Conexon works with Rural Electric Membership Cooperatives to bring fiber to the home to rural communities.

Operations Specialist

Responsibilities:• Monitor FCC compliance by reviewing every quality control call• Identify and Report previously undefined USOC codes• Scrub every order submitted – validating features, freezes, and address validation and sending orders back to the vendor for review if applicable• Completing DSL loop qualifications via LEC interfacesAccomplishments:• Highest productivity July – February• Process documentation created for time submission• Effectively cross trained as a back-up for problem orders and vendor questions

Project managed the COM Quality Program by maintaining the Quality Scorecard for offshore vendor improvements using excel to present graphical and analytical data.Use Quality Scores to identify points of pain, process and system gaps via weekly conference calls, live meetings, and calibration review. Administrator and main point of contact for all Sprint/Ericsson Quality Groups/Users for Sprint Tools (Sprint Tools is a web based GUI used for our Quality Program).Accomplishments:Our Offshore vendor has consistently maintained an Error Free Rate of 97%, and an Actual Quality Score of 99% per their contract since September 2009. Helped the Access Group set up a true Six Sigma based Quality Program, sharing lessons learned within transformation from a domestic group to an international group.Assisted and implemented a quality program for our COM Audit group.

Developed a template for Executive Scorecard to document Quality Metrics for upper level review and financial impacts of rework, while partnering with key internal and external stakeholder teams to review Quality Metrics.Use Quality Scores to identify points of pain and process gaps, by meeting with Cable Order Management and 911 Teams to review observations resulting from Quality Control Evaluation results. Based on those results, document action plans, create or enhance M&Ps, and/or hold additional training classes. Partner with internal and external departments for the initiative to use an Offshore Vendor to provision orders. Accomplishments:1 of 230 participants selected from an employee base of over 12,000 to participate in the Build a Bench Program, a program designed to develop leadership abilities.Reduced Time Warner Cable Los Angeles Market rework by 20% from July to December 2007. This was accomplished by identifying process gaps, and review of Quality results on a weekly basis.Working with offshore vendors to provide SME support and identify points of pain and process gaps. This increased quality results by 26% in a four week period.

Partner with key internal and external stakeholder teams to conduct Root Cause Analysis for Service Level Agreement misses on a weekly basis, and report via operational scorecard and operational review decks.Partner with Cable Partners and internal stakeholder teams to identify ways to reduce rework associated with supplemental orders, internal revisions, and trouble call tickets by 10%.Expanded balanced scorecard for COM to define balance of metric definition for operations, customer, financial and employee.Accomplishments:The cable partners I directly supported always operated within SLA agreements; as a result no remedies were paid to those cable partners because of SLA misses.Documented and developed various processes for the new executive scorecard metrics.Worked with internal customers to design new reports for tracking customer call tickets, and internal Local Exchange Carrier (LEC) management.

Support all line provisioning for Massillon Cable and NPG Cable including order provisioning and maintaining internal and external SLA's. Open tickets internally for in house systems, and externally with LEC's when necessary.Provided customer call support for NPG and Massillon Cable.Accomplishments:All SLA and SLO (Service Level Operational) requirements met for NPG and Massillon Cable.Promotion from Provisioner to Business Analyst in less than the required year.Trust gained from NPG and Massillon that all issues will be handled professionally.

Support all Billing activities for all Residential and Commercial Customers.Assign new lines for Commercial Customers using the Number Management System.Create Process Documentation for all Billing Support.Ensure 911 was routing to the correct location. Accomplishments:Promotion from residential billing only to complex commercial billing.Created Documentation of all Billing Processes.Trained team in Emporia to handle complex billing situations.

Maintained all inventory for 85,000 Square foot warehouse.Coordinated with Receiving, Production, and Purchasing Supervisors to maintain product availability. This was accomplished by maintaining the Call Down Desk for Production.Equipment Operator during overtime and peak production times to maintain customer commitment.Accomplishments:Reduction in cost of inventory loss by 7%.Productivity was increased due to a change in job structuring I made within my team, by assigning specific jobs to certain high productive individuals.