Summary
Education
Overview
Work History
Certification
Accomplishments
OfficeManager
Katina Stevens

Katina Stevens

Supervisor
Orlando,FL

Summary

Collaborative leader who partners with peers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Creative and Effective problem solver. Expert in managing customer escalations by using technical expertise with stellar communications.

Education

Bachelor of Science - Political Science

Stetson University
09.1987 - 12.1991

Overview

4
4
years of post-secondary education
24
24
years of professional experience
3
3
Certificates

Work History

Customer Service Call Center Supervisor

Charter Communnications
Orlando, FLORIDA
12.2020 - Current
  • Develop and Coached many successful teams.
  • Boosted efficiency by automating repetitive tasks with technology solutions tailored specifically for the call center environment.
  • Optimized resource allocation within the department by identifying underutilized personnel or resources and reallocating them where needed most.
  • Fostered growth and development of New Employees as a Bridge Supervisor from (2021-2023).
  • Conducted regular performance evaluations for team members, offering constructive feedback for continuous improvement in their roles.
  • Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.

Learning Facilitator II- Internet & Voice Repair

Charter Spectrum
Orlando, FLORIDA
11.2018 - 12.2020
  • Led engaging group discussions that challenged participants to draw connections between course material and their own experiences.
  • Maintained accurate records of student performance, attendance, and behavior to inform ongoing instructional decisions and report cards.
  • Partnered with Human Resources for on-boarding of new IVR employees.
  • Partnered with Call Center leaders to deliver level up technical training

Senior Learning Facilitator Spectrum Business

Charter Communications, Spectrum
Orlando, FLORIDA
11.2016 - 10.2018
  • Partnered with Corporate Learning & Development to provide on-going Learning for all Business Repair Representatives.
  • Partnered with Human Resources for on-boarding of new Spectrum Business employees.
  • Provided subject matter expertise in the development of training materials, ensuring content accuracy and adherence to established guidelines.
  • Promoted a culture of continuous learning by encouraging employees to participate in external conferences, webinars, or workshops relevant to their roles.

Learning Facilitator Internet & Voice Repair

Bright House Networks
Orlando, FLORIDA
10.2003 - 05.2016
  • Led engaging group discussions that challenged participants to draw connections between course material and their own experiences.
  • Partnered with Human Resources in the on-boarding process of new employees.
  • Maintained accurate records of student performance, attendance, and behavior to inform ongoing instructional decisions and report cards.
  • Implemented differentiated instruction methods, addressing the unique needs of each learner within a diverse student population.
  • Assisted in curriculum development, resulting in improved student comprehension and higher test scores.

Technical Care Specialist

Time Warner Cable
Orlando, FL
07.2001 - 10.2003
  • Provided Technical Support for Internet Customers.
  • Maintained accurate records of all customer interactions.
  • Answered billing concerns.

Certification

Oracle Database Certification Fl, Technical College

Accomplishments

  • Achieved Army Achievement medal for facilitating war game software South Korea for U.S. Army. 1997

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