Time Warner Cable Inc.
Managed and trained a team of 25 - 30 inbound/outbound contact center employees
Conducted individual and small group training concerning service, billing, sales, support, and product knowledge
Conducted individual and small group training sessions in the areas of internal processes and procedures, software usage, communication, issue resolution, troubleshooting and sales
Identified areas of opportunity and administered corrective action including counseling, performance improvement plans and termination
Participated in process, quality and sales improvement initiatives, software implementation and conversion efforts, and community outreach events
Fulfilled the role of Manager on Duty (MOD) by coordinating with workforce management to ensure service level and staffing objectives were maintaine