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Work Background
Ritter CommunicationsDirector Quality, Compliance & Enterprise Customer Care
Mar. 2022Jonesboro, Arkansas, United States
Charter CommunicationsSenior Manager, Communications Desk
Nov. 2020 - Mar. 2022Greater St. LouisSupports customer care centers in rollout, maintenance and enhancement of all Telecom related initiatives Assessment, identification, development and implementation of strategies, technologies and initiatives focused on developing / enhancing performance of Customer Care Telecom operations Acts as Customer Care liaison to other Corporate departments and to field on advanced services initiatives with regard to telecom Works with Customer Care management to establish telecom project priorities Assists with planning and implementation of new capabilities and technologies Works with Contact Center Managers and Directors to plan and execute changes in processes and tools to improve customer satisfaction in customer interactions Leads and coordinates efforts related to customer support process improvement and standards development Develops Key Performance Dashboards for staff Delivers staff performance reviews and help with their personal and professional development
Perform other duties as assigned
Charter CommunicationsManager, Call Center Technology
Jan. 2020 - Nov. 2020Supports customer care centers in rollout, maintenance and enhancement of all Telecom related initiatives Assessment, identification, development and implementation of strategies, technologies and initiatives focused on developing / enhancing performance of Customer Care Telecom operations Acts as Customer Care liaison to other Corporate departments and to field on advanced services initiatives with regard to telecom Works with Customer Care management to establish telecom project priorities Assists with planning and implementation of new capabilities and technologies Works with Contact Center Managers and Directors to plan and execute changes in processes and tools to improve customer satisfaction in customer interactions Leads and coordinates efforts related to customer support process improvement and standards development Develops Key Performance Dashboards for staff Delivers staff performance reviews and help with their personal and professional development
Perform other duties as assigned
Charter CommunicationsManager, Communication Desk
Mar. 2018 - Jan. 2020Town and Country, Missouri✪ Provide vision and leadership for developing and implementing efficient process and procedure for the Communication Desk personnel.
✪ Control direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.
✪ Recruit, hire, train and supervise staff, or participate in staffing decisions. Consult with users, management, vendors, and technicians to assess computing needs and system requirements.
✪ Identify and implement best practices for optimizing work load, improving team performance, and ensuring service-level requirements are met.
Charter CommunicationsNetwork Operations Center Manager
Feb. 2017 - Mar. 2018Saint Louis ✪ Managed overall operations of Charter Network Operations Center; analyzed system requirements and developed solutions to complex business challenges.
✪ Spearheaded day to day activities of the Network Operations technical staff and network performance issues as they arise.
✪ Responsible for the timely execution of business improvement initiatives to ensure continuous improvement of Network & Services availability (uptime).
✪ Utilized Key Performance Indicators (KPIs) for continuous real-time project deliverable tracking, process improvement, and taking proactive solutions to mitigate project risks.
Charter CommunicationsSupervisor, Communication Desk
Jun. 2015 - Feb. 2017Greater St. Louis Area✪ Coordinated Communications Desk Representatives. Provided coaching and counseling to develop and train employees to exceed department standards.
✪ Took action to ensure processes are consistently followed and implements improvements to address any non-compliance situations.
✪ Demonstrated expertise in Network (RF Troubleshooting, E-Mail, DCHP Server, routers, Systems (Hardware, Software, Operating Systems, New Technology) and Communications functions.
Charter CommunicationsSupervisor, Video Repair
Oct. 2013 - Jun. 2015Rochester, Minnesota Area✪ Responsible for the supervision of the customer service staff including all activities that contribute to the acquisition, satisfaction and retention of customers.
✪ Successfully managed project scope by developing work breakdown structure for major milestones and critical path tasks for meeting project deadlines and producing deliverables.
✪ Hired, directed and trained associates and achieve significant improvements in their productivity through key performance indicators and statistics.
✪ Oversaw the billing service including revenues, deposits, computer entry, converter control and customer service.
Charter CommunicationsSenior Representative
Jun. 2013 - Sep. 2013✪ Conducted routine audits of hardware and software on workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
✪ Provided support for the Customer Care Coach in the development of Customer Care Advisors through effective skill and knowledge transfer.
✪ Worked directly with technology vendors when necessary in order to ensure all hardware and software systems are running properly.
✪ Aided in disbursing and approving adjustments and account credits in accordance with policy. Strived for one-call resolution of customer concerns.
Charter CommunicationsBroadband Technical Specialist
Mar. 2012 - Jun. 2013✪ Responded to phone and email inquiries in an efficient and timely manner while providing excellent customer service.
✪ Assisted highly technical end users; developed and troubleshot their custom solutions.
✪ Met internal and external delivery milestones and ensured that client expectations are clearly defined and met.
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