Vannary Kroch
Charlotte,NC
Summary
Experienced Customer Service Supervisor bringing 6 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. With noted experience in budget review, reporting and research. Top-notch administrator with financially-savvy and organized approach. Familiar with helping business leaders understand all facets of operations.
Overview
10
10
years of professional experience
Work History
Business Control Analyst
Charter Communications
05.2023 - Current
- Provided direct support to achieve financial and performance objectives for multiple Service Centers across various locations for Spectrum Mobile and Residential Billing.
- Collaborated closely with the Director of Operations, Site VP’s, and Facility Managers to ensure effective implementation of business strategies.
- Prepared comprehensive business plans on a quarterly basis to forecast and manage spending expectations, with a focus on risk management for both capital and operational expenses.
- Conducted thorough monthly review and analysis of operating and capital expenditures, utilizing variance analysis and expense trending techniques to identify opportunities for expense management.
- Supported the improvement of current processes related to requisitions, purchase orders, and vendor payments, resulting in increased efficiency and accuracy.
- Assisted in the development and maintenance of operating performance metrics for Customer Operations functions, aiding in short- and long-term staffing plans.
Customer Service Supervisor
Charter Communications
12.2016 - 05.2023
- Managed agent performance through oversight of customer escalations, employee coaching/discipline, and customer credits.
- Led weekly team meetings and conducted individual 1:1 coaching sessions to enhance performance and facilitate communication of changes.
- Assisted HR in the hiring process by conducting candidate interviews and providing hiring recommendations.
- Developed and coached agents by focusing on call behaviors, offering improvement tips, and delivering coaching advice.
- Acted as the Supervisor POC for strategic initiatives, including LTWC User Acceptance Testing for Monthly Subscriptions and Gateway 4.0, by monitoring testing and collecting data.
- Actively supported agent promotions by reviewing resumes, conducting mock interviews, and ensuring they meet the requirements for desired positions.
Lead - Signaturehome PSA
Charter Communications
10.2015 - 12.2016
- Provided on-the-job training coaching to enhance department performance by minimizing errors and increasing overall success rate
- Collaborated with Customer Service Representatives and Supervisors to address customer inquiries and escalations effectively
- Scheduled service appointments and offered technical support for cable television, high-speed internet, and home telephone
- Managed billing disputes, explained invoices, and administered service credits using exceptional customer service skills
- Assisted in identifying call drivers and optimizing real-time agent efficiencies.
Level 3 Technical Support
Charter Communications
12.2013 - 10.2015
- Delivered high-quality customer service to clients via phone, addressing various issues such as account activation, maintenance, billing problem solving, modification, enhancement, and troubleshooting
- Assisted internal customers through eChats within Support Center to minimize trouble calls and supported leads in projects including DCI reports
- Utilized excellent interpersonal skills including active listening, clarifying, confirming, and exhibiting tact and diplomacy with clients
- Demonstrated accountability and ensured follow-through by making necessary follow-up calls and maintaining regular client touch points with a sense of urgency
- Resolved service-related issues for clients by effectively utilizing all available diagnostic tools
Education
Some College (No Degree) - Business Administration And Management
Clayton State University
Atlanta, GASkills
- Process Improvement Recommendations
- Financial Reports Analysis
- Corrective Action Plans
- Meeting Leadership
- Performance Improvement
- Expense Reports
- Budgeting and Variance Analysis
Additional Information
- 2016 - Quarter 1 MVP Award Recipient
- 2015- Charter Gold Award Recipient 2015
Timeline
Business Control Analyst
Charter Communications
05.2023 - Current
Customer Service Supervisor
Charter Communications
12.2016 - 05.2023
Lead - Signaturehome PSA
Charter Communications
10.2015 - 12.2016
Level 3 Technical Support
Charter Communications
12.2013 - 10.2015
Some College (No Degree) - Business Administration And Management
Clayton State University
Similar Profiles
Julius MosleyJulius Mosley
Regional Support Agent To NFS Agent at Charter CommunicationsRegional Support Agent To NFS Agent at Charter Communications
PRIYANKA GARGPRIYANKA GARG
Senior Test Engineer at Charter CommunicationsSenior Test Engineer at Charter Communications
Joel Moctezuma RiveraJoel Moctezuma Rivera
OSP Engineer at Charter CommunicationsOSP Engineer at Charter Communications
Matthew C. BrehonMatthew C. Brehon
Corporate Security Officer at Charter CommunicationsCorporate Security Officer at Charter Communications
Samantha CottonSamantha Cotton
Manager at Mellow MushroomManager at Mellow Mushroom