Graduated Summa Cum Laude – October 2004

SKILLS AND JOB-RELATED ABILITIES
Operating Systems: Windows 95 – 8.1, Server 2000, Mac OS X, MS SQL Server 2000, SunOS.
Software: Microsoft Office 97-2010, Microsoft FrontPage 98-XP, Mac Office 2004, Visual Basic.Net, Visio, Visual Studio.Net, ASP.Net. VM Ware, AR Remedy User, EoN EnQue, Aspect Call Distribution System, Genesys Call Routing System, TotalView, Higher Ground Audio Recording Client, Witness Video Recording Client, CallCopy Video Recording Client, ICOMS, Customview Producer/Director
Hardware: Cisco DNCS (Digital Network Control System), Cisco USRMs, RFGateways, GQAMs, Arris CVeX switch manager, Arris MSPs, Time Warner Cable proprietary video systems (multiple)
Advanced user of Microsoft Excel, Word, FrontPage. Experienced in PowerPoint, Outlook, and Access

Networking: Topologies, Circuit/Packet Switching, LAN/WAN Networks, Routers/Bridges/Switches, Six Sigma Certification. (Yellow Belt)
Installation: Hard/floppy/CD-ROM drives, video/sound cards, modems, NIC, printers, scanners, video cameras.

WORK EXPERIENCE

Time Warner Cable

DNCS Operator/Systems Engineer 1, 06/2009-Present
North Canton, Ohio
Monitor/maintain/repair cable television system (video operations)
Experience with switched digital video environments for both Cisco & Arris (Bigband) products
Some experience with Video On Demand systems (Cisco & Concurrent based systems)
Troubleshoot & resolve cable television issues – missing/distorted channels, cable box diagnostics, channel mapping, creation of new services to be added to customer experience
Work with field techs, hub techs to diagnose, troubleshoot, & resolve cable television issues for both single and multiple users

Customer Care Supervisor, 09/2008-06/2009
North Canton, Ohio
Manage team of 16 customer facing agents handling billing inquires, troubleshooting cable TV, high speed internet connections, and digital phone issues
Responsible for quality assurance monitoring, coaching, mentoring to improvement of quality components
Daily & weekly assessment of performance based metrics
Weekly performance reviews with agents to improve overall performance, quality, and sales
Creation and implementation of disciplinary actions, performance improvement plans, process improvement plans
Resolving customer escalations and liaison between customer service and other departments for resolution of issues

Teleperformance USA.

General Manager/Call Center Manager, 03/2006-09/2008
Akron, Ohio
Manage day-to-day operations of 390 seat call center (630 employees) in support of Cox Communications, related to Account Services/Billing, Video Technical Support, High Speed Internet Technical Support, managing contractual service metrics, customer satisfaction, 45 person management staff (including QA staff)
Create, implement, and monitor statistical reports and process improvements.
Handle disciplinary action, hire and terminate staff as necessary, payroll issues, employee incentives.
Responsible for maintaining forecasting, analyzing call arrival patterns & staffing to ensure contracted service levels are achieved, creating & submitting invoices monthly for completed work.
Scheduling alterations as needed to assure manpower allocated as needed based on call arrival patterns, both actual and forecasted.
Maintain contact with client to ensure client needs are recognized, acknowledged, and resolved in a timely manner.
Hiring, training, and maintenance of assistant managers, supervisors, team leads
Assist with onsite and corporate Recruiting Dept to build and refine hiring profiles and recruiting processes
Attend and provide input at team meetings and client conference calls to help ensure quality services and productivity.
Build and maintain contacts with local vendors in regards to maintenance of facility.

General Manager/Call Center Manager, 12/17/2004-03/01/2006
Columbia, South Carolina
Manage day-to-day operations of 330 seat call center (500 employees) in support of BellSouth DSL, managing contractual service metrics, customer satisfaction, 34 person management staff (including QA staff)
Create, implement, and monitor statistical reports and process improvements, including completing monthly invoicing.
Handle disciplinary action, hire and terminate staff as necessary, payroll issues, employee incentives.
Maintain contact with client to ensure client needs are recognized, acknowledged, and resolved in a timely manner.
Hiring, training, and maintenance of assistant managers, supervisors, team leads
Scheduling alterations as needed to assure manpower allocated as needed based on call arrival patterns, both actual and forecasted
Attend and provide input at team meetings and client conference calls to help ensure quality services and productivity.
Build and maintain contacts with local vendors in regards to maintenance of facility.

Performance Manager, 01/2001-12/2004
Columbus, Ohio
Managed operations of call center floor in support of Verizon Online DSL - including schedules, development and implementation of call metric plans, and review time lines.
Interviewed, trained, motivated, monitored, and completed performance evaluations of staff. Processed all payroll and/or time adjustment issues.
Implemented and monitored company policies, procedures, rules, and regulations.
Maintained a positive work atmosphere and encouraged teamwork through problem solving techniques.
Attended and provided input at team meetings and client conference calls to help ensure quality services and productivity.

Technical Support Supervisor, 01/2000-01/2001
Columbus, Ohio
Investigated and resolved customer issues regarding service, treatment, and quality of product delivered.
Maintained over 90% customer satisfactions and first–call resolution through quality assurance monitoring.
Networked with customers, department staff, and network operations.
Presented good oral and written communication and decision-making skills.

Technical Support Representative, 05/1999-01/2000
Columbus, Ohio
Troubleshoot and solved customer calls regarding internet service, email, modems, connectivity

REFERENCES AVAILABLE UPON REQUEST