Karen Cunningham

Drove accurate modeling of expense and capital expenditures to enhance strategic decision-making. Led the delivery of precise quarterly forecasts, ensuring alignment with company policies and strategic initiatives. Oversaw the optimization of the accounting month-end process, resulting in improved operational efficiency. Generated diverse reports and documentation to facilitate comprehensive analysis. Delivered insightful monthly variance analyses that influenced local and regional management decisions. Collaborated with cross-functional teams to enhance operational efficiency and drive strategic initiatives.

Reviewed capital purchase requests for accuracy and compliance with budget guidelines. Assisted in preparing and reconciling capital purchase requests. Monitored capital statements to verify compliance with spending policies. Compiled and analyzed reports to support monthly capital and expense classifications and accruals for journal entry uploads. Supported management in developing annual budgets and quarterly forecasts to align financial planning with organizational objectives.

Managed end-to-end accounts payable processes to ensure timely vendor payments. Reviewed profit and loss statements to adhere to budgetary guidelines. Prepared monthly expense reclassifications and accruals for prompt journal entry uploads.

Coordinated deployment and operational tasks, including overtime management and service level monitoring. Assisted in identifying and implementing strategies to enhance center performance and improve customer satisfaction. Supported call center leadership in resolving performance challenges. Managed the coordination of team meetings, supervisor coaching, training, and additional scheduled off-phone activities.

Enhanced agent performance through effective call audits that provided valuable feedback to both agents and management. Drove agent training initiatives and meetings that significantly improved customer service delivery. Identified key performance trends with supervisors, establishing focused coaching objectives that elevated overall results.

Assisted cable customers in resolving escalated issues by providing solutions and employing communication techniques such as active listening and clarification to improve interactions. Collaborated with supervisors and management to swiftly resolve customer issues, enhancing overall satisfaction. Applied knowledge of billing systems and product functions to assist coworkers with inquiries and enhance service delivery.

Resolved issues with branded cable internet, e-mail, digital phone, and cable television services for residential customers, improving user experience. Addressed customer inquiries regarding service, billing, and product details, contributing to overall service excellence.