prior to arrival)
 Security Management
o Provide officer training via vendor coordination and or in house facilitation for
all applicable certifications (annual, in service, and seasonal)
o Provide overall security assessments which include annual report of Stamford
Town Center activity and city of Stamford crime statistics (provided by SPD)
o Assist in day to day management of security personnel and operations
o Stage emergency drills and prepare training evaluations / assessments for
emergency response, bomb search and evacuation preparedness
o Training Database Creation and Maintenance (Microsoft Access 7.0)***
o Pre-Screen / interview potential security personnel for hire
 Tenant Management -
o Liaison between tenants and management to ensure compliance with center
policies
o Provide security insight /awareness services to store management regarding
counterfeit currency, credit card & check fraud
o Educate store management and enforce NFPA 101 code inspection for Stamford
Fire Marshal office as to prevent loss of business due to violation and shut down
o Provide loss prevention risk assessments,incident investigation, and identify
trends and patterns (in extreme cases set up and implement successfulsting
operations in conjunction with neighboring security personnel and or SPD)

3.  OSHA Compliance (regulations and enforcement)
o Formed a Safety Committee and coordinated inspection assignments, meetings
and prepared minutes for distribution
o Facilitated education of and enforced Lock out Tag out procedures for the on-site
engineering staff and visiting vendors
o Facilitated Blood Borne Pathogens education and provided HEP-B vaccination as
coordinated with the American Red Cross. Managed exposure control tracking.
o Created and implemented Emergency response / Evacuation plan for the center
o Collected and kept updated log of current M.S.D.S. (Material Safety Data Sheets)
for each chemical in all establishments within the Stamford Town Center
EDUCATION
GIBBS COLLEGE
Associates Degree in Computer Networking
STAMFORD PROFESSIONAL FIRE FIGHTERS ASSOCIATION (SPFFA)
Hazardous materials placard recognition
Use of ABC chemical fire extinguishers
EMSINSTITUTE @ STAMFORD HEALTH SYSTEMS / STAMFORD HOSPITAL
Emergency Medical Technician Refresher “EMT-B” 2002
Emergency Medical Technician “EMT-B” 2001
JOHN JAY COLLEGE OF CRIMINAL JUSTICE
Certificate of Security Management 2000
Certificate of VIP Protection 2000
CONNECTICUT SCHOOL OF BROADCASTING
Certificate of Radio and TV Broadcasting 1998
INSTITUTE OF AUDIO RESEARCH
Certificate of Audio Engineering 1998