Kyle Waugaman

In my current role at Charter Communications, I serve as a Spectrum Mobile Customer Service Activation and Repair Representative, where I focus on assisting customers with the activation of their mobile services and troubleshooting various issues related to their devices. My responsibilities include investigating problems stemming from outages, device malfunctions, or general inquiries, all while fostering a strong rapport with customers through effective communication and a deep understanding of their needs during the troubleshooting process. To enhance my ability to assist customers and safeguard their Customer Proprietary Network Information (CPNI), I stay well-informed about Spectrum's policies and procedures. Additionally, I contribute to the team by facilitating coaching sessions and leading weekly meetings, positioning myself as a reliable resource for both colleagues and customers seeking technical information about specific devices and operational queries. My involvement in various projects and committees further underscores my commitment to improving both company operations and employee support, ensuring that we collectively deliver exceptional service to our customers.

• Worked at Charter Communications as a Security Site Supervisor. Monitored and authorized entry and departure vendors, visitors, and staff. Created reports on property damage, presence of unauthorized persons, and unusual occurrences. Monitor and respond to central alarm systems for fire, intrusion, and duress alarms as needed. Secure all doors in the facility after hours. Managing the staff schedules for all shifts and events to minimize overtime cost. Monitor the grounds via patrol and security cameras. Supervising the security staff, including hiring, training, and evaluating staff. Maintain staff security logs and provide detailed Pass On Logs for all shifts. Educated and enforced policies, procedures, and safety with staff. Developing the procedures for emergency response and crisis management, physical security, information protection, and incident management. Visually identifying, correcting and recording safety hazards. Maintained a healthy relationship and communication with clients.

• Worked at Liberty Mutual Insurance as a Security Shift Supervisor. Monitored and authorized entry and departure of vehicles, cargo trucks, visitors, and staff. Detect suspicious activities and watch for criminal acts and rule infractions. Write reports on property damage, presence of unauthorized persons, and unusual occurrences. Monitor and respond to central alarm systems for fire, intrusion, and duress alarms as needed. Secure all doors in the office and main buildings after hours. Monitor the grounds via foot/driving patrols and security cameras. Maintain security logs and provide detailed Pass On Logs for all shifts. I have certified and trained new hires. Educated and enforced policies, procedures, and safety with staff. Schedule management. I currently work at Charter Communications.

• Worked at various locations for AUS as Security Officer. Monitored and authorized entry and departure of vehicles, cargo trucks, visitors, and staff. Detect suspicious activities and watch for criminal acts and rule infractions. Write reports on property damage, presence of unauthorized persons, and unusual occurrences. Secure all doors in the main buildings after hours. Monitor the grounds via patrols and security cameras. I occasionally assist with covering schedules, training, and orientation of new hires.