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Summary

I am...

A Texas State University graduate.

A former Customer Care Supervisor with Time Warner Cable Inc.

Open to roles where my experience, education & interests will converge.

Work experience

Feb 2005Nov 2012

Supervisor

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

Education

Jan 2013Jan 2014

Bachelor of Applied Arts & Sciences

Texas state university

Studies focused on adult learning theory and application, learning technologies, curriculum development,  knowledge management and organizational communication. 

Graduated Summa Cum Laude, Dean's List Fall & Spring Semesters (2013 & 2014 )

4.0 GPA

Skills

Customer service
cable television
High Speed Data
Telephony
Google Apps
Mac OS
Windows
Learning management systems
Microsoft office
Sales
Training
Support
Learning Technologies
Camtasia
Instructional Design
Knowledge Management
Adobe eLearning Suite