Experience

Nimbio

• United States
• Software Development
• 1 - 100 Employee

• Customer Service Representative

  • Mar 2023 - Present



Barrister Global Services Network

• United States
• IT Services and IT Consulting
• 300 - 400 Employee

• Manager of Training and Process Improvement

  • Jan 2021 - Apr 2022

  Collaborated with subject matter experts, corporate trainers and instructional designers to ensure the development program continues to meet the needs of the organization and staff. Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets. Assessed skill gaps for employees in multiple departments and developed training courses to meet identified needs. Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness. Developed career path progression plans to incentivize and reward high performance. Coordinated ongoing technical training and personal development classes for staff members. Communicated all learning and performance objectives, schedules and training assessments to upper management. Show less



Charter Communications/Spectrum

• Telecommunications
• 100 - 200 Employee

• Supervisor Billing Operations

  • Feb 2004 - Mar 2020

  Developed standard operating procedures and document workflows for current and future process steps; Communicated key project plans, commitments and changes including requirements, timelines and readiness; Worked with multiple departments to resolve problems and improve operations to best prepare for a successful project launch; Managed and archived quality documentation and participated in internal quality audits; Led the Configuration team in delivery of several high-profile projects requiring close cooperation among members to share information and develop solutions to meet a broad array of commitments; Coordinated with external company contractors and internal teams in developing project plans for prioritized initiatives. Show less



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Regional Operations Routing/Quota Supervisor

  • May 2009 - 2017

  Effectively communicated with all Management, Customer Operations, Dispatch and Field Operations regarding potential impacts of planned/ unplanned work performed on Network support tools • Managed a major system conversion project from manual provisioning to an automated online provisioning system for multiple Divisions from pre- to post conversion • Coordinated with Operations and identified scheduling trends through monthly analysis to best determine workforce management alignments • Conducted weekly meetings with key stakeholders to identify opportunities for improvement, establish milestones and tailor enhancements to individual markets • Developed, trained and implemented methods and procedures regarding a new network took utilized by multiple internal departments and third-party contractors Show less

• Carolina Regional Voice Operations Supervisor

  • May 2009 - Nov 2011

  Hired/Trained 17 PAC agents in 6 months with no disruption to productivity, operations or the customer. • Assumed responsibilities for the Greensboro and Columbia Provisioning Team into the Charlotte PAC with a seamless Migration. • Successfully managed a major system conversion from manual provisioning to an online Provisioning System Conversion project for multiple Divisions from beginning to project completion. Pre-database cleanup, testing and results. Upon completion provided a lesson learned document to assist other Provisioning teams within the company with their conversions. • Created the Playbook and delivered training to 6 other Dispatches across the Carolina Region. Developed and Implemented the Productivity Tracker to monitor and track the Provisioning teams Quality and Production of work. • Key contributor in the Virtualization of the Charlotte and Raleigh Provisioning Team into a Regional Provisioning Team. Created and Shared Methods and Procedures. • Implemented a virtual phone rotation. Developed a Training Matrix to gauge agent's skill ability Show less

• Voice Operations Lead/PAC Representative

  • May 2006 - May 2009

  Major contributor in the transition from the Digital Phone Order Management to the OMSE • Responsible for overseeing the pre to post conversion analysis. • Assisted in writing the ICOMS order entry OMSE Methods and Procedures documentation for Customer Care and the Provisioning Department. • Developed, trained, and implemented OMSE concise provisioning procedures for the Division Operations Center, HSD Support and Provisioning departments in the Carolina Region. • Performed testing on new products and equipment for the Regional training center. • Served as the SME for the Sprint Cable Automated Provisioning Tool migration between the project team and management to project issues and identify escalations in a timely manner. Show less

• Division Operations Center Representative

  • Feb 2004 - Apr 2006

  • Identified, dispatched and resolved the cable, high speed data digital phone outages. • Performed troubleshooting techniques with Technicians on issues impacting CATV, RR and DP. • Routed and tracked the progress of over 55 technicians daily. • Conducted a "Train the Trainer" session for a new product line at Time Warner Cable



Cable Express

• United States
• Telecommunications
• 1 - 100 Employee

• Dispatcher/ Administrative Assistant

  • May 2001 - Feb 2003

  Routed work and monitored technicians' progress throughout the business day. Handled the interviewing of potential employees. • Ran a fast-paced office, entered billing, organized, prepared invoices, and scheduled meetings, communicated with Time Warner Cable daily. • Created and maintained spreadsheets to compare monthly company production along with profit and loss margins. Routed work and monitored technicians' progress throughout the business day. Handled the interviewing of potential employees. • Ran a fast-paced office, entered billing, organized, prepared invoices, and scheduled meetings, communicated with Time Warner Cable daily. • Created and maintained spreadsheets to compare monthly company production along with profit and loss margins.