Stephen Gercak
Louisville
Summary
Recognized as MVP at Time Warner Cable in 2015, demonstrating exceptional commitment to team success.
Designed and implemented Tableau dashboards to enhance data visualization for executives.
Engineered innovative applications with Power Apps and Power Automate to streamline corporate initiatives and improve operational efficiency.
Overview
16
16
years of professional experience
Work History
Reports Specialist, Customer Service GVP Operations
Charter Communications
Louisville, KY
09.2023 - 10.2025
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Build and implement reporting and application solutions to provide increased efficiency and consistency, higher employee satisfaction, and reduced costs.
- Understand policies, procedures, and practices for analysis of business performance and impact.
- Produce summary and detailed reporting solutions for key performance indicators, utilizing data housed in multiple databases/systems.
- Produce ad hoc reports to answer business questions quickly and thoroughly.
- Develop technology documentation to support ongoing maintenance of reporting and application solutions.
- Develop communication documentation to support deployment of reporting and application solutions to end users.
Supervisor, Residential Customer Care - Internet and Phone Repair
Charter Communications
Louisville, KY
09.2021 - 09.2023
- Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy, and teamwork.
- Monitor individual and team performance to ensure performance and quality standards are met or exceeded.
- Assist team with escalated customer issues.
- Ensure departmental standards regarding customer experience are met by regularly monitoring calls and performance metrics to provide feedback or coaching.
- Establish and maintain interdepartmental relationships to ensure alignment on all business initiatives.
- Develop Staff to be more effective in their roles by providing on-going coaching and on-the-job training.
- Handle department personnel issues including performance reviews, counseling and progressive disciplinary actions as needed.
- Ensure Kronos payroll system is properly accounted for and accurately updated for team.
- Motivate and inspire others to action utilizing effective leadership skills including problem solving, team development.
- Performs other duties as requested by management.
Supervisor, Regional Support Center/ Dispatch
Charter Communications
Streetsboro, OH
11.2016 - 09.2021
- Ensures RSC personnel are effectively liaising between the technical group and customer care by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Field Technicians.
- Communicates with Technical Managers and Customer Care Managers as needed to maximize efficiencies and resolve issues.
- Responsible for meeting established team goals, monitoring and controlling workflow and contributing to the effective operation of the RSC.
- Monitors real time call flow, inbound RSC personnel availability, service levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
- Participates and contributes to company initiatives regarding service delivery and fulfillment activities.
- Oversees training for newly hired and ongoing training for RSC personnel; instructs, assists, and coaches employees as necessary.
- Hires, trains, and evaluates RSC personnel; oversees scheduling of workloads.
- Provides leadership and direction to the RSC team; coaching, counseling, training, and feedback in a timely manner to ensure employee performance improvement and development.
- Research requests for priority work, determines needs and takes appropriate action within established policy guidelines.
Escalation Specialist, Office of the President
Time Warner Cable/ Charter Communications
Garfield Hts., OH
02.2014 - 11.2016
- Resolve customer escalations from Time Warner Cable Corporate office, FCC, Better Business Bureau, Public Utilities Commission, Attorney General and other regulatory bodies from several regions throughout the Midwest Division.
- Maintain records and documentation of customer complaints and resolutions.
- Provide constructive feedback to employees and management team for areas of improvement of customer satisfaction.
- Follow company strategy as well as policies and procedures to resolve customer escalations.
- Maintain performance goals outlined by the department.
- Perform other duties as assigned.
Customer Care Lead / Subject Matter Expert/ Mentor Coordinator
Time Warner Cable
Garfield Hts., OH
04.2012 - 02.2014
- Assist Customer Care agents in answering questions and/or providing coaching to ensure they understand troubleshooting, all products, and services, and have strong knowledge of policies and procedures.
- Assist in identifying call driver activity and real time agent efficiencies.
- Facilitate new hire transition from training environment to live working environment.
- Conduct and develop ongoing and recursive training and coaching.
- Schedule and supervise mentors to assist with new hire training program.
- Support Call Center Supervisors manage agent teams.
- Work with team members of other departments to coordinate mentor schedules, new hire training, ongoing training and to meet customer’s needs.
- Work as interim supervisor in the absence of customer care supervisors.
- Work to solve customer issues on agent escalated calls.
Customer & Sales Representative / Mentor
Time Warner Cable
Garfield Hts., OH
02.2010 - 04.2012
- Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending call.
- Provide basic technical support over the phone and if necessary, schedule service calls to resolve customer issues.
- Educate customers on how to prevent future billing or technical issues is the future.
Education
IT Programming and Development
Cuyahoga Community College
Cleveland, OHPsychology
Cleveland State University
Cleveland, OHMusic Education, Psychology
Heidelberg University
Tiffin, OHHigh School -
Avon Lake High School
Avon Lake, OHSkills
- Managed tasks autonomously to uphold high levels of quality and productivity in operations
- Developed knowledge and competencies promptly to support team effectiveness and productivity
- Employed creative strategies and independent analysis to improve problem-solving effectiveness
- Implemented Microsoft Power Platform tools to streamline workflows and improve data organization for diverse project initiatives
- Developed and implemented interactive dashboards using Tableau to support informed business decisions
- Uphold high-quality and ethical standards to ensure integrity in all work activities
- Coordinated various tasks concurrently to improve overall service delivery and enhance customer satisfaction
- Applied years of supervisory experience to elevate team productivity and streamline operations
- Applied SQL skills to optimize database efficiency, facilitating effective data-driven strategies
Timeline
Reports Specialist, Customer Service GVP Operations
Charter Communications
09.2023 - 10.2025
Supervisor, Residential Customer Care - Internet and Phone Repair
Charter Communications
09.2021 - 09.2023
Supervisor, Regional Support Center/ Dispatch
Charter Communications
11.2016 - 09.2021
Escalation Specialist, Office of the President
Time Warner Cable/ Charter Communications
02.2014 - 11.2016
Customer Care Lead / Subject Matter Expert/ Mentor Coordinator
Time Warner Cable
04.2012 - 02.2014
Customer & Sales Representative / Mentor
Time Warner Cable
02.2010 - 04.2012
IT Programming and Development
Cuyahoga Community College
Psychology
Cleveland State University
Music Education, Psychology
Heidelberg University
High School -
Avon Lake High School