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communication operations supervisor resume example with 20+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Communication Operations Supervisor Lead, empower, and develop a robust team of Real Time Analysts within a time sensitive and fast paced environment to ensure preservation of Service Level. Evaluates activities of the RMG to assure the highest standard of customer service to our business partners. Provide coaching & areas of opportunity to analysts to support their professional development & growth. Proficiently communicate performance to leadership through advanced reports and analysis and provide recommendations to address obstacles that stand in the way of meeting Service Level Objectives. Support and drive functional team meeting to provide critical updates to the team for any upcoming initiatives or business impacting events. Also allocate time within team meeting to enjoy non-business-related items and team building activities to stay connected during the pandemic and work from home. I have gained the trust of the team by holding myself accountable for following up on their needs and concerns which has shown with the continued improvement of the teams NPS scores. Excel in resolving employee challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction and the bottom line. Ensure maximum productivity through route consolidation Team compliance with standards, goals, and ethics Manage and approve employee timekeeping, overtime, and scheduling for divisional Technical Logistics Center team Oversee team training and compliance Offer advanced computer skills in MS Office Suite and other applications/systems.

Skills
  • Office Management
  • Teambuilding & Supervision
  • Staff Planning Development & Training
  • (Workforce Management)
  • Report & Document Preparation
  • Spreadsheet & Database Creation
  • Office Suite Proficiency
  • Analysis of KPI
  • Avaya
  • Union Experience
  • Microsoft Office Suite
  • Report Preparation and Analysis
  • Complex Problem Solving
  • Decision Making
  • Team Management and Supervision
  • Schedule Coordination
  • Time Management
  • Coaching and Mentoring
  • Staff Development and Training
  • Multitasking and Organization
  • Performance Management
  • Staff Scheduling
  • Team Leadership
  • Team Building
  • Workflow Optimization
  • Motivational Leadership
  • Quality Assurance
  • Relationship Building
  • Staff Supervision
  • Employee Motivation and Discipline
  • Friendly and Relatable
  • Verbal and Written Communication
  • Honesty and Integrity
  • Methodical and Organized
  • Adaptable and Resilient
  • Multitasking and Prioritization
Experience
11/2006 to Current Communication Operations Supervisor Ava Labs | Brooklyn, NY,
  • Repeatedly promoted during tenure with Adelphia Cable, until, takeover and offer of current position, culminating in current responsibility for the operation of a communications group responsible for trouble call delegation and resolution; office functions and supervising a team of Technical Logistic liaisons
  • Results:
  • Developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions
  • Decreased call time wait by more than 90% from 20 minutes to less than 2 minutes
  • Ranked in top 5% of Comcast in Employee Satisfaction surveys judging and ranking management
  • Mentored and developed several employees to promotion
  • Strong team building skills
  • Strong in reporting, data collection and analysis
  • Strong MS Office skills
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics.
  • Delivered positive customer experiences by implementing effective quality assurance practices.
  • Improved morale and management communication by creating employee recognition and rewards practices.
  • Created corrective actions based on adverse KPI trends.
  • Conducted employee observations and documented findings.
  • Responded to information requests from superiors, providing specific documentation.
  • Measured and reviewed performance via KPIs and metrics.
  • Collaborated with team leaders on quality audits.
  • Trained, mentored and motivated employees to maximize team productivity.
  • Developed action plans based on analysis findings and implemented solutions.
  • Evaluated and reported on department metrics to upper management.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Interpreted and explained work procedures and policies to brief staff.
01/2004 to 08/2006 Communications Manager Treehouse Foods | Tonawanda, NY,
  • Produced internal newsletter and employee communications to keep personnel informed of corporate events and programs.
  • Partnered with internal business stakeholders, subject matter experts and thought leaders to develop internal and external content to highlight purpose-driven projects and unique culture.
  • Gathered and analyzed market data to influence business decisions.
  • Leverage expertise to devise and actualize corporate communication plans.
  • Directed activities of external agencies, establishments or departments.
  • Conferred with labor relations managers to develop internal communications to inform employees of company activities.
  • Elevated quality of work and productivity from team members through improved training strategies.
  • Worked overtime to respond to emergencies and fix unsafe conditions.
03/1998 to 12/2003 Technical Field Supervisor Telemedia Cable | City, STATE,
  • Union Techs Mentored and developed
  • Developed goals and objectives
  • Effective resolution of safety issues
  • Managed Staff, including hiring, training, coaching
  • Strong team building skills
  • Developed successful resolutions for issues that arose during field operations.
  • Completed projects milestones on time by keeping team members on task and operating with efficiency.
  • Conferred with management, technical personnel or contractors to resolve problems or coordinate operations.
  • Troubleshot with fault isolation techniques and utilized remote test systems to isolate and resolve ongoing issues.
  • Assigned work to field employees, based on material or work requirements for specific jobs.
  • Trained workers in equipment operation, safety procedures and company policies.
  • Resolved customer issues and built strong, productive relationships with project stakeholders.
  • Delegated work to staff, setting priorities and goals.
12/1993 to 03/1998 Line Technician Telemedia Cable | City, STATE,
  • Responsible for balancing lines, splicing wires and equipment; repairing outages
  • Completed both major and minor repairs on equipment and performed product changeovers.
  • Calibrated equipment and troubleshot malfunctions.
  • Safely handled industry-specific equipment.
  • Accurately recorded and reported all operations and maintained communication with other workers.
  • Installed, set up and repaired devices and system components.
  • Ran wires between components and to outside cable systems.
  • Installed and repaired distribution racks and cables.
  • Demonstrated equipment to customers and explained use, responding to inquiries or complaints.
  • Assembled and installed communication equipment.
  • Tested circuits and components of malfunctioning telecommunications equipment to isolate sources of malfunctions.
  • Tested connections to verify power supplies and communication link functionality.
  • Climbed poles and ladders to install, maintain or inspect equipment.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education and Training
Expected in to to Academic Diploma | Shelton High School, Shelton, CT. GPA:
Certifications
Comcast Cable Corporation Management Courses Supervisory Courses Team Building Courses Employee/ Management Communication Courses Conflict Resolution Courses

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Resume Overview

School Attended

  • Shelton High School

Job Titles Held:

  • Communication Operations Supervisor
  • Communications Manager
  • Technical Field Supervisor
  • Line Technician

Degrees

  • Academic Diploma

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