Alicia Hubbard
Seymour
Summary
Accomplished professional with a proven track record of effective communication and cross-functional leadership, fostering collaboration across diverse teams to achieve organizational goals. Skilled in thriving under pressure and delivering innovative solutions, always prioritizing the customer experience and advocating for their needs. Skilled in navigating complex challenges with a commitment to excellence and continuous improvement.
Overview
19
19
years of professional experience
Work History
Sr. Director/Director, Operational Readiness
Charter Communications
01.2019 - Current
- Exceeded goals for contact rate reduction initiatives resulting in Mobile FCR increase by 1.5%.
- Supported MCS Tier 3 task transitions of ~8,200 tickets to Offline Customer Support streamlining fix agent path for decreased time to completion.
- Partnered with Business Integration, Mobile IT, DSCX and Billing Operations during the design, development and launch of the Mobile 2.0 transition, focusing on the agent and customer experience.
- Directed the Offline Customer Service process and support of Phone Balance Buyout post launch to restructure the areas of customer friction to decrease the amount of escalation.
Sr. Manager, Operational Readiness
Charter Communications
09.2017 - 09.2019
- Managed strategy, requirements, and implementation of Customer Service agent tool consolidation from over 75+ tools down to less than 30.
- Created and led intake and governance for call flow enhancement requests with executive leaders, between OR, CX and Call CCT.
Project Manager
Charter Communication
05.2016 - 09.2017
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Vendor Implementation Manager
Bright House Networks
01.2014 - 01.2016
- Managed process and technology changes for offshore customer service outsourcers including network connectivity, agent tools and telecom products.
- Spearheaded Care Operations side of telecom switch migration project, which involved Avaya ID changes, station login documentation and process integration to all call centers within Bright House and outsourcers.
Executive Assistant
Bright House Networks
05.2009 - 09.2014
Advertising Assistant/Traffic Coordinator
Bright House Networks
03.2006 - 05.2009
Education
Bachelor of Science - Management & Organizational Leadership
Southern New Hampshire University
12-2026
Skills
- Strategic Planning
- Operational Excellence
- Negotiation Skills
- Change Management
- Empowering Leader
- Adaptability & Resilience
Accomplishments
- Collaborated with DSCX on the development and launch of the Customer Service Chat Strategy support process between Operational Readiness and DSCX chat team members.
- Identified and followed to resolution, 150+ Mobile 2.0 defects, which led to resolving customer and agent impacting system and process issues
- Collaborated with JIRA support in the development and migration of Operational Readiness ticketing from Podio to JIRA, including the team testing, feedback gathering and training.
- Facilitated the monthly, quarterly and annual review of e911 records to continue to reduce No Address Found (NAF) records to ensure company/regulatory compliance.
Professional Development
- WICT, Leading with Power and Authenticity
- GKC Group, Half the Sky Leadership
Timeline
Sr. Director/Director, Operational Readiness
Charter Communications
01.2019 - Current
Sr. Manager, Operational Readiness
Charter Communications
09.2017 - 09.2019
Project Manager
Charter Communication
05.2016 - 09.2017
Vendor Implementation Manager
Bright House Networks
01.2014 - 01.2016
Executive Assistant
Bright House Networks
05.2009 - 09.2014
Advertising Assistant/Traffic Coordinator
Bright House Networks
03.2006 - 05.2009
Bachelor of Science - Management & Organizational Leadership
Southern New Hampshire University
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