Christy C. Email & Phone Number

Hilliard, Fl, Us

Jacksonville, Florida, United States

Riverview, Fl

*Charter Communications acquired Brighthouse Networks in May 2016; Brighthouse Networks employees formed a division within the new company*Proactively monitor the cable plant for service interruptions and reducing customer impact time byeffective triage of events and fix agent engagement.Key Contributions:*Evaluated new diagnostic tools and processes, providing usability feedback impacting company-wideimplementation.*Increased co-worker content knowledge by creating reference guides for new tools and processes*Trained new hires on operational processes to assist with acclimation in their new roles to includelevel one reps and low level supervisors.

Riverview, Fl

Train new hires on department best practices and provide remedial training to current employees toimprove overall effectiveness.Key Contributions:*Strengthened outage management through proactive work load monitoring and adjustingassignments during high volume, in addition to identifying and developing personnel strengths*Established and delivered training curricula for new hires, significantly improving their jobknowledge and initial productivity by 60%*Achieved an average 10% - 15% increase in individual productivity through recurrent training ofstaff and quality assurance evaluations*Analyzed, updated and implemented process improvement documentation creating an environmentof consistency and accuracy*Improved accuracy and reduced inefficiency within the department through the creation of job aidsand templates utilized for staff development, record keeping, and monthly status evaluations*Achieved and maintained the highest rank among department Leads, managing a team of 10employees, while completing 60% of the daily work load shared between three shifts

Tampa/St. Petersburg, Florida Area

Proactively monitor cable plant integrity minimizing service impact with identification of failures and proper fix agent engagement.Key Contributions:*Developed and maintained key relationships at several organizational levels, strengthening interdepartmental communication*Assisted with the implementation & evaluation of new diagnostic tools, providing usability feedbackand training*Created & presented the proposal for a Departmental Trainer used as the foundation to establish aformal training program

Tampa/St. Petersburg, Florida Area

Effectively manage technician’s daily work assignments minimizing service impact and fostering greatercustomer gratification. Key Contributions* Reduced call handle time by creating a single point of reference for all departmental processes and instructional documentation. * Established a One-Call Resolution culture within the department, reducing the time required to resolve customer issues and improve customer satisfaction by providing front line staff with the phone support needed to resolve account discrepancies.

Christian Leadership & Management, Business Administration And Management, General

Working On Associates In Broadband Leadership, Leadership

Working on my Associates in Broadband Leadership

Aviation

Completed Aviation Ground School