Eric Sinclair
Raleigh,NC
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
11
11
years of professional experience
Work History
Supervisor-Quota Management
Charter Communications
03.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Supervisor-Routing
Charter Communications, Time Warner Cable
08.2018 - 03.2021
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Dispatch Quota Coordinator
Charter Communications, Time Warner Cable
02.2017 - 08.2018
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
Lead, Customer Care
Charter Communications, Time Warner Cable
04.2015 - 02.2017
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Piloted new software implementations within the department, gauging their effectiveness in streamlining customer care processes and providing valuable feedback to developers.
- Implemented feedback mechanisms to gather valuable insights from customers, contributing to continuous improvement efforts.
- Recognized for outstanding leadership skills, contributing significantly to the department''s success in meeting and exceeding performance targets.
- Collaborated with other departments to devise cross-functional solutions for recurring customer concerns.
Customer Care Representative
Time Warner Cable
11.2013 - 04.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
Education
Bachelor of Science - Electronics in Computer Technology
North Carolina A & T State University
Greensboro, NC12.1990
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Staff Development
- Processes and procedures
- Project Management
- Process Improvement
Bowling, Puzzles, Motorcycling
I've won multiple trophies for my Bowling skills over the years but now bowl for fun. I can complete a Rubix Cube in less than 5 minutes, and riding my motorcycle is where you will find me on sunny days.
Timeline
Supervisor-Quota Management
Charter Communications
03.2022 - Current
Supervisor-Routing
Charter Communications, Time Warner Cable
08.2018 - 03.2021
Dispatch Quota Coordinator
Charter Communications, Time Warner Cable
02.2017 - 08.2018
Lead, Customer Care
Charter Communications, Time Warner Cable
04.2015 - 02.2017
Customer Care Representative
Time Warner Cable
11.2013 - 04.2015
Bachelor of Science - Electronics in Computer Technology
North Carolina A & T State University
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