Summary
Work History
Education
Skills
Software
Certification
Charter References
Work Availability
Interests & Hobbies
Timeline
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Brian Haley

Brian Haley

Sr. Manager, Digital Partner Operations

Summary

Sr. Manager of Digital Partner Operations with interim-director experience and 16 years working in the cable industry. Demonstrated proven work in managing projects, problem-solving, process improvement, analytics, improving UX/UI, task automation, and technology integration. Maintain high standards to achieving company goals and possess a strong & dependable work ethic while developing constructive working relationships with internal & external stakeholders. Persistent in moving initiatives forward regardless of emerging obstacles and changing priorities.

Work History

Sr. Mgr/Interim Director Digital Partner Ops

Charter Communications, Spectrum
Stamford, CT
03.2023 - Current
  • Led an operations team during migration of sales channel ownership to another part of the organization.
  • Performed interim director responsibilities until Etail Director officially transferred.
  • Researched and developed solution with IT and Reporting to implement an internal Charter hosted SFTP + Cloud storage to provide controlled reporting files to external vendors with data redundancy.
  • Defined, implemented, and revised operational policies and guidelines.
  • Provide technical advice to leadership on what applications and platforms can offer potential integration to solve business questions or efficiencies.
  • Evaluating and testing implementing Alteryx functionality to GET/POST data in Smartsheet and other integrations to improve user's experience when submitting forms, and automated communications.
  • Collaborated with senior leadership to develop and execute company goals and objectives.
  • Spearheaded implementation of process improvements and initiatives to increase value & efficiency.
  • Observed each employee's individual strengths and initiated mentoring to improve areas of weakness.
  • Oversaw successful implementation of operational strategies and policies to drive organizational productivity.

Sr. Manager of Retail Sales Operations

Charter Communications, Spectrum
Stamford, CT
03.2022 - 03.2023
  • Implemented automation for escalation tracking and notification that reduced manual processing time from 15min to 5min (33% time saved). Future plans were to develop python program to ingest data to minimize data entry errors.
  • Collected user feedback to designed & develop dashboard interface to enhance user's experience for resources and operations support.
  • Evaluated opportunities to replace manual tasks with automation
  • Developed and implemented operational standards, policies and procedures.
  • Improved process and internal user experience to request mobile SIM card shipment to vendors
  • Managed team of employees, overseeing hiring, training and professional growth of employees.
  • Prepared a variety of written communications, reports and process documents.

Sr. Process Analyst

Charter Communications, Spectrum
Stamford, CT
01.2019 - 03.2022
  • Restructured Sales Activation organization's management of projects and designed & implemented solutions using Smartsheets (Bi-Weekly project review, reporting of daily critical open orders volume, in-progress training content tracking & approval, and boundary partner project intake).
  • Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
  • Effectively plan & communicate updates to stakeholders, and drive initiatives forward.
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Managed several successful initiatives: Homeworld Large Static IP training, PPV guardrails, IPC 30 Day Hold, SMB National to Regional TFN Transition, Hold Shipment Code for Devices, SMB Account Authentication, SMB CoPilot Content for Completing TPV.
  • Managed content development & preparedness for several system integration projects.
  • Managed transitioning PAC Toll Free Calling Issue UCM Cases to Sales Activation, effectively moved passed shared boundary partner obstacles and resolved road blocks effectively.
  • Implemented automation of Critical Open Orders upload process to TMS.
  • Managed biller security profile alignment effort for Sales Activation to transition to new biller profiles.
  • Developed standard operating procedures and document workflows for current and future process steps.

SMB Sales Support Coordinator III

Charter Communications, Spectrum
Middletown, NY
03.2018 - 01.2019
  • Discuss strategy in weekly leadership meeting to ensure department is meeting operational SLA.
  • Reduced daily task report compiling from 40+ min to 5 min.
  • Developed VBA Access dashboard to store & track daily/weekly work assignments and provide historical record.
  • Created & deployed tool for staff to access job relevant documentation. Increased staff self-sufficiency and improving SLA.
  • Ensure staff is cross trained on diverse set of department tasks.
  • Retrieve and organized hourly & daily workload reports to efficiently prepare available work for staff.

SMB Sales Support Coordinator II

Charter Communications, Spectrum
Middletown, NY
10.2017 - 03.2018
  • Volunteered to assist training new hires where extensive knowledge & experience in billing systems, voice provisioning processes, Sales Support processes, order entry, Salesforce, and all other required software required.
  • Functioned in a lead capacity to support team, assisted with training, and addressed escalations from management.
  • Processing of complex orders, and escalations.

SMB Phone Provisioning Coordinator II

Charter Communications, Spectrum
Middletown, NY
05.2017 - 10.2017
  • Created & distributed procedural documents for team to effectively execute CSG biller office only re-connections, and sending emails to customers via Salesforce.
  • Assisted in training new hires on billing systems and department processes, order entry, Salesforce, and all other required software.
  • Functioned as needed in a lead capacity to support team, assisted with training in processes, and addressed escalations from management.
  • Processing of complex orders to port phone numbers from multiple carriers.
  • Addressing of inbound calls from sales, dispatch, and customers.

SMB Phone Provisioning Coordinator I

Time Warner Cable
Middletown, NY
05.2013 - 05.2017
  • Assist Tech Ops with Voice provisioning.
  • Review daily simple and complex port-in fallout to identify and attempt to resolve missing or inaccurate data.
  • Contact SMB customers to obtain valid information to resubmit port requests.
  • Handle department email inbox.

Residential Tier 3 Technical Support Agent

Time Warner Cable
Middletown, NY
11.2007 - 05.2013
  • Answer inbound technical support calls from customers with internet or phone issues.
  • Volunteered in supporting SignatureHome program that supported premium service package to customers.
  • Volunteered in program to proactively contact customer to attempt to resolve technical issue by phone to elminiate unnecessary truck rolls.
  • Work on projects assigned by leadership.

Education

Bootcamp - Web Development

Thinkful - Program Offered Via Charter Guild
Online
11.2023 - Current

Business Analytics Certificate - Business Analytics

Cornell University
Ithaca, NY
02.2021 - 09.2021

Business Training/Leadership Course

Fort Hays State University
Hays, KS
01.2013 - 01.2014

Skills

    Adaptability

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Software

Microsoft Excel, Word, PowerPoint, Visio, Outlook, SharePoint, OneDrive, OneNote, Power Automate

Smartsheets/Bridge

CSG, ICOMS, Agent OS/SM360

Microstrategy

Various Charter proprietary ticketing systems

Salesforce

Cisco Webex

Alteryx (Beginner)

UCM

TMS

Buyflow

Working knowledge of API

Certification

Smartsheet Core Ceritification

Charter References

  • Todd Criswell - Sr. Director, Retail Sales Operations
  • Jack Roche - Sr. Director, Digital Sales & Partners
  • Teresa Powers - Director, Program Management
  • Diedra Hitchcock - Sr. Director, Sales Activation

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests & Hobbies

Interests

  • Innovative Automation Technologies
  • EV Technology (My next car might be a Tesla)
  • History
  • Travel

Hobbies

Scale model building and painting is a wonderful hobby of mine for so many reasons, including attention to detail. It requires patience, and before you begin you must look at the concept and the pieces to envision the end result. That requires careful planning, perseverance, and acceptance that along the way you could make a mistake. With the possibility of a mistake I always see it as a learning opportunity and how can I fix it to complete my model, and how to do it better the next time. What is even more rewarding is when you take the basic concept and you expand on that vision, making it your own with crafting your own add-on pieces, or going beyond the simple paint scheme.

Timeline

Bootcamp - Web Development

Thinkful - Program Offered Via Charter Guild
11.2023 - Current

Smartsheet Core Ceritification

08-2023

Sr. Mgr/Interim Director Digital Partner Ops

Charter Communications, Spectrum
03.2023 - Current

Sr. Manager of Retail Sales Operations

Charter Communications, Spectrum
03.2022 - 03.2023

Business Analytics Certificate - Business Analytics

Cornell University
02.2021 - 09.2021

Sr. Process Analyst

Charter Communications, Spectrum
01.2019 - 03.2022

SMB Sales Support Coordinator III

Charter Communications, Spectrum
03.2018 - 01.2019

SMB Sales Support Coordinator II

Charter Communications, Spectrum
10.2017 - 03.2018

SMB Phone Provisioning Coordinator II

Charter Communications, Spectrum
05.2017 - 10.2017

SMB Phone Provisioning Coordinator I

Time Warner Cable
05.2013 - 05.2017

Business Training/Leadership Course

Fort Hays State University
01.2013 - 01.2014

CompTIA A+/Network+

01-2008

Residential Tier 3 Technical Support Agent

Time Warner Cable
11.2007 - 05.2013
Brian HaleySr. Manager, Digital Partner Operations