Charter Communications

Project Manager

Spectrum

•	Specialize in performing pre-sales and order entry activities for complex service orders for a specific line of business.
•	Work directly with partners and/or customer to ensure the efficient execution of service implementation within expected time frames.
•	Manage efforts with other internal departments to ensure Service Level Objectives are completed by predetermined time frames.
•	Investigate and resolve complex issues or problems related to complex orders, and other assigned initiatives or projects.
•	Provide clear and concise communication to various levels of the organization.
•	Responsible for issue resolution or escalation in a timely manner.
•	Develop and maintain order monitoring based on tasks, goals, and time frame requirements. Serve as contact to the sales organization, partners, and other boundary partners to answer questions and resolve issues.
•	Consistently perform all duties and responsibilities according to production and quality standards and provide high quality customer service.

Sr. Enterprise Order Management

JPMorgan Chase & Co.

•	Proactively identify emerging fraud trends and escalates as appropriate.
•	Performed routine account activity reviews of high-risk transactions using Customer Assist., TASER, CMM and other Chase applications.
•	Researched customer purchase history to determine valid transactions.
•	Mitigated losses to the bank by blocking debit cards and collaborating with other departments to restrict accounts—all with minimal inconvenience to the customer through a high fraud detect rate of ~95%.
•	Conversed with customers (inbound & outbound) to verify transactions and provide great customer service.
•	Responsible for using multiple Chase applications to determine the appropriate action(s) to restrict account, block card, etc.
•	Filed claims on behalf of customers, as necessary.
•	Ensured that case files were accurate and complete with all appropriate dispositions.
•	Ensured that regulatory, legal, bank and audit requirements are met.

Risk Operations Analyst I

Cox Communications

•	Meticulously reviewed/modified daily workload requirements and assigned tasks to ensure effective use of resources.
•	Monitored the location of field personnel and developed approximate time schedules, found assistance for field personnel, and reported any discrepancies in production to team leaders.
•	Dispatched and routed technical field personnel via radio or telephone for various customer needs.
•	Maintained logs, reports, and other pertinent information on customer service calls and outages.
•	Professionally took calls and addressed internal /external customer needs and concerns.
•	Saved company money by pre-calling customers to confirm appointments, avoiding unnecessary use of company resources.
•	Invaluable assistant for Team Leaders by helping with field personnel work assignments and job priorities.
•	Read, deciphered, and responded to thousands of company and customer emails. 
•	Analyzed budget forecasts and provided productive feedback for improvement.
•	Detail orientated worker specialized in correcting customer debit/credit transactions.
•	Advised and informed customers about services, custom-fitting upgrade packages to meet their needs.
•	Performed critical customer follow-ups to ensure complete satisfaction of service.
•	Strong team communicator stood side-by-side with leaders, shared department statistics

Dispatcher

Unique and extensive background in the telecom industry spanning over 15 years. Holistic experience including both residential, business class, & enterprise including billing, dispatch and Order Management/Sales Support with Spectrum, Cox and TWC

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