Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Keith Rayve

Sunland,CA

Summary

Network Operations, Workforce Management, Customer Escalations

Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.

Overview

19
19
years of professional experience

Work History

ROC Specialist 1 West Region

Charter/Spectrum
04.2017 - 12.2024
  • Drove departmental success by timely triaging of West Region HFC Plant outages with continuous monitoring of ROC tools such as Lighthouse and expedited dispatch of proper fix agents such as Maintenance and Construction Techs.
  • Maintained departmental standards by adherence to the ROC playbook as it pertains to daily duties such as emails, inbound calls, CRQs, routing and chats.
  • Implemented team building events off-site to improve moral and facilitate better communication between shifts.
  • Collaborated with other departments such as NOC, Comms Desk, ISP, Construction as well as ROC leadership to mitigate fiber and enterprise outages.
  • Executed management mandate to improve ROC West standing from 8th place to top 3 on the Maintenance Operations Scorecard by coordinating with the team to improve Node Duration, Fiber, Line Escalations, Order Aging, MT Status, Repeat Outage 24hr/30 day Compliance Metric Percentages.

Spec 1 TOC Surveillance, Field Operations

Charter/Spectrum
12.2014 - 04.2017
  • Worked effectively in fast-paced environment monitoring plant for North, Metro, Mountain West Divisions and dispatching Maintenance Techs for outages, degradation and SROs using TOC tools such as Unified and Big Brother.
  • Self-motivated, with a strong sense of personal responsibility when it comes to responding to escalation emails, updating/locking Nodes, checking tech pools, monitoring Z-ports, Bridge calls, Newsflashes and field escalations.
  • Developed and maintained courteous and effective working relationships with the NOC for escalated issues pertaining to fiber and video outages as well as construction referrals.
  • Maintained top-5 percentile for individual scorecard metrics in the department.
  • Excellent communication skills, both verbal and written as Charter Spectrum Technical Broadcast featured writer for Spotlight on Success, Tech Corner, Competition Spotlight as well as editor-at-large.

ReM Specialist, Enterprise Retention

TIME WARNER CABLE
04.2011 - 12.2014
  • Maintained database systems to track and analyze operational data such as monitoring/reporting agent phone activity for enterprise via CMS/RTA, floor observation e-mails and running regular/ad-hoc reports as needed by leadership.
  • Developed and implemented process improvements to enhance operational efficiency by monitoring and adjusting call volume to outsource vendors via CMS and ETS Studio for entire enterprise.
  • Led cross-functional teams to streamline workflows and optimize resource allocation by interfacing with Bridge Team, leadership, and IT to identify outage/volume trends and solutions.
  • Followed all company policies and procedures to deliver quality work by building, modifying, correcting, and adjusting agent schedules in ewfm, reporting/logging call outs, scheduling meetings/trainings and skilling agents to address call center service level issues via CMS as well as processing ATO requests.
  • Mentored junior staff, fostering skill development and adherence to best practices.

Mentor/Coach

TIME WARNER CABLE
03.2006 - 04.2011
  • Mentored junior staff in customer service best practices and communication techniques (soft skills) as well as taking escalated customer calls from floor reps and coaching them in trouble shooting and billing.
  • Collaborated with Dispatch, Banking Services, DNOC, RNOC, Collections, Construction, Field Ops, ReM and Bridge Team to resolve customer service issues and identify outage trends as well as working the Help Desk when needed.
  • Developed and implemented training materials to enhance employee onboarding and skill development programs as well as career advancement for the Interim Mentors Program and interviewed/hired candidates.
  • Consistently scored in the top 3 for the Hollywood Call Center Mentor Scorecard.

Interim Supervisor

TIME WARNER CABLE
10.2008 - 02.2009
  • Supervised and supported seven customer service professionals with coaching and quick huddles.
  • Coached customer service professionals to Scorecard, Sales and QA improvement.
  • Led daily operations, ensuring compliance with company standards and customer satisfaction.
  • Assisted customer service professionals with real-time coaching to resolve customer issues.
  • Mentored junior staff, fostering skills development and enhancing team performance.
  • Maintained payroll, attendance, agent productivity, monitoring, training and development.

Education

Five Towns College, Brooklyn College, ROC NCTI, Sharp Electronics School
Brooklyn, NY

Skills

  • Excel, MapZilla, Prism, Pathtrak
  • Customer relations
  • Analytical thinking
  • Team collaboration
  • Stakeholder engagement
  • Coaching and mentoring
  • Team building
  • Technical troubleshooting
  • Process optimization
  • Written communication

Accomplishments

Golden Mentor Award

Charter Achievement Award Winner

Graduate Interim Supervisor Academy

Development of the Interim Mentor Program

Timeline

ROC Specialist 1 West Region

Charter/Spectrum
04.2017 - 12.2024

Spec 1 TOC Surveillance, Field Operations

Charter/Spectrum
12.2014 - 04.2017

ReM Specialist, Enterprise Retention

TIME WARNER CABLE
04.2011 - 12.2014

Interim Supervisor

TIME WARNER CABLE
10.2008 - 02.2009

Mentor/Coach

TIME WARNER CABLE
03.2006 - 04.2011

Five Towns College, Brooklyn College, ROC NCTI, Sharp Electronics School

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