National Field Support Supervisor at Charter Communications (2017-10 – Present)
Lead national service support operations with primary responsibility for routing oversight, quota management, and workforce coordination across high-volume, multi-region field environments.
- Optimized daily routing and capacity planning across 2 regions and 7 management areas utilizing CSG Field Service Management, successfully maximizing technician quota and agent utilization.
- Partnered with local field leaders, vendor partners, and internal teams to maintain service levels and operational continuity, driving route optimization, on-time arrival (OTA), and appointment availability.
- Monitored operational performance metrics and identified trends impacting efficiency, safety, and customer experience.
- Spearheaded operational compliance goals by developing and refining standard operating procedures (SOPs) within a highly regulated telecom service environment.
- Engineered continuous process improvements focused on routing accuracy, workload balancing, and service reliability to reduce operational delays.
Dispatch Supervisor at Bright House Networks (Acquired by Charter Communications 2016) (2016-10 – 2017-10)
Supervised real-time dispatch operations supporting residential service technicians in a high-volume environment.
- Allocated technicians and equipment to meet daily service commitments, urgent work, and emergency response needs.
- Enforced safety protocols and operational procedures while maintaining productivity and service quality.
- Resolved customer complaints and field issues through coordination with technicians, supervisors, and support teams.
- Maintained accurate operational records, schedules, and service documentation.
- Trained and supported dispatch staff to ensure consistent execution and adherence to standards.
Dispatch Lead at Bright House Networks (2015-10 – 2016-10)
- Coordinated work orders, schedules, and field resources to meet customer appointments and service level expectations.
- Supported emergency response and time-sensitive service restoration efforts.
- Utilized workforce management and dispatch systems to track work completion and resource utilization.
- Collaborated with customer service, billing, and field operations teams to resolve issues and improve service outcomes.
- Acted as an escalation point for operational exceptions, collaborating with supervisors to maintain service levels and route stability.
- Identified recurring workflow and system issues and shared feedback to improve efficiency and reduce errors.
Dispatch Agent at Bright House Networks (2014-10 – 2015-10)
- Managed a daily technician route, coordinating assignments and adjustments using Field Service Management (FSM) and Work Assure to support coverage and on-time service delivery.
- Monitored route progress and workload throughout the day, making real-time dispatch decisions to address delays, gaps, and priority work.
- Used CSG and ICOMS billing systems to review account details, validate work orders, and ensure accurate service and billing outcomes.
- Analyzed job volume, technician availability, and service constraints to balance workload and maintain operational efficiency.
- Maintained accurate system updates and documentation to support reporting, visibility, and downstream operational processes.
- Partnered with technicians and support teams to resolve issues quickly while maintaining service level expectations.
Customer Service Agent at Bright House Networks (2013-10 – 2014-10)
- Delivered high-quality customer support on high-volume inbound calls, consistently earning perfect Care scores through accurate issue resolution and professional communication.
- Met or exceeded performance standards for call handling, quality, and adherence in a fast-paced contact center environment.
- Utilized internal systems and tools to document customer interactions accurately and ensure proper follow-up and resolution.
- Recognized for reliability, attention to detail, and strong customer service fundamentals early in tenure.
