Actively and consistently support all efforts to simplify and enhance the customer experience.Analyzes business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.Assists in business process redesign and documentation as needed for new technology.Translates high-level business requirements into functional specifications for the organization and/or vendors. Manages changes to such specifications.Negotiates agreements and commitments by facilitating communication between business unit(s) and/or vendors from initial requirements to final implementation.Works with business partners within one business function to align technology solutions within business strategies.Assists Project Managers in development of project plans and use associated project planning tools as needed.Conducts feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.Analyzes business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.Establishes specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.Collaborates with management in systems development and design.Develops test plans and coordinate software testing.

• Supervise daily activities associated with the Advanced Support Center team to provide advanced support and troubleshooting of core video, high speed data and digital phone customers, as well as any new services to be launched in the future • Interview, select, train, supervise, evaluate, schedule, motivate and discipline staff Set an example for others by demonstrating professional behavior, self-motivation, dependability, flexibility, a superior work ethic and team orientation • Ensure adequate staffing at all times• Develop and support sales skills and all associated sales activity for the team and department to ensure successful achievement of all sales goals• Insures that tickets, inbound phone calls, email and correspondence from division call centers, the CNOC, the GNOC, and others requesting advanced support are handled according to agree upon service levels and utilizing leading practice troubleshooting processes• Develop proficiency in the capabilities of and increase utilization of advanced troubleshooting tools, ticketing systems and techniques including, DOCSIS, Remedy, FAQ, Issue Trak, CMT, ICOMS, Hammer and Cable Edge• Report the activities of the team in an effective, accurate and timely manner Insure adherence to policies, processes, standards, work flows, procedures and improvement principles by working across departments and functional areas to remove barriers to customer satisfaction• Demonstrate and effectively utilize expert understanding of technical troubleshooting techniques and complete, in-depth knowledge of cable television products and programming

• Motivate and guide Wireless Care Representatives to positively impact team performance.• Supervise and ensure the smooth activity of the call center floor.• Various documentation, including employee counseling and evaluating.• Maintain payroll accuracy.• Proactively call back customers who indicate they have had an unsatisfactory experience.• Coach and develop representatives to ensure all Quality and adherence goals are met on a daily, weeklyand monthly basis.• Manage customer interactions to ensure mutually beneficial resolutions in escalated situations.

Negotiated contracts with Master Agents to secure operational agreements with multiple high level clients Set the strategic vision for customer operations and implemented business plan goals to ensure operational effectiveness Identified key revenue streams and designed processes to maximize profitability across those streamsDeveloped streamlined processes to maximize efficiency and increase productivity

Developed and executed sales processes to increase productivity, maximize revenue, and drive profitability.Identified revenue streams and refocused sales strategies to maximize profitability of all customer interactions.Achieved 402% sales growth within thirty days.Directed a sales team of 7 Sales Supervisors and 105 Sales agents across multiple verticals.Manage relationships between Venture Group and vendor call centers. Process and sanitize lead files for all verticals. Designed and implemented processes and programs to automate the lead sanitizing process. Developed sales strategies and processes at TelNet to facilitate growth and profitability at vendor centers. Researched new markets for expansion of existing verticals.Generated new business by leveraging relationships with established industry contacts.

Increased revenue on AT&T campaign by 240% within 45 days.Responsible for coaching, development and support for up to 30 direct reports.Improved campaign attendance by 27%.

Assisted in various call center projects focusing on retention and new hire analysis.Successfully graduated 97 Business Care Representatives and 18 Technical Support Representatives.Trained and certified to train Business End User Care, Small Business End User Care, and Technical Support.

Developed and implemented cross-departmental processes to increase efficiency, reducing departmental cost by 5% annually.Responsible for the development and mentoring of new supervisors.Responsible for coaching, development and support for up to 43 direct reports with a 99.3% retention rate.