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fACILITATOR @ CHARTER COMMUNICATIONS
Colorado Springs, CO ? OCT 2013 – CURRENT
§ Collaborates on logistics both in and outside of the classroom to ensure fluid delivery
§ Partners and establishes relationships with key stakeholders to meet call center needs
§ Prepares for, evaluates, organizes and facilitates learning and development to call center agents and leaders
§ Cultivates employee advancement with a focus new leader development
§ Coaches to individual and organizational behaviors
§ Leads projects from design through implementation
§ Evaluates training materials to create and escalate supplemental modules to fill content gaps and drive performance
§ Driven by change with a focus on finding solutions to challenges
§ Manages the classroom and partners to overcome challenges
§ Solicits feedback and adapts content and facilitation based on participant, peer and leader evaluation
§ Skilled in engaging participants equally across virtual and in person platforms
§ 10 years’ experience applying customer service principles, practices and procedures
cUSTOMER CARE AGENT @ TIME WARNER CABLE
Colorado Springs, CO ? NOV 2009-NOV 2013
[Facilitator INTERN @ TIME WARNER CABLE]
[SUPERVISOR INTERN @ TIME WARNER CABLE]
§ Care Employee of the Month for Cycle 11, 2011.
§ Mentored new hire care agents for 3+ years in the role of CSR4
§ High performing CSR and content matter expert, often utilized as SME for the Training and Communications departments
§ Took part in a successful quality assurance pilot program
§ Created of the title for the program which was selected, and subsequently branded company-wide as “Compass”
§ Provided feedback in numerous focus groups across the company, including representing the COS Call Center in multiple focus groups with regional VPs
site CO-director @ THE FUND FOR PUBLIC INTEREST
Denver, CO ? 2008 – 2009
§ Opened and co-directed a Presidential Campaign office in Colorado Springs after less than 1 month in the position
§ Recruited, trained, supervised, and processed payroll for 20+ staff over 4 months
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