Lourdes Severon
Summary
Reliable team member with strong communication skills ande ability to adjust work for various environments. Handles modifications, requests and feedback from colleagues, clients and vendors in efficient manner, understanding needs of all parties involved. Flexible in adapting work style to fit different projects and juggling multiple assignments within tight deadlines. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Designer II
Charter Spectrum
01.2023 - Current
- Managed multiple design projects simultaneously, ensuring timely delivery within time constraints.
- Streamlined design processes, resulting in increased efficiency and faster project completion times.
- Created Chalk site for team to reference ongoing updates to Construction/Design processes
- Lead project to update region map
ROC IV Specialist
Charter Communications
10.2019 - Current
- Route and Dispatch OSP maintenance technicians to outages, boundary partner escalations, line escalations and CLI events
- Monitor and update NOC events that would include OLT escalations and fiber breaks, MDU managed WiFi and Enterprise escalations
- QC maintenance referrals from Field Ops
- Update our online department polices and processes (via Chalk) and update shared smartsheet for repeat outages
- Update Pathtrak with missing nodes in the tool.
ROC Specialist
Charter Communications
02.2017 - 10.2019
- Claim and deflect outages, deflect orders while maintenance techs are on site, deflect for CRQ work in progress, update all outage tickets, send and monitor outage reports
Ctoc Analyst
Charter Communications
07.2013 - 02.2017
- Claim and deflect outages on Commercial nodes, dispatched techs across all markets for impairment issues on Commercial nodes
- Escalated and dispatched techs to address issues impacting Enterprise/Commercial customers
Escalations Lead
Time Warner Cable
11.2011 - 07.2013
- Addressed and handled customer service escalations sent over by the Customer service teams, assisted in training agents on new processes in sales and billing via CSG, helped beta test the CS Chat services.
Customer Service agent
Time Warner Cable
01.2011 - 11.2011
- Addressed and handled customer service calls, assisted troubleshooting video and HSD issues with customers over the phone, and escalating area wide service issues to proper departments.
Education
Bachelor of arts -
Suny Buffalo state
01.1990
Skills
- MS Xcel
- MS Word
- Bentley
- Lighthouse/Scope
- CSG
- Sharepoint
- Archer
- Magellan
Timeline
Designer II
Charter Spectrum
01.2023 - Current
ROC IV Specialist
Charter Communications
10.2019 - Current
ROC Specialist
Charter Communications
02.2017 - 10.2019
Ctoc Analyst
Charter Communications
07.2013 - 02.2017
Escalations Lead
Time Warner Cable
11.2011 - 07.2013
Customer Service agent
Time Warner Cable
01.2011 - 11.2011
Bachelor of arts -
Suny Buffalo state