Esther Carrillo
Charlotte,NC
Summary
Experienced Supervisor with proven track record in team management and operational oversight. Expertise in process improvement, staff development, and enhancing workflow efficiency. Strong leadership and communication skills contribute to increased team productivity and problem resolution.
Overview
33
33
years of professional experience
Work History
Supervisor Ad Operations
Spectrum Reach
Charlotte, NC
01.2013 - Current
- Managed staffing levels of 12 across top regional markets in Los Angeles, Northeast NYC, and Ohio/KY.
- Conducted monthly one-on-one sessions for coaching and performance improvement.
- Led bi-weekly staff meetings to enhance efficiency and productivity.
- Oversaw commercial content management across Northeast market for over 120 networks and 100 retail units.
- Created and refined workflows for reorganized Traffic Team operations.
- Facilitated team development through cross-training in Operations and Traffic functions.
- Collaborated with cross-functional teams to streamline workflow and elevate customer service standards.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Client Services Supervisor
Charter Communication
CA
01.2003 - 01.2008
- Responsible for Western Regional Markets including marketing business
- Overseeing team of 7 Traffic Coordinators
- Maintain a 99.6% fulfillment statistic rate
- Met a 24 hour turnaround of all insertion orders, revisions and copy
- Maintained Standard Operational Procedures
- Create and maintained effective workflow to create efficiencies and eliminate overtime
- Conducted monthly one on one sessions
- Closing of end of billing period
Dispatch Lead
Charter Communications
Irwindale, CA
01.1998 - 01.2003
- Coordinated calls between CSR's, field technicians and Installers
- Customer Care, confirmation of truck roll installation or repair calls
- Create trouble calls based on technician recommendations
- Route and close jobs for in-house and outside contracting technicians
- Conduct outage updates for call center as well as customers
- Managed high volume of calls via phone or two way radio calls
Telemarketing Sales Lead
Charter Communications
Alhambra, CA
01.1993 - 01.1998
- Supported 35 in-house and contractor Sales Representative
- Consistently met an individual as well as team monthly subscription goal of 98% or better in new sales
- Responsible for payroll timesheet accuracy for 20 Telemarketers
- Created incentives to maintain monthly sales goal
- Responsible for Spanish language translation of advertisement
Education
Associates of Arts - Business Management
East Los Angeles College
Monterey Park, CA01.1994
Skills
- Fluent Spanish and English
- Microsoft Office Suite
- Pilot
- InnCreative
- SpotOn
- XGL
- FreeWheel
- Audience Trak
- Training and mentoring
- Workflow optimization
- Advanced troubleshooting
- Cross-functional collaboration
- Performance management
- Team leadership
- Effective communication
Affiliations
- Assist coach with manage team schedules and transportation
- Identify potential fund raising ideas for team and collaborate with other parents in order to execute and meet revenue goal for team needs
- Support the team as needed and what ever is needed
Accomplishments
- Missions and Values Performer Award winner (MVP) IN 2013 Q1
- Charter Achievement Award winner in 2017 4Q
- Belief Pin Winner " Teamwork" 4Q 2021
- Belief Pin Winner " Authenticity" 2Q 2022
Timeline
Supervisor Ad Operations
Spectrum Reach
01.2013 - Current
Client Services Supervisor
Charter Communication
01.2003 - 01.2008
Dispatch Lead
Charter Communications
01.1998 - 01.2003
Telemarketing Sales Lead
Charter Communications
01.1993 - 01.1998
Associates of Arts - Business Management
East Los Angeles College
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