Amy Teeter Email & Phone Number

Loveland, Oh, Us

Cincinnati, Ohio, United States

I am proud to Manage an Operations Specialist team of 4 people leaders and 48 front line Specialists supporting physical network Repairs and Maintenance for the Kentucky and Ohio HFC Spectrum Network.I strive to develop and ensure compliance with department and enterprise policies, procedures, and practices.I am leader of people leaders who provide leadership and direction on; hiring, coaching, training, and feedback in a timely manner to ensure employee performance improvement and development.I continuously collaborate with leaders of cross functional groups to successfully meet shared business objectives.I am an active contributer in corporate development projects of system enhancements for performance reliability. I help identify ways to improve customer experience and increase effectiveness of the field maintenance workforce.

Cincinnati, Ohio, United States

Modeled consistency during the transition of trouble ticketing system. Educated agentson best practices resulting in an easier transition from Legacy Tools. Worked with boundarypartners in Construction and Inside Plant to develop Change Managment Training.Collaborated with enterprise leadership on monitoring software development, best practices, and enhancements.Staying in constant contact with software product owners for end user feedback and concern.Build documentation for process change and guidelines for team communications.Build weekly scheduled assignments. Develop agent’s skills on specific duties such as technician routing and proactive work. resulting in lower repeat incidents.Champion of change during the Charter Communications acquisition of Time Warner Cable.

Cincinnati, Oh

Managed Lead desk to include scheduling, defining lead performance standards, implementing anew scorecard to improve overall performance.Collaborated with the Midwest leadership team to standardize processes within Tier 3 during thevirtualization of call routing in the Midwest Market.Encouraged employee development and mentorship during coaching, resulting in building a stronginternal support structure.

Compiled and analyze daily high trouble call reports, quality monitoring and service level reports

Worked with all aspects of cable installation and troubleshooting while specializing in residentialHSD support and Digital Phone service.Excelled at customer service through education and exceptional trouble resolution.

Awarded for installation and maintenance of combat signal support systems under high levels ofstress in combat situations.Demonstrated to end users basic skills on internet, email, and virus protection resulting in fewernetwork problems and trouble tickets.Supported and organized the deployment of the 82nd Aviation Brigade Communication CommandCenter overseas during Operation Iraqi Freedom.