Summary
Overview
Work History
Education
Skills
Accomplishments Awards
Timeline
Generic

Charlene Croft

Greenville,SC

Summary

A dynamic leader with a proven track record at Charter Communications, driving operational efficiency, and enhancing customer satisfaction. Demonstrated expertise in talent evaluation and employee supervision, resulting in a highly motivated workforce. Proficient in the Microsoft Office Suite, facilitating significant improvements in field productivity and effective workforce management, aiming to leverage these skills to achieve organizational excellence and drive strategic growth.

Overview

20
20
years of professional experience

Work History

RSC Supervisor

Charter Communications
Greer, SC
12.2015 - 08.2024
  • Ensured effective daily communication between Workforce Management and Dispatch to enhance operational efficiencies.
  • Directed cross-functional teams in hybrid and remote settings.
  • Led Work Order Management Team with effective leadership and management.
  • Resolved customer complaints efficiently.
  • Maintained high quality and accuracy of team output.
  • Maintained continuous oversight for Work Order Management Team.
  • Collaborated with Dispatch and Field Operations Leadership to improve operational efficiencies.
  • Assessed daily production targets for precision.
  • Monitored and maintained quota allocation for departmental operations.
  • Ensured pending activities were addressed for enhanced customer experiences.
  • Delivered comprehensive daily, weekly, and monthly quota activity reports to operational management.
  • Assisted field operations to enhance productivity.
  • Coordinated with contractors to guarantee submission of accurate work calendars.
  • Contributed to creating labor forecasts for efficient workforce planning.
  • Monitored and documented RSC department performance.
  • Assisted Project Manager in overseeing project timelines and ensuring task completion.

Workforce Administrator Technical

Charter Communications
Greer, SC
08.2004 - 12.2015
  • Participate and contribute to focus on excellence initiatives regarding service delivery and fulfillment activities
  • Control service and installation availability by communicating with field supervisors and adjusting tech assignments to accommodate customer demand
  • Work toward a 24-hour service call window
  • Trained new employees on company policies, procedures and work ethics
  • Worked closely with upper management to develop strategies for improving operational efficiency within the department
  • Drive efficient and effective assignment of all work-order-based tasks rendered to the Field fulfillment teams on the day of service
  • Also responsible for relaying and recording information to field personnel via telephone, messaging, or other forms of communication
  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Monitor real-time performance and job completion of assigned field technicians, and backfill canceled jobs, when possible, to ensure productive technicians' time is maximized throughout the day
  • Increase the effectiveness of field technicians by utilizing workforce management software to streamline job routing and time management
  • This software also boosts field productivity by improving call handling and support efficiency
  • Continuously monitor to optimize the day of assignment of positive work (new connect, reconnects, HSD, and phone connects) to inhouse technicians to drive maximum internal efficiency and improve capitalized labor position; may look ahead to next-day routes to ensure next-day routing efficiency and tech productivity
  • Troubleshoot and resolve issues by fixing the customer's problem over the phone with the customer whenever possible eliminating unnecessary truck rolls
  • Escalate any issues outside of your technical scope
  • Ensure that all technicians assigned to a route meet their daily work quota
  • Technicians must notify the RSC of any breaks, including lunch breaks, and obtain approval from a supervisor for any unusual situations
  • Close work orders using proper solutions and clear codes
  • Ensure billing is complete and accurate by verifying the services installed on the account

Education

Associate of Science - Computer Network Technology

ECPI
SC
02-2004

Skills

  • Proficient Talent Evaluation
  • Employee Supervision
  • Foster a Motivating Environment
  • Proficient in Microsoft Office
  • Proficient in Excel
  • Proficient in Word
  • Proficient in PowerPoint
  • Proficient in Outlook

Accomplishments Awards

  • WICT (Women in Cable Telecommunications), 2020 1st Quarter, 2019 1st Quarter, 2018 4th Quarter, 2017 4th Quarter, 2017 1st Quarter, 2016 4th Quarter, 2013 3rd Quarter
  • Charter Distinction Award Winner, 2017, 2013

Timeline

RSC Supervisor

Charter Communications
12.2015 - 08.2024

Workforce Administrator Technical

Charter Communications
08.2004 - 12.2015

Associate of Science - Computer Network Technology

ECPI

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Charlene Croft