Robert Fountain Email & Phone Number

Riverside, California, United States

City Of Industry

Cerritos, Ca

Manage one of the three SMB Sales Support groups that performed inbound scheduling, complex order entry, and phone provisioning for the West Region for Spectrum Business. Authored the functional prototype of a Sales Support Score card measuring 6 KPIs over a one year period used company wide.  Managed the Tiger Team during the DTA migration project for San Diego and Desert Cities resulting in the successful upgrade of over 500 locations. Achieved and exceeded performance goals during the TWC/Charter merge into Spectrum Business by 15%. Increased inbound queue performance by 30% despite reduction in headcount by 25% after departmental reorganization.

Orange County, California Area

Manages the Provisioning and Confirmation and MAC-D teams that serviced BCP and MAC-D needs for the Pacific West Region of Time Warner Cable Business Class. Supervised, led, and developed 14 employees on two separate teams.  Helped develop early departmental reporting formats, processes and practices. Project Managed in the testing, training, and deployment of new products and services such as, Complex Directory Listing, BCM, BCP 2.0, MACD 5.0, etc. Led the creation, training and deployment of the MAC-D team including its essential work flow as well as its methods and procedures. Assisted in the creation, development and management of the Platinum Team, and the Operations Service Center, (Business Class Dispatch).

Orange County, California Area

Regional/Division Operations Supervisor for Voice ServicesManaged the Provisioning and Confirmation department that serviced VOIP Digital Phone needs for the LA-South division of Time Warner Cable.Achievements- Supervised, led, and trained 15-25 employees - Supervised phone support via call center queues, e-mail, and intranet chat for entire LA-Region.- Led the department through a new system implementation that resulted in the most successful data migration across all divisions nationwide. - Created an effective staffing projection chart allowing efficient use of staffing hours which resulted in the reduction of overtime and fiscal savings on the operational budget. - Developed a weekly report from the order management system, providing valuable feed back information to customer service and technical operations that was implemented and automated across the Region.- Maintained operational readiness by providing team and individual training to increase departmental effectiveness by 15% annually. - Created a cross-training and liaison program between the different Digital Phone functional groups such as customer service, technical support, dispatch, and installation to improve communication, understanding and product knowledge

Education record

Associate'S Degree, Business Administration And Management, General