KASSIE HAND

• Responsible for working orders in all systems including M6, Wincare, BPMS, WINOM, ASAP & OFFNET Ordering.
• Interface with interexchange carriers, connecting companies, and overall PC's to clarify and validate orders.
• Track orders, forecasted completion dates, and maintaining design layout records with vendors to ensure dates are met and circuits are turned up in a timely manner. Manage multiple active customer orders simultaneously. Serve as single point of contact between internal Windstream groups, and vendors during implementation of orders.

• Responsible for development, planning and management of all aspects of project implementation in a timely and smooth process. This includes, but is not limited to the following: identification and understanding of the project scope, customer expectations, constraints and requirements, creation and communication of a realistic project plan, management and execution of the project plan tasks and timelines, identification of project team members and roles, development and management of project issues log, completion of assigned tasks within the schedule and budget guidelines, data collection and analysis in support of key indicators and project status and escalate as needed to ensure project orders are moving according to project schedule.

• Reporting directly to the State President, provided support for State President and Field Operations management team daily.
• Tracking and Reporting on various projects such as lateral builds, escalations, fiber deployments and other initiatives.
• Created purchase orders for materials needed for fiber builds and managed logistics to ensure products were delivered in a timely manner to the correct destination.
• Lead tri-weekly conference calls to update field project status
• Processed payroll reports and verified vendor invoices for contractors
• Participated in local media promotions for Windstream, including various promotions on "What's up Woodford"
• Other Field Operations support activities as needed.

• Reporting to Field Operations Director, Provides routine administrative support to a group/department.
• Performance of office tasks requires limited independent judgment.
• Assisted with union grievances and employee payroll escalations.
• Assisted local managers in co-interviews for field operations positions.
• Provided support for future employee recruiting and services sales events.
• Prepares and distributes correspondence, forms, and mailings; maintains filing systems alphabetically or numerically; posts predetermined information to records or systems; orders, issues and tracks equipment, records, receipts and/or supplies.
• Managed DOT appointments for technicians, and reported results of safety weigh ins. Performs other duties as assigned.

• Responsible for completing daily and monthly reports regarding department financials, membership analytics and day to day administrative items
• Assisted with new hire on-boarding, ordered exhibition supplies, generated and submitted invoices for department needs, scheduled travel accommodations (Including but not limited to, vehicle rentals, hotel stays, airfare, etc) for Senior Vice President of Membership and Marketing
• In addition, maintained monthly Human Resources communications to new and renewing members
• Traveled to various conference locations to set up exhibitor booths and provided assistance with registration.

• Responsible for assisting in training and delivery of materials needed to educate new hires their roles on the call center floor.
• Responsible for assisting with new hire orientation, including creating new hire residential service accounts, onboarding tasks, escalating issues with onboarding if necessary and scheduling new hire one on one coaching.
• Provides follow-up coaching and mentoring to new hire agents and tenured agents whom have exhibited the need for additional training.
• Performs additional duties as assigned to support the call center flow such as perform as back-up lead to reduce wait times, work with call center coordinator on special products and receive inbound calls from customers regarding technical and billing issues.

• Under minimal supervision audited and completed reports on customer interactions using the current Charter quality program specifications, utilized Charter cable quality database, recording platform, and analytic tools to perform trend based auditing and data entry.
• Supported call center needs by training new hires via role play, mentoring, and providing feedback during live calls.
• Traveled on a weekly basis to provide on-site training to teams located in Louisville, Kentucky, Bowling Green Kentucky, and Evansville, Indiana.
• Worked closely with managers and supervisors to hold forums, calibrate on a regular basis for consistency, create monthly partnership goals and lead team meetings.
• Made timely contact with customers who express dissatisfaction with products or customer service.

• Fully executed the at&t retail promise by meeting and exceeding all sales objectives
• Daily responsibilities included handling all administrative aspects of the sales process, handling service inquires from customers, communicating with management to resolve escalations and provide critical feedback
• Maintained store daily operation, including but not limited to store opening procedures, preparing daily deposits, escalating operational issues that could not be resolved in house and merchandising.

• Partnered with store management to successfully launch new products, services or processes regarding residential services
• Consistently drove results among the retail sales team by keeping staff and management updated with daily, weekly and monthly sales reports, lead weekly training sessions and demonstrated ways to present products via role plays and team training
• Responsible for executing sales, service, customer experience and merchandising initiatives in store.

• Managed daily back office operations including deposit preparation, processed inventory orders to ensure adequate inventory levels, ensured merchandising met company standards
• Partnered with management to complete other duties such as booking travel accommodations, ensured items needed for company incentives were obtained, and provided sales floor support when needed.