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 History

Work History
Feb 2005 - Nov 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

Education
Jan 2013 - Jan 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

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