Kent R. Blair
Spectrum/Charter Communications
Holley,NY
30
years of professional experience
Dynamic leader with a proven track record at Spectrum/Charter Communications, driving operational excellence and enhancing customer experience. Skilled in financial planning and group collaboration, I successfully managed a team of over 150, implementing strategic initiatives that improved performance metrics, and fostered a culture of continuous improvement.
Work History
Director, Field Operations
29 Years 8 Months- Maintain daily operations and forecasting of a team of 150-plus technicians, 3 managers, and 12 supervisors who provide first-class customer service. I provide leadership oversight for residential, SMB, and enterprise verticals. Establish and maintain relationships with business partners to achieve needed results and improve the customer experience. Manage daily metrics and implement plans to improve overall performance. Ensured all employees maintained expected performance levels, including succession planning and improvement opportunities.
- Led strategic initiatives that enhanced organizational efficiency and effectiveness, contributing to overall operational success.
- Developed and implemented training programs for field operations staff, improving service delivery standards.
Justice
3 Years- Served as Judge for a newly established local justice court. Handled approximately 125 biweekly cases, including arraignments, trials, hearings, and dispositions for traffic offenses, misdemeanors, violations, and felony matters. I am also certified to conduct marriage ceremonies within the New York State. Annual requirement was to pass a series of tests with the New York State Unified Court System to maintain the position.
- Presided over court proceedings, ensuring fair and impartial administration of justice.
- Interpreted and applied laws and regulations to resolve legal disputes effectively.
- Managed case calendars, optimizing courtroom schedules for efficiency.
Trustee
4 Years- Served a four-year term as Trustee for the Village of Brockport. Acted as liaison to the police, fire ambulance departments, planning board, and parks committee.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
Certificate - LEAP (Lead, Engage, Accelerate, Progress)
Certificate - SCTE-ISBE Georgia Tech Management Development Prog
Skills
Team collaboration
Budget management
Process design and implementation
Program implementation
Operational leadership
Budget oversight
Written and verbal communication
Multitasking and team adaptability
Relationship building
Accomplishments
- Committee member for companywide initiatives | Day in the Life of a Supervisor | PointView Reporting tool | Diversity Council | Represented Spectrum in 11 small claims cases winning 10 cases | Graduate in the Lead, Engage, Accelerate and Progress program | Attended SCTE-ISBE Georgia Tech Management Development Program.
- Designed court layout for build out and implementation | Hired complete staff, Court Clerks and Court Security Officers | Annual educational requirements completed months in advance | 100% compliance financial reporting to New York State
- Legislated for smoke free parks within the village, passed and received grants for signage | successfully supported and achieved formation of Brockport Fire District | Suggested and implemented a Brockport Police Resource office within the Brockport School District | Held position of public information officer | Held position of Chair of Code Review Committee
- 25+ years' experience in leadership within the telecommunication industry. Oversaw field operations. FTs involvement with High Split activity: End of Line Testing and TQA process for quality control Manpower planning 24/7 support for technician around the clock on this project. CLU program to improve 4X75 metrics. Extensive reporting for field operations department: BI reporting – generate numerous reports for overall metrics. Tier and PA reporting down to the technician level. Weekly reporting to identify trends and implement plans of improvement. Use monitoring tools to identify service problem and implement plan to correct. Identify technician missed opportunities and plan corrective action. Partner with ISP, OSP and Construction to correct service issues at the address, node and/or hub level.
- Enterprise Training Lab WNY has established an Enterprise Lab that will be utilized for across the region to train new FT6 technicians. Prepared a budget of required material and partnered with business planning. Worked with facilities and business planning to locate space within the Lancaster office to stand up the lab. Partnered with training to identify a designated trainer for enterprise products.
POSITIONS HELD
Installation Service Technician 1997 - 1998 | Plant Maintenance Technician 1998 - 2000 | Field Operations Supervisor 2000 - 2005 | Field Operations Manager 2005 - 2019 | Field Operations Director 2019 – Present – 27 plus years leadership experience
Timeline
Justice
Village of Brockport
01.2014 - 01.2017Read More
Trustee
Village of Brockport
01.2008 - 01.2012Read More
Director, Field Operations
Spectrum/Charter Communications
01.1997 - CurrentRead More
Georgia Tech
Certificate from SCTE-ISBE Georgia Tech Management Development Prog
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Charter Communications
Certificate from LEAP (Lead, Engage, Accelerate, Progress)
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