Timothy Lemke
Hartford,WI
Summary
Accomplished leader with a proven track record at Charter Communications, Spectrum, enhancing team productivity and customer satisfaction through strategic planning and process improvement. Skilled in operations management and staff development, I excel in complex problem-solving and mentoring, achieving significant efficiency gains.
Overview
16
16
years of professional experience
Work History
Regional Support Center Quota Supervisor
Charter Communications, Spectrum
09.2021 - 08.2024
- Oversaw twenty employees to ensure daily tasks are completed including management of technicians in the field, schedules, and customer satisfaction with appointments.
- Developed tenured agents in time management and resource allocation to ensure a positive customer service experience.
- Created processes to improve overall available appointments with customers ensuring service level agreements adhered.
- Reported directly to Director and AVP level leadership daily ensuring business expectations are met and report progress throughout the day.
- Met weekly with agents to provide feedback on their performance and set goals.
IT Systems Administrator
Jackson Hewitt Tax Svc
01.2020 - 01.2022
- Enhanced end-users experience by providing timely and effective desktop support services with repair and replacement of equipment as needed.
- Traveled throughout the market to provide support for system issues.
- Provided basic end-user troubleshooting and desktop support through phone and in person trainings.
- Ensured to maintain same day service level agreements to ensure smooth business operations.
Billing Supervisor
Charter Communications, Spectrum
12.2018 - 09.2021
- Minimized errors in customer billing information through review of accounts with associates to ensure customer satisfaction and education.
- Facilitated monthly meetings with team members to discuss performance metrics, share best practices, and address any concerns or challenges faced during the week with any updated process changes.
- Enhanced team productivity by providing ongoing training, guidance, and support to billing staff members through weekly coaching and support via a help line.
- Increased staff efficiency through regular evaluations, targeted coaching sessions, and tailored performance improvement plans.
- Handled escalated customers utilizing empathy, acquired customer service skills through my tenure, and education of the customer on billing processes.
- Researched and resolved billing discrepancies to enable accurate billing with management of adjustments submitted by direct reports.
Billing Lead
Charter Communications, Spectrum
09.2015 - 12.2018
- Ensured compliance with company policy and procedures by staying informed on changes and updating coworkers and subordinates through email, team meetings, and direct coaching.
- Prioritized and managed high-volume workloads through a help line.
- Meeting established deadlines of customer escalations created through governmental agencies such as the BBB, FCC, and corporate team members including the CEO.
- Assisted with the creation of a "lead team" that redefined the role and handled training of the new processes to seventeen peers.
- Developed training materials to onboard new employees, setting them up for success in their roles as Billing Specialists.
Retention and Billing Representative
Charter Communications, Spectrum
03.2008 - 09.2015
- Reviewed and solved account and billing discrepancies.
- Utilized call flow and customer service soft skills to ensure a positive customer experience while ensuring to meet company set metrics.
- Utilized as a subject manner expert with my peers to share acquired skillsets and increase overall department performance.
- Utilized on multiple occasions as an interim lead.
- Achieved consistent performance metrics targets by prioritizing tasks effectively amid fluctuating workloads earning over 12 awards for performing in the top twenty percentile.
- Adapted quickly to changing technologies or systems upgrades, ensuring minimal disruption to daily workflow during transitions periods.
- Enhanced client satisfaction with prompt resolution of billing inquiries and disputes.
Education
Bachelor of Science - Cybersecurity
Southern New Hampshire University
Hooksett, NH04.2022
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Complex Problem-Solving
- Strategic Planning
- Staff Development
- Processes and procedures
- Process Monitoring and Improvement
- Performance Metrics
- Project Management
- Time Management
- Team building
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Regional Support Center Quota Supervisor
Charter Communications, Spectrum
09.2021 - 08.2024
IT Systems Administrator
Jackson Hewitt Tax Svc
01.2020 - 01.2022
Billing Supervisor
Charter Communications, Spectrum
12.2018 - 09.2021
Billing Lead
Charter Communications, Spectrum
09.2015 - 12.2018
Retention and Billing Representative
Charter Communications, Spectrum
03.2008 - 09.2015
Bachelor of Science - Cybersecurity
Southern New Hampshire University
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