Summary
Overview
Work History
Education
Skills
Timeline
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Laura Regalado

Kyle,TX

Summary

Strategic and collaborative leader with over a decade of experience driving operational excellence, team development, and customer satisfaction in fast-paced telecommunications environments. Known for building high-performing teams, optimizing workflows, and leading cross-functional initiatives. Skilled in performance management, sales operations, quality assurance, and employee engagement, with a commitment to continuous improvement and people-first leadership.

Overview

11
11
years of professional experience

Work History

Sales Support Supervisor

Rise Broadband
07.2023 - 08.2025
  • - Led a high-performing support team to ensure accurate order management, customer documentation, and CRM data entry.
  • - Provided team coaching, daily QA reviews, and structured feedback to drive accountability and professional development.
  • - Identified trends through call analysis and performance metrics to inform process improvements and training initiatives.
  • - Partnered cross-functionally to resolve operational issues impacting customer satisfaction and workflow efficiency.
  • - Helped shape team standards by building QA scorecards, training materials, and onboarding resources.

Residential Retention Supervisor

Charter Communications
11.2024 - 07.2023
  • - Managed a team of agents focused on retaining customers and upselling services, improving overall customer loyalty and revenue.
  • - Drove performance through ongoing coaching, KPI analysis, and real-time support.
  • - Modeled conflict resolution during escalated calls and helped train staff on handling high-stakes customer scenarios.
  • - Chaired employee engagement initiatives, improving team morale and collaboration.

Sales & Retention Facilitator

Charter Communications
11.2020 - 07.2023
  • - Delivered new hire and leadership training, supporting onboarding and continuous learning across sales and retention teams.
  • - Tracked learner progress, delivered actionable feedback, and partnered with leadership to align development goals with business needs.
  • - Led virtual and in-person sessions with a focus on engagement, adaptability, and knowledge retention.

Retail Sales Specialist

Charter Communications
07.2018 - 11.2020
  • - Provided top-tier service while promoting product solutions based on customer needs.
  • - Resolved billing concerns and supported customer retention through personalized engagement.

Store Lead

Charter Communications
02.2017 - 07.2018
  • - Mentored team members on service, product knowledge, and sales strategy.
  • - Supported operational alignment across store locations and conducted team huddles to ensure daily readiness.

Assistant Store Manager

Charter Communications
08.2014 - 02.2017
  • - Directed daily operations and coached retail teams to exceed sales goals and customer satisfaction targets.
  • - Facilitated employee development through personalized mentoring and product training.
  • - Promoted a customer-first environment while ensuring alignment with corporate objectives.

Education

Bachelor of Arts - English

University of Texas at Austin
Austin, TX
05.2002

Skills

  • Team Leadership & Coaching
  • Sales Operations & Enablement
  • Performance Management
  • Process Optimization
  • Customer Retention & Service Excellence
  • Cross-Functional Collaboration
  • Quality Assurance & Compliance
  • Training & Development
  • CRM Systems: Salesforce, Netcracker, CSG

Timeline

Residential Retention Supervisor

Charter Communications
11.2024 - 07.2023

Sales Support Supervisor

Rise Broadband
07.2023 - 08.2025

Sales & Retention Facilitator

Charter Communications
11.2020 - 07.2023

Retail Sales Specialist

Charter Communications
07.2018 - 11.2020

Store Lead

Charter Communications
02.2017 - 07.2018

Assistant Store Manager

Charter Communications
08.2014 - 02.2017

Bachelor of Arts - English

University of Texas at Austin

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Laura Regalado