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You have an all star on your team working in the DC area. His name is Russell {edited for privacy} and he is the most dedicated, polite and professional representative you have. When I have approached him with a problem, he has not only done his best resolve my issue, but he clearly made the effort to understand the problem before taking action. He is a terrific individual to work with.
Would highly recommend that you tap his brain to share his secrets and definitely pay him more. I would have shifted to COMCAST if it were not for him.
v/r
Eric