Devin Marie Andre

As Manager of Training and Process Improvement, I collaborated with subject matter experts, corporate trainers and instructional designers to ensure the development program continues to meet the needs of the organization and staff.

Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.

• Assessed skill gaps for employees in multiple departments and developed training courses to meet identified needs.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Developed career path progression plans to incentivize and reward high performance.
• Coordinated ongoing technical training and personal development classes for staff members.
• Communicated all learning and performance objectives, schedules and training assessments to upper management.

As a Billing Operations and Configuration Supervisor, I led the department in delivery of several high-profile projects requiring close cooperation among members to share information and develop solutions to meet a broad array of deliverables.

• Recruited, hired, trained and supervised staff of 15 analysts.
• Developed standard operating procedures and document workflows for current and future processes.
• Communicated key project plans, commitments, changes including requirements, timelines, readiness to all groups involved.
• Coordinated with external company contractors and internal teams in developing project plans for prioritized initiatives. Including User Acceptance Testing in non- production environments prior to live launch.
• Oversaw timeliness, accuracy, efficiency and job performance by formulating departmental training manuals for cross-training analysts on configuration and implementation processes.

As Regional Operations Routing and Quota Supervisor, I managed a team of 30 dispatchers and 10 quota analysts to deliver a positive and best in class experience to all customers. I was successful in creating an environment that fostered growth and success for each individual based on their needs and the needs of our customers.

• Collaborated with Field Management, Technical and Customer Operations to identify scheduling trends through monthly analysis to best determine workforce management alignments based on customer demand.
• Developed, trained and implemented methods and procedures on new network tool utilized by multiple internal departments and third-party contractors.
• Conducted weekly meetings with key stakeholders to identify opportunities for improvement, establish milestones and tailor enhancements to individual markets.
• Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new quota management department.
• Managed major system conversion project for quota changing processes from manual to automation with little impact to customers.
• Participation in creation of company wide employee morale initiative.
• Established positive and effective communication among departmental staff and organization leadership, reducing miscommunications and missed deadlines.
• Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.

As the Carolina Regional Voice Operations Supervisor, I managed a team of 35 analysts performing daily operations for provisioning confirmation and activation for the telephony product.

• Key contributor to consolidation of Wilmington and Columbia PAC teams into Charlotte provisioning team.
• Created and Shared Methods and Procedures for overall standardization and virtualization of newly formed regional provisioning departments between Charlotte and Raleigh, North Carolina.
• Hired and trained 17 analysts in 6 months with little to no disruption to productivity, operations and customers.
• Successfully managed major system conversion from manual to automated provisioning of telephony activation process for Carolina Region.
• Created provisioning playbook and delivered training to multiple departments that supported telephony product across Carolina Region.
• Developed and implemented tracking tool to measure, monitor and analyze productivity and quality of work performed.

• Coordinated internal assignments, scheduling and communications to extend informational transparency and workforce management.
• Led compilation of assessment reports and data to maintain project effectiveness.
• Performed quality control and monitored production efforts.
• Served as subject matter expert for Sprint cable provisioning tool migration between project team and management to project issues and identify escalations in timely manner.
• Developed and deepened relationships with customers, vendors and internal stakeholders.
• Conducted root cause analysis in deficient areas to identify and resolve central issues.
• Performed testing and documentation on new products and equipment for Regional training center.
• Identified and investigated potential Tele fraud usage via Nuestar.
• Improved operations through consistent hard work and dedication
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Engaged in learning and development opportunities to promote continued performance improvement.
• Routed and tracked progress of over 55 technicians daily.
• Conducted "Train the Trainer" session for new product line at Time Warner Cable.
• Identified and dispatched technicians with a sense of urgency to cable, high speed data digital phone outages.
• Supported and assisted technicians on site in customers homes with troubleshooting and activating products and equipment.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Executed record filing system to improve document organization and management.
• Scheduled office meetings and client appointments for staff teams.
• Sorted and distributed office mail and recorded incoming shipments for corporate records.
• Developed and updated spreadsheets and databases to track, analyze and report on technician performance.
• Reviewed daily work orders pre and post appointment for accuracy and resolved issues prior to billing.
• Routed over 100 technicians for trouble call and installation appointments daily.