Experience

Mirabito Energy Products

• United States
• Oil and Gas
• 100 - 200 Employee

• Regional Manager

  • Mar 2018 - Present

• Branch Manager

  • Jan 2016 - Mar 2018



Operations Management Consultant

• Operations Management Consultant

  • Dec 2011 - Dec 2015

  Advise private business in all aspects of business operations. Creation and maintenance of expense and capital budgets, review and analysis of profit and loss statements, marketing strategies, billing operations and customer service. Advise private business in all aspects of business operations. Creation and maintenance of expense and capital budgets, review and analysis of profit and loss statements, marketing strategies, billing operations and customer service.



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Manager of Customer Care

  • May 2006 - Aug 2011

  • Evaluated, developed and recommended restructuring of existing customer retention program within the Greensboro Division, developed metrics reflecting an expectation of continuous improvement to monitor performance toward performance targets, and identify areas of opportunity for increasing customer retention rates. As a result of implementing this quality monitoring program, the program showed a year over year increase and had a save rate in excess of 50% in the face of a declining customer base. • Participated in outsourcing the customer retention program, resulting in the diversion of daily calls to a hand picked vendor, which helped enable the Division Call Center to achieve customer service standards. Assisted in developing and implementing critical performance measurements to assist in the management of the Division’s Customer Care Department and ensure the delivery of superior customer service. • Participated in creating and implementing a plan to convert 8 separate call centers into one virtual call center utilizing advanced telephone switch technology, resulting in a streamlining of a single set of processes and procedures for each center, an increase in productivity, and preparation for the eventual consolidation of the department.• Responsible for continual oversight of outsourced call center dedicated to retaining customers that contact the company to disconnect or downgrade their service.

• Special Projects Manager

  • Mar 2002 - May 2006

  • Evaluated, developed and recommended restructuring of existing customer retention program within the Greensboro Division, developed metrics reflecting an expectation of continuous improvement to monitor performance toward performance targets, and identify areas of opportunity for increasing customer retention rates. As a result of implementing this quality monitoring program, the program showed a year over year increase and had a save rate in excess of 50% in the face of a declining customer base. • Participated in outsourcing the customer retention program, resulting in the diversion of daily calls to a hand picked vendor, which helped enable the Division Call Center to achieve customer service standards. Assisted in developing and implementing critical performance measurements to assist in the management of the Division’s Customer Care Department and ensure the delivery of superior customer service. • Participated in creating and implementing a plan to convert 8 separate call centers into one virtual call center utilizing advanced telephone switch technology, resulting in a streamlining of a single set of processes and procedures for each center, an increase in productivity, and preparation for the eventual consolidation of the department.• Responsible for continual oversight of outsourced call center dedicated to retaining customers that contact the company to disconnect or downgrade their service.

• General Manager

  • Feb 1992 - Mar 2002

  – Burlington, Greensboro, Chapel Hill NC 02/92 – 03-02 • Oversight of fiscal and technical operations for cable television system serving 5,000 to 34,000 customers. Constructed, presented and implemented $16 to $20 million dollar annual budgets. Responsible for developing effective teams and positive relationships with department heads. Consistently achieved monthly operating results within budgeted expense parameters.• Conducted government and community relations. Responded to common inquires or complaints from customers, regulatory agencies or members of the business community. Effectively presented information to upper management, public groups, and employees.• Successfully implemented marketing and sales strategies. • Supervised 50-75 employees, including those responsible for the call center, payment center, dispatch and IT. Responsibilities included working with Human Resources to recruit and hire new employees and ensuring that the necessary skill sets were kept up to date through the identification and development of appropriate training programs. Reported to Vice-President of Operations



Cablevision Industries

• Management Intern

  • Jan 1991 - Feb 1992

  Trained in all aspects of Cable Television operation and management, Trained in all aspects of Cable Television operation and management,