JENNIFER WOODWORTH
Dayton,OH
Summary
Accomplished leader with 21 years of experience with a Fortune 100 company, adept in relationship building and problem-solving. Spearheaded initiatives that streamlined processes, enhancing customer experience and operational efficiency.
Overview
21
21
years of professional experience
Work History
Customer Operations Manager-Residential Billing
Spectrum
04.2022 - 08.2024
- Responsible for the development of Supervisors to be more effective driving their teams to meeting KPIs through ongoing coaching and on-the-job training
- Established and have maintained interdepartmental relationships through communication and relationship building to ensure alignment and consistent within the business
- Implemented changes to improve processes that impact customer experiences (both internal and external) utilizing root cause analysis and data trends
- Ability to interpret data and reporting to effectively manage the business and needs of the center
- Lead several projects utilizing effective project management skills which have resulted in more streamlined processes
- Nominated for a Q1 2024 Quarterly Excellence Award by Vice President for exemplifying company values
Division Sales Enablement Manager-Direct Sales
Spectrum
12.2019 - 04.2022
- Led a successful Sales Enablement Team and Program launch for our Central Division Direct Sales organization spanning across 4 Regions
- Successful in the reduction of new hire attrition during the first 90 days of hire and increased sales productivity to meet budgeted sales goals
- Regularly met with the Division VP and Senior Directors to identify areas of opportunity, needs, and overall business strategy
- Created and executed on different projects/trainings such as coaching, facilitation, sales process, and data to help support Sales Enablement Supervisors as well as all levels of Direct Sales Leadership
- Worked in partnership with the Training Design, Training, Analytics, and Business Operation teams to identify and address training and operational gaps
- Recommended for role by then Divisional Vice President of Direct Sales.
Market Manager-Direct Sales
Spectrum
06.2019 - 12.2019
- Oversaw the day-to-day functions of the Direct Sales Team for the Cincinnati Market
- Successfully drove sales and field activity KPIs through leadership development, recruiting, new hire support, motivation, and improving sales behaviors resulting in higher sales productivity
- Knowledgeable with field processes and company tools which helped maintain sales integrity and productivity within the team
- Effectively managed assigned monthly budget and ensured team expenses were submitted in a timely manner
- Worked in conjunction with the Operations team to rectify processes and tool issues that were impacting the sales team.
Manager-Residential Sales Support
Spectrum
09.2017 - 06.2019
- Managed 5 Supervisors and 80+ Sales Support Coordinators, which assisted in providing order entry and fallout support to our partners in Direct Sales, 3rd Party Retail, 3rd Party Etail, and online customers Enterprise wide
- Was the liaison between our Direct Sales Operations Team and Sales Support and successfully built a positive working relationship between the two groups, identified areas of opportunities, and worked to resolve concerns impacting both groups
- Successfully coordinated and executed on multiple projects that were critical to meeting the needs of both internal and external customers
- Oversaw our Coordinator II Leaders and team which had an additional focus on special projects.
Area Manager-Retail Stores
Spectrum
11.2016 - 09.2017
- Successfully navigated the transition to Spectrum from Time Warner Cable for 11 Dayton Market retail store locations
- Improved Supervisor performance through coaching and development and removing roadblocks, which in turn allowed them to focus on coaching and improving the customer experience
- Reduced expenses and increased sales production by addressing operational inefficiencies
- Became one of the Top 10 markets in the Southeastern Region during tenure.
Quality Assurance Supervisor-Customer Service
Time Warner Cable
08.2015 - 11.2016
- Responsible for the Call Quality Assurance program for both the Dayton and Cincinnati call centers
- Developed auditors' communication and coaching skills to ensure clear and supportive feedback was provided to Managers, Supervisors, and front-line agents resulting in an increase in QA scores and positive customer experience
- Successfully implemented plan to bridge existing gaps between the QA Team and the Leaders which resulted in a positive working relationship and improved call quality results
- Worked closely with other Quality Leaders across the company to ensure consistency in our Quality standards across all call centers.
Sales Coach-Sales Program Development
Time Warner Cable
08.2013 - 08.2015
- Focused on increasing sales for all channels (Call center, Stores, Inbound Sales, Retention, Direct Sales) in the Dayton Market while helping to assist in other markets in the Midwest Region
- Proactively identified challenges to sales processes and operational policies and provided recommendations for potential solutions
- Provided training and support for Managers with coaching Supervisors towards company defined sales processes, strategy, competition, and best practices
- Developed channel specific huddle and training material based on the needs of Channel Leaders
- Worked with Enterprise Analytics Team to evaluate KPIs for accuracy and performance alignment
- Liaison between Sales and Marketing and the local channels in the Dayton Market.
Inbound Sales Supervisor
Time Warner Cable
05.2006 - 08.2013
Customer Service Supervisor
Time Warner Cable
11.2004 - 05.2006
Customer Service Representative
Time Warner Cable
08.2003 - 11.2004
Education
BBA - Marketing
St. Bonaventure University
Saint Bonaventure, NY05.2003
Skills
- Relationship Building
- Problem-Solving
- Attention to Detail
- Multitasking Abilities
- Organization and Time Management
Timeline
Customer Operations Manager-Residential Billing
Spectrum
04.2022 - 08.2024
Division Sales Enablement Manager-Direct Sales
Spectrum
12.2019 - 04.2022
Market Manager-Direct Sales
Spectrum
06.2019 - 12.2019
Manager-Residential Sales Support
Spectrum
09.2017 - 06.2019
Area Manager-Retail Stores
Spectrum
11.2016 - 09.2017
Quality Assurance Supervisor-Customer Service
Time Warner Cable
08.2015 - 11.2016
Sales Coach-Sales Program Development
Time Warner Cable
08.2013 - 08.2015
Inbound Sales Supervisor
Time Warner Cable
05.2006 - 08.2013
Customer Service Supervisor
Time Warner Cable
11.2004 - 05.2006
Customer Service Representative
Time Warner Cable
08.2003 - 11.2004
BBA - Marketing
St. Bonaventure University
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