Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Carmen J. Cannon

Columbus,Ohio

Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

24
24
years of professional experience

Work History

Voice Operations Supervisor

Charter Communications
01.2007 - 08.2021
  • Supervised and coached the performance of agents and provided feedback on a regular basis
  • Resolved escalated calls and correspondences for residential and commercial clients.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Successfully consolidated Divisions into a Regional operation
  • Successfully worked on migrations teams for conversion of acquired small companies
  • Restructured multiple operational processes and saw significant improvement in completion rate of daily tasks.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Customer Service Supervisor

Time Warner Cable
01.1998 - 01.2007
  • Updated/created procedures to meet current department goals and objectives
  • Managed and organized teams for billing conversion fallout and testing
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.

Education

BS - Applied Psychology

Franklin University

Project Management Graduate Certificate -

DeVry University

Skills

  • Cultivating Productive Relationships
  • Motivational Leadership
  • Accuracy and Efficiency in Documentation
  • Key Performance Indicators (KPIs)
  • Employee Development
  • Complex Problem-Solving
  • Management
  • Attention to Details
  • Excellent Communication Skills
  • Team Player

Additional Information

  • Co-Vice Chair of Dublin Scioto Boys Basketball Boosters
  • Member of Greater Ohio Chapter of WICT (Women in Cable Telecommunications) - served on Board as Director of College and High School Outreach

Timeline

Voice Operations Supervisor

Charter Communications
01.2007 - 08.2021

Customer Service Supervisor

Time Warner Cable
01.1998 - 01.2007

BS - Applied Psychology

Franklin University

Project Management Graduate Certificate -

DeVry University
Carmen J. Cannon