Cleopathra Robinson
Summary
Forward-thinking and assertive Business Support Analyst with 13 years of experience in fiber optic technologies, project coordination, and business process improvements. Proven proficiency in business data analytics, operations management, and outbound integration. Effective communicator and creative analytical person, renowned for utilizing data visualization and business intelligence tools.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Fiber Customer Support Analyst
Verizon
12.2014 - Current
- Ensured the successful technical journey for new and existing customers from onboarding to adoption by correcting order fallout, product features, and benefits making recommendations that directly impact the customer experience.
- Developed a comprehensive understanding of company products and services to better support customer inquiries.
- Facilitated a technical success plan for each customer by outlining the customer's immediate needs and making recommendations for FiOs products and services tracking customer satisfaction through follow-up communications.
- Mediate between field operations, Internal groups, and customers during onsite appointments, facilitating seamless communication throughout out the process.
- Fostered ongoing customer relationships ensuring that customers continue to increase their utilization of Fins digital products further driving KPIs.
- Managed escalated customer concerns with professionalism, collaborating with higher-level resources when necessary to achieve VXS overall Rep success of 99% and reducing handoffs by 12%.
- Contributed to the development of internal tools and resources designed to improve the efficiency and effectiveness of the Fiber Customer Support Analyst role.
- Leveraged strong communication skills to effectively convey complex technical concepts to non-technical customers during troubleshooting efforts.
- Implemented successful strategies for increasing the 3-day resolve average to 98% and decreasing the average handle time by 200 seconds per call while maintaining high levels of customer satisfaction.
- Contributed to internal knowledge base articles and training materials by reporting inaccuracies in technical documentation and ensuring accurate and up-to-date information was available for all technical associates.
- Restructured technical documentation through coordination efforts with compliance director to creating and execute projects.
Business Process Analyst
Comcast
06.2012 - 10.2014
- Streamlined project initiatives to address business plans for process improvement initiatives creating meaningful dialog and visuals that focus on team-building intentions and data gathering.
- Shepherded change within the organization through project planning and decision-making to assess the risks, constraints, and dependencies.
- Mentor less experienced colleagues by leveraging my business acumen and professional experience to guide and motivate less experienced analysts.
- Headed an initiative to standardize business processes within the organization by using process models that provide a visual of sequence flows of work across defined tasks and activities increasing the rate of return by 25% year to date.
- Operated advanced BI tools to track, maintain, and analyze information on the operation of business scorecards (KPIs).
- Interpreted root-cause analysis on recurring issues within existing processes, identifying solutions that addressed underlying causes effectively.
Workforce Management Analyst
Comcast Media Center
08.2010 - 06.2012
- Audited call volume, call patterns, and traffic flow for the customer technical support center to ensure service level objectives are maintained by working closely with supervisors and managers to analyze daily traffic and forecasts adjusting schedules and staffing to ensure optimum staffing levels.
- Composed reports to optimize workforce scheduling by analyzing historical data to identify trends and make recommendations to reduce labor costs by 25% and increase accurate forecasting predictions by 17%.
- Monitored intraday and historical performance to respond to plan and achieve operational service level goals. Identifying call volume trends and averages on an intraday, weekly, and monthly basis responding to queue activity and service levels.
- Elicited information to achieve service goals by collaborating with cross-functional teams to collect data and develop strategies for optimizing staffing service levels.
- Aligned communications channels regarding events that impact customer experience, center performance, and workload adjustments to staffing based on dynamic forecasts.
- Chaired an initiative to Improve employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
Education
Bachelor of Science - Construction Project Management
ITT Technical Institute - Indianapolis
Indianapolis, INAssociate of Science - Computer Network Security
ITT Technical Institute - Spokane Valley
Spokane, WABachelor of Science - Business Administration And Management
University Of Maryland Global Campus
Baltimore, MD2026
Skills
- Root Cause Analysis
- Project Coordinator/Management
- Time Management
- Customer Relationship Management
- Vendor Management
- Data Analysis/ Risk Assessment
- Effective Communication
- Stakeholder Management
- Cross-Functional Collaboration
- Critical Thinking/ Problem Solving
- Agile Methodology
- VMWare Virtualization
Certification
- MD Notary Public
- AWS Cloud Practitioner
- Network + (CompTIA)
- Telecommunication Certification Body (TCB)
Timeline
Fiber Customer Support Analyst
Verizon
12.2014 - Current
Business Process Analyst
Comcast
06.2012 - 10.2014
Workforce Management Analyst
Comcast Media Center
08.2010 - 06.2012
Bachelor of Science - Construction Project Management
ITT Technical Institute - Indianapolis
Associate of Science - Computer Network Security
ITT Technical Institute - Spokane Valley
Bachelor of Science - Business Administration And Management
University Of Maryland Global Campus
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