Driven, capable and hardworking road-based Cable Industry Executive with a background rooted in the areas of operations, training and Human Resources. Skilled in seamlessly fostering relationships with clients and colleagues at all levels. Proven work ethic, paired with superb service delivery and decision making skills. Aim to deliver clear communication with a sense of strategic direction. Swift learner, able to absorb new ideas and thrive under pressure in a fast-paced, high-pressure setting. Pursuer of career progression using competencies and talents in a diverse array of roles. Fuel operational impact in order to support business and performance objectives. Sustain an environment conducive to creative thinking, diversity and professional development. Call on innovative processes to bolster operational sharpness. Currently oversee all functional training teams for the fourth-largest national cable company, serving over 4.6M subscribers. Exude a high level of confidence in seeking a career that will offer longevity and advancement opportunities in a Director of Vice President capacity with a recruitment and training focus in a cable company setting. Also open to other sectors that allow for showcasing of HR skill sets.

People Integration | Human Resources | Project Management | Process Improvement | Field Operations Management

Call Centers | Training & Development | Organizational Growth | Interpersonal Communication | Relationship Building Leadership | Customer Service | Time Management | Organization | Problem Solving

         Worked through the company s acquisition of Suddenlink and Cablevision by Altice USA to lead all functional training for Care Center and Field Installation positions across the Altice domestic footprint

         Work in conjunction with legacy Cablevision peers to standardize processes and sync the platform

         Lead recruiting functions for the Care Center, Field Operations, sales and B2B sectors

         Introduced and currently use a Call Center Virtual Training model to train talent and streamline head count; program has saved $200K to date

         Headed operations for the Learning Management Systems (CSOD) for the Learning and Performance platforms

         Introduced and set into motion an online performance evaluation method

         Commenced the use of virtual learning communities through the LMS to enhance learning across the organization while connecting a diverse employee base disbursed across various regions

         Overcame geographical challenges to coordinate the uniquely distinctive functional training and recruitment teams

         Served prior to the acquisition to oversee the Leadership Curriculum for all exempt leaders

         Skillfully negotiated vendor contracts to uphold fiscal soundness while teaching others how to follow suit

         Handled inbound Care Center functions for over 100K subscribers throughout the West Region in AZ and CA

         Developed a seamless inbound call flow into Account Services and Technical Support for all clientele

         Bolstered customer satisfaction levels by working in conjunction with Field Operations to blend Call Center and Field functions; collectively improved NPS scores by producing a self-sustaining sales environment

         Attained or surpassed service-level objectives month over month in the areas of Account Services and Technical Support

         Directed quota attainment efforts across all regional markets, including managing the workforce management routing system for 4.5K team leaders

         Coached Supervisors during change management endeavors; guided them in effectively managing a team that worked across numerous remote locations

         Led audit and performance improvements within the program, in order to achieve system acceptance and boost performance

         Created an impressive 24X7 outage management team, N.E.S.T, which included departmental and individual scorecards to measure both performance and progress

         Managed the overall budget and audit functions of the Central District within the Texoma Region

         Acted as an effective intermediary between local systems and the Regional Finance Team; included managing the budget and P&L for 11 district systems

         Proactively organized and led pre-audits of system processes prior to formal audits

         Maintained the district s Centive Commission Database with exactness and attention to detail

         Directed daily functions for a 30K+subscriber network including 48 staff members and an annual revenue of $18M

         Slashed operating costs by executing comprehensive safety training; earned Top System Safety Awards for three consecutive years due to efforts

         Handled budgeting for 31 unique systems across the regional footprint; included integrating 31 distinct Dispatch Teams into one virtual support model for Dispatchers across locations

         Coached Managers during performance reviews and budgeting to offer personal development and growth opportunities for both Supervisors and front-line personnel

         Worked tirelessly within the Inbound Billing and Technical Support Departments to reinforce a positive, impactful sales culture; surpassed expectations and consistently outperformed larger centers

         Recognized by the company as a top-tier system in the use of technical and customer service measures YoY

         Emphasized a Safety First mindset in fulfilling all field operations; called on highly effective, results-focused safety practices and curricula

Training Manager, Cox Communications, 2001-2003

Senior Employee Relations Consultant, Cox Communications, 2000-2001

Human Resource Generalist/Technical Recruiter, Bankfirst, 1998-2000

Bachelor of Arts, English, University of Wisconsin-Green Bay

Training, Betsy Magness Leadership Institute, Women in Cable Television (WICT) Class #33, 2015 2016

Training, Rising Leaders Program, Women in Cable Television (WICT)

Training, Emerging Leaders Program, Cox Communications

Certification, DDI Leadership Essentials Master

Board of Directors, Western Arizona Humane Society 2013-2014

Board of Directors, San Angelo Chamber of Commerce, 2005-2008

Board of Directors, United Way of the Concho Valley, 2005-2008

Member, Women in Cable Television (WICT), 2004

Mentor Chair, WICT Board of Directors, AZ/NM Chapter

Diversity Honoree, Women or Minority owned or Managed Business, San Angelo Chamber of Commerce