Rose Garcia

Triaging the Spectrum network, is a systematic process for identifying, prioritizing, and managing network outage incidents based on their severity and impact. Researching fiber and coaxial line breaks, analyzing the causes and effect of line breaks, rectifying and engaging the correct teams for repairing line breaks with construction repair teams, fiber technicians, Physical Security Operation Center (PSOC) and management staff up to and including the Vice President level. Responding to all California Public Utilities Commission (PUC) requires, regarding the loss of 911 emergency services. Mentoring and creating a team effort philosophy with my peers. Maintaining and exceeding service level agreements between both internal and external customer.

Effectively and efficiently selling Spectrum products and troubleshooting entertainment and communication devices for our subscribers. Ensuring all billing and sales are correctly entered and reflected on our subscribers' statements. Creating a customers expectations, including timeframe of repairs, when billing corrections would be reflected on monthly statements and all services we supply. Providing excellent customer experiences.

Manage, resolve, document and directly supervise the daily activities of the sales, clerical and support teams. Facilitate, train, mentor, while motivation the teams' to exceed individual and company goals. Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.

Develop solutions or alternative practices and recommend new procedures, or organizational changes. Initiate and manage information technology (IT) projects. Supporting and monitoring progress, adjusting deadlines, evaluating business and cost implications. Acted as the liaison between upper management and staff members, promoting positive working relationships built on trust.

Initiate, plan, execute, monitor, control and closure of Information Technology (IT) projects. Lead and guide the work of technical staff. Served as liaison between business and technical aspects of projects. Led migration projects to modernize legacy systems without disrupting daily operations or compromising security standards. Implemented effective backup systems to ensure data integrity and availability in case of disaster recovery scenarios.

Maintained accurate documentation of all completed tasks.

Responsible for the entire life cycle of a product, including acquisition, distribution, internal allocation, delivery and final disposal of resources. Reviewed and approved purchase orders and invoices for accuracy and completeness. Monitored contract terms adherence holding vendors accountable for their performance and resolving disputes promptly. Tracked contract performance metrics and reported issues or non-compliance with appropriate stakeholders.

Maintained up-to-date records of employee information ensuring accurate reporting and data-driven decision making. Provided guidance to managers and employees on talent management, payroll, FMLA and benefits. Served as a liaison between employees and management, addressing concerns or questions to promote open communication and maintain trust. Conducted confidential investigations of discrimination, harassment and workplace violence. Administered benefits programs effectively, ensuring accurate enrollment and timely processing of claims for employees. Coached managers through employee engagement, documentation, discipline and performance improvement plans.

Optimized workforce management by effectively scheduling and allocating resources to meet demand. Collaborated closely with HR department on recruitment efforts to attract top talent for the workforce management team. Maintained accurate records of employee attendance, leave requests, and performance evaluations for better workforce management. Reduced call wait times through efficient workforce management and proper scheduling of team members'' shifts.