Seth Allred
Graham,NC
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
15
15
years of professional experience
Work History
Regional Support Center Supervisor
Time Warner Cable (Legacy) / Charter Communication
07.2017 - Current
- Coordinated with other department supervisors to achieve smooth workflow across all areas of the center.
- Implemented quality control measures to ensure the highest level of service for clients.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated 12-15 employee's performance and coached and trained to improve weak areas.
- Assisted in the hiring process by conducting interviews, reviewing resumes, and selecting top candidates for open positions within the center.
- Increased customer satisfaction by addressing concerns promptly, resolving issues efficiently, and maintaining a professional demeanor at all times.
- Leveraged advanced Excel functions and formulas to manipulate large data sets, improving overall reporting speed and efficiency.
- Served as subject matter expert on internal reporting practices, providing guidance and recommendations to colleagues throughout the organization.
Advanced Technical Support Supervisor
Time Warner Cable (Legacy) / Charter
03.2014 - 07.2017
- Established clear performance expectations for the support team of 21 employees, resulting in improved accountability and measurable results.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Managed a team of 21 support professionals, fostering an environment of collaboration and growth.
- Reduced customer wait times by implementing automated ticketing systems and prioritizing urgent requests.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Coached employees through day-to-day work and complex problems.
- Managed specialist team to provide technical assistance and customer service.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Dispatch Lead
Time Warner Cable
12.2011 - 03.2014
- Streamlined workflow for improved response times with thorough planning and organization of tasks.
- Analyzed data on operations performance to identify areas for improvement and develop targeted strategies.
- Utilized advanced problem-solving skills to quickly resolve dispatch-related issues as they arose.
- Trained new employees on company policies, procedures, and best practices within the dispatch department.
- Monitored employee performance regularly through assessments and feedback sessions leading to continuous improvement opportunities.
Digital Phone Lead
Time Warner Cable
08.2009 - 09.2010
- Implemented standardized work procedures, ensuring consistency in operations while maximizing efficiency.
- Championed a culture of continuous improvement by fostering employee engagement and promoting best practices consistently.
- Identified root causes of recurring issues through rigorous problem-solving techniques, developing long-term solutions to prevent recurrence.
- Enhanced customer satisfaction by efficiently provisioning products and services.
Education
Bachelor of Arts - Operations Management
Ashford University
Clinton, Iowa12.2008
Associate of Applied Science - IS Network Administration and Support
Guilford Technical Community College
Jamestown, NC05.2003
Skills
- Team Management
- Recruitment and hiring
- Training and mentoring
- Data Analytics
- Handling Complaints
Timeline
Regional Support Center Supervisor
Time Warner Cable (Legacy) / Charter Communication
07.2017 - Current
Advanced Technical Support Supervisor
Time Warner Cable (Legacy) / Charter
03.2014 - 07.2017
Dispatch Lead
Time Warner Cable
12.2011 - 03.2014
Digital Phone Lead
Time Warner Cable
08.2009 - 09.2010
Bachelor of Arts - Operations Management
Ashford University
Associate of Applied Science - IS Network Administration and Support
Guilford Technical Community College
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