1. Ted Weiser
4145 SW 167thAve
Aloha, OR 97078
Home: 503-848-3664
Cell: 503-869-0650
Teweiser@Comcast.net
Customer Service Training and Quality Assurance Analyst
 15 years’ experience developing and presenting customer service training programs
 5000 employees trained
 Experienced with monitoring call center employee phone calls for Quality Assurance
 Training and Coaching tailored for the novice technology user
TECHNICAL SKILLS
 Expert level knowledge of all video components such as display systems (LCD, DLP, Plasma,
LED, and projectors), Cable and Satellite Set Top Boxes and Gaming Systems as well as all
associated cables (HDMI, Component Video, VGA, and DVI)
 Expert level knowledge of audio systems such Digital Surround Sound and Stereo as well as all
associated cables (Digital Fiber Optic, Composite Audio – Digital, and Composite Audio –
Stereo)
 Working knowledge of home networking components and devices such as Routers (WLAN,
802.11, Blue Tooth), Game consoles, Computers, Tablets, and Smart Phones
 Conversant in basic telecom architecture and components (headend, nodes, fiber, pedestals,
and drops).
EARTHLINK BUSINESS, Vancouver WA
QA and Training Analyst, 12/2010 – 2/2015
 Created comprehensive QA program and rolled out to Care and Technical Support organizations
with input from the various stakeholders
 Developed training course content and supporting training materials
 Facilitated training classes for QA Program and software.
 Provided individual coaching for performance metric improvement
 Facilitated calibration sessions for all QA partners (Managers, Supervisors etc) to ensure
consistent and repeatable QA results.
 Administered QA program and interfaced with internal customers regarding performance and
improvement
 Analyzed business data and created process improvement plans based on results
 Created and administered customer survey program to assure accuracy of QA program results
 Provided analysis of customer survey results and created reports, advised of trends and
recommended strategy changes.
 Word, Outlook, Lync, Power Point, Excel, Remedy, Aspect Quality Management,
AS400, Survey Monkey and SharePoint

2. COMCAST, Beaverton, OR
QA and Training Analyst, 2000 – 2010
 Developed and used customer service skills while providing technical support and troubleshooting
strategies to non-tech-savvy customers. I used my advanced customer service and listening skills
to help deescalate upset customers.
 Played a key role in rolling out Trouble Ticketing Software (Remedy) to agents and provided
instruction to manage changes in process
 Acted as Subject Matter Expert while answering user queries and documenting new information
for the larger group. Much of the time acting as a self-learner finding the new information myself
 Created new hire training material and used my strong communication skills to facilitate classes
for new employees and to cross train existing employees.
 Trained or Cross-Trained 5000 employees in various aspects of Sales, Billing and Technical
Support
 Word, Power Point, Outlook, Lync, Excel, Remedy, CSG, SAP, and SharePoint
Awards
 “Employee of the Quarter” Award, 2003
 Three-Time “Silver Star” Awards 2002 to 2006
 Eighteen “Bronze Star” Awards, 2001 to 2009