Tamika Drew
Raleigh,NC
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Regional Operations Center Specialist
Charter Communications
01.2015 - Current
- Uses various ROC systems, telemetry, alarms, topology, tools, and other sources of information to identify network outages, impairments, and other issues
- Documents and prepares tickets and work orders to engage the appropriate fix agents and minimize customer impact
- Performs complex troubleshooting, analysis, triangulation, and correlation of network impairments and outage events
- Responsible for routing and supporting Maintenance Techs
- Ensures compliance with change management process and generates reporting on HFC change management activities
- Proactively monitors telemetry and alarm patterns to identify persistent and intermittent problem areas and tracks them to resolution
- Acts as the primary ROC point of contact for tool and system issues.
- Led training sessions for new hires, ensuring they were equipped with the necessary skills to excel in their roles as Center Specialists.
Business Class CTOC Analyst
Time Warner Cable
01.2015 - 01.2017
- Monitored all areas of the Time Warner Cable HFC system
- This includes tracking and preparing for Pay Per-View and TV events, special or unique weather conditions, planned construction or maintenance activities, intrusion alarms and any event/plant related issues impacting Business Class HFC customers
- Established on-going communications with members of the technical team, supervisors, managers, contractors, and all other appropriate people or companies involved in a declared outage.
Business Class Dispatcher
Time Warner Cable
01.2014 - 01.2015
- Updated, created, clear work order requests from field personnel
- Ensured timely completion of all scheduled work orders
- Answered incoming phone calls from field personnel
- Phone, HSD & Video troubleshooting & OMSe -phone provisioning
- Ensured proper coding on accounts and telephone traffic simultaneously from customers and field personnel
- Communicated with order fulfillment and sales support teams for any order related issues identified in the field
- Performed quality control checks on service calls to minimize unnecessary truck rolls
- Routed escalations to the proper field group or Area Manager
- Also assisted department as On-call dispatcher.
Telesales Support Desk Specialist
Time Warner Cable
01.2013 - 01.2014
- Provided order-processing logistics support and data entry support
- Audited corrected and tracked work order errors
- Assisted with reviewing and testing new software and new versions of software used by sales agents
- Communicated with customers professionally to resolve escalated issues including corporate level escalations involving multiple departments
- Developed customer solutions and proactively generates options to resolve issues
- Provided order processing logistics support and data entry support.
RNOC Specialist Dispatcher Customer Care Tech Support Sales Rep New Hire Trainer
Time Warner Cable
01.2004 - 01.2013
Education
NYU Project Management Certificate -
NEW YORK UNIVERSITY
05.2024
MERCY COLLEGE
12.1994
Skills
- Microsoft Excel
- Power Point
- Big Brother
- Help Desk
- ICOMS
- ASCR/CSG
- Call Center Customer Service
- Customer Support
- Data Entry
- Product Knowledge
Volunteer Experience
- Member: Women In Cable Technology NY, NC
- National Association for Multi-Ethnicity in Communications.
Timeline
Regional Operations Center Specialist
Charter Communications
01.2015 - Current
Business Class CTOC Analyst
Time Warner Cable
01.2015 - 01.2017
Business Class Dispatcher
Time Warner Cable
01.2014 - 01.2015
Telesales Support Desk Specialist
Time Warner Cable
01.2013 - 01.2014
RNOC Specialist Dispatcher Customer Care Tech Support Sales Rep New Hire Trainer
Time Warner Cable
01.2004 - 01.2013
NYU Project Management Certificate -
NEW YORK UNIVERSITY
MERCY COLLEGE
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