Reina Malloy
Rochester,NY
Summary
Dynamic and results-driven Customer Service Manager with over 20 years of experience in telecommunications and human services. Proven track record of leading high-performing teams, driving operational efficiency, and spearheading strategic initiatives for Spectrum/Charter Communications. Expertise in talent development, process improvement, and cross-functional collaboration to enhance the customer experience and financial performance.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Charter Communications, Spectrum
Rochester, NY
08.2019 - Current
- Organizational Oversight: Direct the daily operations and professional development of a 400-employee call center, managing 11 direct Supervisors and providing leadership to 200+ indirect reports.
- Leadership Development: Direct and develop up to 10 Supervisors, implementing a "coach-the-coach" model to improve team-wide operational effectiveness.
- Process Improvement: Partnered with Finance to research and optimize Mobile Credit Efficiency, leading to more accurate financial reporting and training adjustments.
- Onboarding Enhancements: Led special projects to overhaul the New Hire Process, reducing ramp-up time for agents and supervisors.
- Program Delivery: Oversee the Bridge Program, coordinating cross-departmental training to ensure consistent service delivery across Video and Mobile segments.
- Strategic Alignment: Facilitate the UCM Process enhancements, aligning local training goals with corporate operational benchmarks.
Customer Service Supervisor
Charter Communications, Spectrum
Rochester, NY
08.2017 - 08.2019
- Performance Coaching: Leveraged monthly call audits to identify individual learning gaps and delivered targeted coaching sessions to representatives.
- Curriculum Application: Coached agents on positive behaviors and technical troubleshooting steps to drive achievement of monthly metrics.
- Escalation Management: Facilitated high-level resolution training by handling customer escalations, using them as live-learning opportunities for the team.
Customer Service Representative
Charter Communications, Spectrum
Rochester, NY
11.2014 - 08.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic while maintaining service quality standards.
- Trained new team members on customer service protocols and company policies.
- Implemented process improvements to enhance customer satisfaction and operational efficiency.
- Technical Expertise: Mastered complex troubleshooting for Cable, Internet, and Home Phone, eventually serving as a peer mentor for new hires.
Residence Manager
CDS Monarch
Rochester, NY
08.2010 - 06.2014
- Oversaw daily operations of residential facilities, ensuring compliance with regulations and standards.
- Developed and implemented individualized support plans for residents, enhancing quality of life.
- Trained and mentored staff in best practices for resident care and facility management.
- Managed budgeting processes, optimizing resource allocation across multiple residences.
- Certified Instructor: Served as a Train-the-Trainer for CPR/FA/AED, certifying staff in pediatric, infant, and adult emergency response.
- Compliance Training: Supervised direct care staff to ensure 100% compliance with resident habilitation documentation and IPOP requirements.
Education
Paralegal Certificate - Psychology
SUNY Brockport
Brockport, NYParalegal Certificate - Paralegal
Hudson Valley Community College
Troy, NY06-2005
Associate of Applied Science - Human Services
Schenectady County Community College
Schenectady, NY06-2010
Skills
- Large-Scale Operations: Org Design, Strategic Planning, & Multi-Tiered Management (400 FTE)
- Talent Development: Enterprise Onboarding, Instructional Strategy, & Performance Standardization
- Business Transformation: Change Management, Process Engineering, & Cross-Functional Collaboration
- Operational & Financial Engineering: Specialized in budget oversight, mobile credit efficiency, and process engineering (UCM/New Hire) to optimize scale
Accomplishments
- Excellence Award: 3rd Quarter 2025
- Bronze Award: May 2024
- Gold Award: 2019
Timeline
Customer Service Manager
Charter Communications, Spectrum
08.2019 - Current
Customer Service Supervisor
Charter Communications, Spectrum
08.2017 - 08.2019
Customer Service Representative
Charter Communications, Spectrum
11.2014 - 08.2017
Residence Manager
CDS Monarch
08.2010 - 06.2014
Paralegal Certificate - Psychology
SUNY Brockport
Paralegal Certificate - Paralegal
Hudson Valley Community College
Associate of Applied Science - Human Services
Schenectady County Community College