K. Nesbitt

Military Experience

South Carolina Army National Guard  1992 - 2000

Rank: E4 (Specialist)

Summary

Business professional with 10yrs of telemarketing, call center, support, and operations management experience. I have a track record of consistent success in achieving cost, productivity, and delivery goals, and  the abilty to guide and lead highly skilled, cross functional teams. Effective analyst, problem solver, and communicator.

Core Competencies:

  • Coaching/Training and Development
  • Project Planning & Scheduling
  • Team Building, Mentoring & Leadership
  • Operations & Process Reengineering
  • Problem Solving & Change Management

Certificates

University of South Carolina, Darla Moore School of Business

Supervisory Skills for New Supervisors / Communication Strategies to Improve Performance / Leading and Facilitating High Performance Teams / Time Management

Midlands Technical College

Project Management / Advanced Supervisory / Editing and Proofreading / Giving and Receiving Useful Feedback / Dynamic Public Speaking / Conflict Management and Mediation / Business Grammar / Business Letter Writing / Personal Strategies for Navigating Change / Identifying Work Priorities and Setting Verifiable Goals / Project Management Fundamentals / Proactive Listening Skills

Fred Pryor

How to Supervise People

Skill Path

Excelling as a First Time Supervisor or Manager / Dealing Effectively With Unacceptable Employee Behavior

Time Warner Cable

Leadership Development Series / Coaching for Improvement / Supervisor Training / Essentials of Management

National Cable Training Institute

Troubleshooting Advanced Services / Understanding Voice and Data Networks / Computers and Broadband Modems / Advanced High Speed Data Customer Service / High Speed Data Customer Service / Excellence in Customer Service

Work History

Work History
Nov 2008 - Oct 2009

Consumer Sales Associate

AT&T
  • Worked in a call center environment answering and average of 100 calls per day.
  • Resolved customer complaints and service issues.
  • Sold home phone services and affiliate products (DSL, DTV, cell phones, Dish).
  • Maintained average sales goal of $500/day 
Apr 2004 - Apr 2008

Manager, Business Class Operations / Sales Support

Time Warner Cable

  • Project Manage post-sales operational processes including: order entry, construction, installation, technical support, customer care, collections, invoicing, etc.
  • Supervise and mentor a team of Sales Associates and lead them in account and career development 
  • Provide client with post-installation reporting and key analysis to evaluate program success in meeting objectives 
  • Project manage complex, longer-term campaigns to ensure customer satisfaction of services delivered  
  • Engage with Account Director/Executive/Sales Associate/client to ensure proper transition pre-launch  
  • Deliver on all role-specific accountability metrics and goals
  • Supervised 150+ direct/indirect reports and satellite locations
  • Local escalation interface to Time Warner Cable Global Network Operations Center (NOC) and Region.
  • Local Project Manager for Regional and National accounts for Metro Ethernet builds.
  • Reports on installation and customer service statistics (ex: NPS results, weekly/monthly install report).
  • Resolve Business Services customer escalation issues
  • Managed Commercial Installation Contractors
  • Hiring, training, mentoring, performance reviews, and corrective action of employees
  • Ensures managers and project management staff effectively manage the delivery of quality solutions to meet the customer's needs on time and within budget
  • Plans and coordinates with internal and external supporting organizations to deliver business unit solutions
  • Recognized as subject matter expert in multiple areas of the business
  • Oversees management of vendor and supplier relationships for projects
  • Develop timely reports for both internal and external uses, regarding progress, corrective action, scheduling, and budgeting.
  • Build historical data on delivery performance over multiple projects 
  • Supervised Technical Support Team and use of Remedy, Eventrak, and Closetabs ticketing systems.
Jun 1999 - Apr 2004

Supervisor, High Speed Data Technical Support

http://www.timewarnercable.com
  • Supervised a technical support staff of 22+ people.
  • Assisted in the interviewing, hiring, scheduling, and training.
  • Maintain full audit of employee measurements; and created reference data for new and improved standards.
  • Developed a culture of high energy and moral by creating events within the company budget. 
  • Remained up to date with new technology and passed it along to my team.
May 1998 - Jun 1999

Customer Service and Sales Rep.

http://www.timewarnercable.com
  • Worked in a call center environment answering and average of 100 calls per day.
  • Resolved customer complaints and service issues.
  • Sold cable services and products.
1996 - 1998

Supervisor, Telemarketing

Inter-Media Marketing
  • Supervised a telemarketing staff of 10 people.
  • Exceeded a sales goal of 25 sales per hour.
  • Created and maintained reports to reflect the hourly and daily performance.
  • Ensured quality calls were made through daily monitoring

Education

Education

Skills

Skills

Computer Knowledge

Computer Skills / knowledge for the folowing applications/programs:   Excel, Word, Power Point, Publisher, AS400, ICOMS, Remedy, Closetabs, Kronos, PeopleSoft, Access, DOCSIS, Eventrak, ROS, RNS