Yvonnette G. Brown
Los Angeles,CA
Summary
Spearheaded regional operations initiatives, driving productivity and enhancing organizational success.
Overview
6
6
years of professional experience
Work History
Regional Operations Center Representative
Charter Communications
02.2015 - 2024
- Duties are utilization of operational national tools, and processes to provide 24/7 incident management to a vast hybrid-fiber coaxial plant network.
- Identification of Network Outages (Fiber/Coax), seamless communication and collaboration with internal vendors to ensure consistent adherence to company policies and procedures.
- Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
- Manage inquiries escalated by National Operations Center and Enterprise Commercial Operation Center, and DOCSIS affecting end user performance, customer business operations, residential and transport/backhaul customers.
- Dispatching maintenance and fiber teams fix agent support coax and fiber plant related outages. Assists fix agent by providing general root cause location information. Ensures the details and information provided to the fix agent support fix agent efficiency, safe restoration and work practices and compliance with all company specifications, policies, and the ROC Playbook.
- Focusing primarily on outages, performs basic to intermediate first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection, and collation of key information for SRO ticket creation.
Help Desk Dispatcher 3
Time Warner Cable
12.2008 - 02.2015
- Coordination of all customer work orders in regard to cable, high speed and Digital phone service problems.
- Interface with customers via phone for confirmation of appointments and any Follow up needed.
- Coordination of all Los Angeles Metro Contractors schedules work orders and Service calls according to urgency.
- Assigns work orders for distribution, trouble shooting of customer issues to Decrease OTG rate and trouble call repair rate.
- Monitors and dispatches daily pool calls.
- Communication with all field personal via Workforce Management, radio or Telephone.
- Utilizes Work Force Management system to route calls to achieve full Optimization.
- Follows outage escalation procedures dispatch on call emergency tech to resolve Service area issues.
- Makes necessary notifications of issues involving head end equipment problems.
- Other duties are as follow: Assist in Lead Capacity in supervisor’s absence, Organizing and assisting the Nam team with training materials for new team Members, resolving supervisor related issue with customer’s accounts and Equipment, handling of OTP related issues via email or network communicator and Programs utilized for efficiency within the contractor Nam.
Education
Appraisal
Los Angeles Southwest College
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Westchester High School
Skills
Customer support
Goal-oriented mindset
Customer relations
Data entry proficiency
Client relationship building
Client services
Staff training
Paperwork processing
Telephone reception
Timeline
Regional Operations Center Representative
Charter Communications
02.2015 - 2024
Help Desk Dispatcher 3
Time Warner Cable
12.2008 - 02.2015
Appraisal
Los Angeles Southwest College
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Westchester High School
CUST
- Yvonnette G. Brown
- 744 E 108th Street
- Los Angeles, CA 90059
- 213-272-5603
- September 30, 2023
- Human Resources
- Recruiting Department
- To Whom It May Concern:
- The following resume is in response to your Career posting for a Technical Operations Representative.
- I am especially interested in this position because of my 24 years of experience in the Telecommunications Industry. My experience ranges from Customer Care Representative to Regional Operations Representative.
- I have been responsible for assisting customers locally and nationally, in my various roles with the cable industry, from interacting with our customer in Customer Care to the provisioning of telephony, to the building of transponder units for maintenance technicians in Southern and Northern California. These experiences have enabled me to utilize my multitask skills, to prioritize goal initiatives and proper time management to increase profit potential, reduce profit loss for our industry and to remain competitive globally. But it was also these very same skills plus my education that has made my career path successful and my desire to be a part of a globally recognized organization.
- My work experience ranges from Customer Care to Account Manager to my current position ROC Representative. I would appreciate the opportunity of discussing my qualification with you in person. Please feel free to Contact me at cell phone at 213-272-5603.
- I look forward to meeting you.
- Yvonnette G Brown