Base Management for DIRECTV Satellite and Stream product. Creating and implementing campaigns that can reduce customer churn and provide price value for our existing customers.

Lead Marketing Manager for the Base Management team. Creating campaigns that increase satisfaction with the current customer base. Develop and strategize various campaigns that aid in delivering price value to our customers.

•Lead the on boarding and off boarding of authorized dealers, including management of ID requests, contract documentation and retail operational systems•Monitor and identify red flags on payment files and records in retail operational systems to ensure authorized dealers are being paid correctly•Ownership for resolution of payment disputes for all authorized dealers within scope of responsibility•Facilitate and manage the executive customer escalation process, including resolving customer billing issues in partnership with Account Executives•Communicate and interact with all authorized dealers and other cross-functional departments within Charter on behalf of Retail Operations management•Collect and analyze authorized dealer performance data and incorporate results into dashboards, presentations and summary reports as needed•Responsible for the design, distribution and presentation of retail data/trends to Retail Management•Perform other duties as requested by Manager

Responsible for managing the resources required to meet the service level standards of the center. Develop a comprehensive scheduling plan to coordinate all off-phone activity including team meetings, Supervisor coaching sessions and training's. Responsible for administering shift bids and partnering with the National Planning team to develop shifts that improve customer satisfaction and Contact Center efficiency.• Actively and consistently supports all efforts to simplify and enhance the customer experience• Utilizes scheduling software to determine the proper shift coverage by adjusting center resources to accommodate changes in call volume / service activity or resource availability• Assist in administration of Contact Center shift bids and exception time scheduling by utilizing the Workforce Management software (Aspect eWorkforce software)• Assists in the management of Overtime and Voluntary Time Off (VTO)• Optimize break and lunch scheduling to efficiently staff Contact Centers• Manages benefit time accrual accounts in the Workforce Management software as well as establishing thresholds and planning for both scheduled and unscheduled absences • Monitors call volume and statistics to ensure adherence to Scheduling and Service Level metrics• Acts as a Contact Center liaison regarding Workforce Management practices and initiatives• Updates Contact Center Operational Leadership on staffing issues, performance measures, and call statistics• Provides input on forecast projections and staffing requirements• Maintain eWorkforce Management database

·-Analyze key performance reports for impacting trends to Sales Performance within our Sales Channels. Based on these findings determine the training tactics needed to correct sales performance positively. Tactics may include but are not limited to creation of Sales Aids, Huddles, product and/or policy review.·-Proactively identify challenges to the sales process, training and operational policies. Present recommended options for resolution to Manager of Sales Program development. ·-Review business related topics to stay current on procedures, policies, product changes, campaigns, competitors and industry related information.·-Accurately track training sessions and communicates results to management through online tools.·-Responsible for partnering with local leadership to create and identify supervisor level action plans based on the sales performance of their respective teams.·-Responsible for providing regular updates on key sales enhancing programs to the Manager of Sales Program Development including recurring reporting as well as written and oral presentations.·-Responsible for partnering with the local Sales Training team to ensure implementation and integration of existing training materials and any newly developed sales enhancing initiatives. ·Partnered with Learning and Development team to facilitate the training of the SPP launch to the call center agents. Facilitated the new order entry and pricing structure for four weeks, and provided support for all cable stores in the Southern California area both personally and virtually.·-Provide clear and concise communication to various levels of the organization.·Attend weekly team meetings and provide support for the sales coaches across the enterprise.·Provide weekly updates on gift card budgets, as well as ROI reports on the impact that gift cards have on leads for multi dwelling unit installs.

· Develop monthly and weekly, and daily incentives in order to help push performance and meet monthly goals as well as presented the monthly incentives to upper management for approval and then subsequently to the floor upon approval.· Manage the monthly budget within the department, ensuring that all money is appropriately spent and accounted for with regards to incentives, supplies, meals, and other ad hoc events and expenditures. Managed gift cards with regards to ordering, delivering, and reconciling within the required timeframe.· Submitted expense reports for director, as well as assisted with travel arrangements. · Created templates for daily reports which displayed WoW performance, breaks up performance between English and Bilingual, as well as informing the floor where they stand fiscal month to date within certain metrics (EZC, Completion Rate, CSAT, etc.) These are sent on the daily to management as well as the call center floor· Planned the quarterly Directors Luncheons for the call center. This entailed generating the report to choose the top performing agents for the quarter, securing a location and creating a menu, and ordering the awards and creating certificates to recognize all of the top performers in the center. · Aided operations manager with shift bids, optional shift slides, and with the second wave of work at home agents for Van Nuys

• Evaluate the return on investment (ROI) for all dollars spent on incentives and be able to draw a parallel to increased productivity. Typically this can be tracked through correlations being developed between productivity (score card results) and dollars spent on incentives.• Educate and motivate the management team, supervisors and agents on all incentive programs offered in the center. Communicate national and site level incentive programs in a timely fashion. Motivate the team to see the correlations between the dollars spent on incentives and the desired behaviors TWC is to reward.• Initiate incentive programs for customer care employees. Sell new ideas regarding incentives to the management team. Create recommendations that can be presented with a strong understanding of the business relationship between ROI and the agent/supervisor behaviors that TWC rewards.• Network with others in the cable industry to be able to fact find best practices regarding incentive programs.• Benchmark best practices regarding incentive programs. Develop new incentive programs that will drive revenue generation in advancing the business forward. Sell benchmark practices to management and implement.• Event Planning – plan the quarterly Directors Luncheon as well as other events as needed within the call center.

Work Performed: Running the branch, training and managing employees. Customer Service, answering phones, keeping up to date on fleet maintenance, market current accounts in order to keep their business as well as search for new account leads to build new business relationships, open and close, collecting on branch debt, working with branch income statements helping to cut costs and ensuring that past debts have been paid, training employees and working on improving sales for the branch, working in sales with the products and services offered by the branch

Work Performed: customer service, make change for the customers, balance drawer at the start and end of shift, Safeguard casino bank roll, Count and verify all cash transactions in the cage, Exchange customer chips, coin, tokens and tickets for cash, Cash POS checks upon approval of credit and proper identification, Issue fills and credits to table games as well as jackpots and hopper fills to electronic gaming devices, Ensure Title 31compliance in accordance with PR&C policy and federal regulations, Provide back up coverage.