Experience

Spectrum Business

• United States
• Telecommunications
• 700 & Above Employee

• Major Account Coordinator

  • Jun 2010 - Present



Charter Communications

• United States
• Telecommunications
• 700 & Above Employee

• Sales Support Account Coordinator

  • Jun 2010 - Mar 2015

  Organized daily workflow based upon interpretation of various reports that reflects sales, contracts and installations for Charter Business. •Implemented Quality Development group and increased call quality monitoring scores from a low 68% to a high 98% within seven months. Integrated Avaya ACID, Verint Monitoring metrics and gap analysis for SSAC training opportunities in 2013. •Decreased yearly inbound call abandonment in 2011-2012 from 6.5% to 2.1% through process, procedure, training, monitoring and staffing alignment. Further reduced abandonment to 1.2% in 2013. •Set three new all-time company records for quality improvement to 98%. Abandonment reductions to 1.1% and "Excellent" rating from our customer satisfaction surveys leveraging the Verint monitoring platform. Show less



Wiliamsburg Hotel & Motel Association

• Williamsburg, VA 23185

• Office Supervisor

  • Feb 2000 - May 2010

  Managed staff with daily assignments, training and scheduling. •Assisted board members with lodging reservations for over 70 hotels/motels in the area for groups, businesses and families. Updated information to the company's website daily. Implemented a reservationist handbook/directions on how to book reservations on the new company's website. Managed staff with daily assignments, training and scheduling. •Assisted board members with lodging reservations for over 70 hotels/motels in the area for groups, businesses and families. Updated information to the company's website daily. Implemented a reservationist handbook/directions on how to book reservations on the new company's website.