Navigating Solutions is a nonprofit 501c3 organization that is committed to helping those with workforce challenges. Our audience is veterans, transitioning servicemembers and military families. We are here to help you Navigate a Solution through your workforce challenge and establish or re-establish a presence in the workforce.

•Developed and implemented a new reporting system for 10 executive leaders, improving reporting information accuracy and efficiency 35% throughout two geographical locations supporting 331 administrative agents and a customer population of over 300,000.•Collaborated with internal stakeholders to plan and execute training for over 331 agents when error trends were identified through quality control, resulting in a 20% increase in performance improvement and a 15% increase in customer… Show more •Developed and implemented a new reporting system for 10 executive leaders, improving reporting information accuracy and efficiency 35% throughout two geographical locations supporting 331 administrative agents and a customer population of over 300,000.•Collaborated with internal stakeholders to plan and execute training for over 331 agents when error trends were identified through quality control, resulting in a 20% increase in performance improvement and a 15% increase in customer satisfaction.•Managed the call monitoring system for Off-line Customer Support with over 11,000 daily customer calls ensuring customer satisfaction was achieved. Show less

•Accurately managed payroll Applications for 378 team members ensuring Paid Time Off (PTO), and Man-hours to include personal and Holiday time were accurately submitted during each pay period.•Analyzed daily Call Center statistics reports and key performance results, providing vital data for Spectrum offline Customer Managers and Supervisors across 2 locations (Riverview and Bradenton) enabling keen decisions to be made with accurate information.•Provided vital quality assurance through… Show more •Accurately managed payroll Applications for 378 team members ensuring Paid Time Off (PTO), and Man-hours to include personal and Holiday time were accurately submitted during each pay period.•Analyzed daily Call Center statistics reports and key performance results, providing vital data for Spectrum offline Customer Managers and Supervisors across 2 locations (Riverview and Bradenton) enabling keen decisions to be made with accurate information.•Provided vital quality assurance through database development and management for 4 managers, 26 supervisors, and 378 offline agents discovering irregularities and abnormal patterns that enabled a recovery of erroneous compensation. Show less

•Supervised 13 quality control dispatchers to ensure over 200 service & and installation technicians throughout New York City accurately managed payroll Applications ensuring Paid Time Off, and Man-hours to include personal and Holiday time were accurately submitted during each pay period.•Established and maintained open communication and good working relations with 7 departments to facilitate delivery and conduct performance evaluations for 3 direct reports for over 200 technicians in the… Show more •Supervised 13 quality control dispatchers to ensure over 200 service & and installation technicians throughout New York City accurately managed payroll Applications ensuring Paid Time Off, and Man-hours to include personal and Holiday time were accurately submitted during each pay period.•Established and maintained open communication and good working relations with 7 departments to facilitate delivery and conduct performance evaluations for 3 direct reports for over 200 technicians in the field of operation.•Provided career development, training, and mentoring for 13 team members directly contributing to a top 25% performance rating throughout the Country within Spectrum Communications. Show less

•Supervised & mentored 8 team members, maintaining and populating workforce staffing calendars and quota builds for over 1.4 million technical operation functions across assigned market areas to include the coordination of over 300 technicians.•Accurately managed payroll Application for 8 team members ensuring Paid Time Off (PTO), and Man-hours to include personal and Holiday time were accurately submitted during each pay period.•Hand-Selected as supervisor during manpower shortages… Show more •Supervised & mentored 8 team members, maintaining and populating workforce staffing calendars and quota builds for over 1.4 million technical operation functions across assigned market areas to include the coordination of over 300 technicians.•Accurately managed payroll Application for 8 team members ensuring Paid Time Off (PTO), and Man-hours to include personal and Holiday time were accurately submitted during each pay period.•Hand-Selected as supervisor during manpower shortages, managing 23 personnel within 2 departments providing both dispatch and quality control operations for over 5 million Spectrum customers throughout the NYC area. Show less

•Led a diverse workforce of over 400 personnel, both union and non-union, focusing on the effective and efficient management of quota availability and the routing of over 200 field personnel through the maximum use of all available applications and technology.•Managed quota for over 4 million Brooklyn, Queens, and Manhattan customer services. Providing signature home technicians for emergency and routine services and installations for an estimated $100M.•Provided supervision and… Show more •Led a diverse workforce of over 400 personnel, both union and non-union, focusing on the effective and efficient management of quota availability and the routing of over 200 field personnel through the maximum use of all available applications and technology.•Managed quota for over 4 million Brooklyn, Queens, and Manhattan customer services. Providing signature home technicians for emergency and routine services and installations for an estimated $100M.•Provided supervision and direction to 4 team members in support of over 200 field technicians. Accurately and meticulously assigned over 1600 daily work orders based on technician skill sets while maximizing quota availability to meet and exceed business goals for the NYC Market. Show less