Whitney Weeks Email & Phone Number

Riverview, Fl

Riverview, Fl

• Worked on project teams to standardize back-office processes and process improvements across three merging nationwide MSO's• Transitioned and centralized back-office work across multiple national teams and locations• Developed processes and training for a new organization to streamline company efforts in back-office customer service and billing related tasks• Performed gap analysis, tested, and implemented solutions to successfully fulfill business requirements for back-office… Show more • Worked on project teams to standardize back-office processes and process improvements across three merging nationwide MSO's• Transitioned and centralized back-office work across multiple national teams and locations• Developed processes and training for a new organization to streamline company efforts in back-office customer service and billing related tasks• Performed gap analysis, tested, and implemented solutions to successfully fulfill business requirements for back-office customer service tasks including, mail fulfillment, billing audits, account changes, and account research• Elicited, documented, and worked to implement business requirements for multiple projects including work-flow management, automation, and standardization of company policies• Developed and maintained process library and knowledge management for Charter Communications back-office customer support organization Show less

Riverview, Fl

- Process development and improvement- Documentation- Training and coordination of support for service integrations- Quality Assurance - Analysis of KPI's- Business operations assessment- Continual service improvement - Support and deployment of ITIL best practices

Riverview, Fl

• Developed and improved processes for various departments and organizational teams• Created and maintained training material and curriculum for the BHN Network Operations Center • Drafted and maintained Methods and Procedures library for the BHN Network Operations Center• Performed departmental assessments and delivered business improvement recommendations • Performed User Acceptance Testing and coordinated new technology integrations into the NOC support model• Reviewed… Show more • Developed and improved processes for various departments and organizational teams• Created and maintained training material and curriculum for the BHN Network Operations Center • Drafted and maintained Methods and Procedures library for the BHN Network Operations Center• Performed departmental assessments and delivered business improvement recommendations • Performed User Acceptance Testing and coordinated new technology integrations into the NOC support model• Reviewed Key Indicator Reports and analyzed integral team and business performance metrics• Developed and maintained the BHN NOC Service Catalog• Supported the deployment of ITIL standards into BHN NOC Operations• Assisted in the development and implementation of the BHN NOC Incident Tracking Quality Assurance program Show less

Riverview, Fl

• Performed incident management for critical outage situations across multiple service platforms (VOIP, Digital Video, Core Network, Critical Infrastructure, etc.)• Performed fault management and backbone network monitoring using industry leading toolsets• Managed high priority conference bridges and delivered sensitive information to senior management, directors, and VP’s

Tampa, Fl

▪ Wrote technical and descriptive invention summaries▪ Performed preliminary patent searches▪ Edited and composed technical writing pieces for invention assessment reports▪ Performed copywriting

Brooksville, Fl

▪ Delivered, cased, and scanned mail on a high volume route▪ Handled accountable mail such as Insured, Registered, and Express▪ Interacted with and serviced postal customers daily

Brooksville, Fl

Collated and filed client cases