career objective                              

customer-focused dispatch supervisor eager to continue to contribute outstanding communication, coordination, and leadership skills toward supporting the employer in optimizing operational and financial performance

profile                                                

ø  offer numerous years of supervisory experience and hands-on background in installation coordination and providing customer service with cablevision

ø  facilitate a client-focused, service-oriented environment vital to maximizing customer satisfaction and retention; successfully address and resolve escalated customer issues

ø  strategically plan and coordinate workflow and human resources for optimal coverage while containing labor costs

ø  successfully build, train, and lead top-performing support teams; conduct formal annual reviews and provide ongoing guidance to increase staff productivity, contractual compliance, work quality, and employee morale and retention

ø  serve as liaison and maintain open lines of communication between internal divisions as well as corporate management

ø  dynamic organization, prioritization and time management skills; consistently achieve critical deadlines and quotas while maintaining high quality standards

ø  ensure compliance with safety and contract guidelines

 

~ key achievements ~

• led njn dispatch to rank as #1 dispatch call center for 8 consecutive months in 2009 and continue to occupy top-performing position
• organized a broad range of department-wide events to encourage team-building and increase employee morale at minimal corporate cost; coordinated breast cancer awareness month, sports jersey day, luau day, bbqs, and baby picture contests
• managed approximately 25 dispatchers and 3 supervisors for the oakland / bergen dispatch team as well as all operations for walk-in centers at the wiz stores and additional locations; maintained after-hours availability to resolve any unexpected issues
• prepared and administered separate budgets for dispatch and walk-in centers; ensured proper allocation of funding and instituted actionable cost controls to support maximized profitability
• led highly successful crew of 10 cable technicians during critical de-unionization transitional phase; as field service supervisor, team was granted best performing crew award on two separate occasions
• as installation supervisor, directed 7-member staff in coordinating and supervising up to 100 installation contractors responsible for 700-1000 jobs per day
• pioneered multiple safety, quality, and operational improvements c created installation quality control card to assess installer performance based on customer feedback, developed grounding tag to prevent field hazards caused by accidental removal of grounding, and designed the information communication unit (icu) weekly notifications to facilitate internal communications

 

continued

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professional experience                

cablevision, oakland, nj                                                                                               1978 c present

dispatch supervisor (2002 c present)

field service manager, dispatch & walk-in centers (2000 c 2002)
field service supervisor (1998 c 2000)

installation supervisor, ua columbia / united artists cable (1981 c 1998)

installation coordinator, ua columbia (1979 c 1981)

customer service representative, ua columbia cable tv (1978 c 1979)

• progressed within company to attain current position responsible for directing 50-member team including 10-12 dispatchers charged with coordinating, supporting, and supervising more than 300 technicians and contractors  responsible for providing courteous and timely installations and servicing for growing customer base throughout the region
• expertly route installation / service orders and develop field schedules  in line with business needs and available resources; ensure compliance with all sla requirements
• effectively manage outages and escalated customer issues; follow-up on outstanding issues and achieve superior levels of customer satisfaction
• play an integral role in shared administrative functions, including eta/go-back board, quota requests, ov/ool inquires, reporting on dispatcher phone compliance, and excel-based tc scrub reporting
• manage aspect phone system and schedule staff to proficiently respond to 1700-2200 inbound calls daily and to initiate client, technician, and support center calls as necessary
• serve as a mentor and work closely with personnel to identify and address product, procedural, and safety training needs
• provide annual reviews and constructive feedback, motivate team members to continually improve performance and productivity, and consistently meet corporate goals and quotas
• previous supervisory experience includes developing and administering multi-million-dollar budgets, performing banking and invoicing functions, reconciling work orders, visiting contractor locations, and supervising administrative and billing staff

education                                           

johnson state college, johnson, vt

studies in business management