Description
Major Accomplishments * Developed a scorecard within the department that allowed leadership to successfully develop, mentor and train front line employees to enhance the department's productivity and focus. * Assisted and facilitated meetings and trainings with all of the business services stake holders, to include tech ops, order entry teams, sales, construction and maintenance with the desire to improve business services metrics and increase awareness around customer experience. * Centralized dispatch operations for 6 areas streamlining processes and procedures. * Reorganized the Miami Dade Dispatch department developing specific roles and responsibilities for routing, quota management, day of field support and network maintenance management. * Partnered with Business Operations, and Technical Operations to successfully transition the billing system platform for Adelphia Redlands Property from Cable Data to CSG. * Streamlined inbound call management, routing/quota management, day of dispatch, contractor management and overall process and procedures for Miami Dade County, Keys, Broward and West Palm Beach. * Increased contractor accountability, reducing inbound call volume, improving time frame management, customer escalations, and reducing incomplete jobs within timeframes. Essential Trainings * Level 1 Trainer Certification * Managing Inclusion training * Change Management * Business Writing * Coaching Team Using DISC * Target and Selection * Presentation Skills * Supervisor Development Major Accomplishments * Developed a scorecard within the department that allowed leadership to successfully develop, mentor and train front line employees to enhance the department's productivity and focus. * Assisted and facilitated meetings and trainings with all of the business services stake holders, to include tech ops, order entry teams, sales, construction and maintenance with the desire to improve business services metrics and increase awareness around customer experience. * Centralized dispatch operations for 6 areas streamlining processes and procedures. * Reorganized the Miami Dade Dispatch department developing specific roles and responsibilities for routing, quota management, day of field support and network maintenance management. * Partnered with Business Operations, and Technical Operations to successfully transition the billing system platform for Adelphia Redlands Property from Cable Data to CSG. * Streamlined inbound call management, routing/quota management, day of dispatch, contractor management and overall process and procedures for Miami Dade County, Keys, Broward and West Palm Beach. * Increased contractor accountability, reducing inbound call volume, improving time frame management, customer escalations, and reducing incomplete jobs within timeframes. Essential Trainings * Level 1 Trainer Certification * Managing Inclusion training * Change Management * Business Writing * Coaching Team Using DISC * Target and Selection * Presentation Skills * Supervisor Development Naide Kersaint 1161 NW 50th Ave Lauderhill, FL 33313 Phone: (305) 962-1050 E-mail: Naide.Kersaint@gmail.com A driven, facilitative, operations manager, motivational leader and results oriented coach with blended experience in operations, dispatch and call center management, and quality assurance. Seeking to obtain a leadership position that will encourage a proven ability to develop, encourage and motivate front line employees, build synergistic and motivated leadership teams for the purpose of improving the quality of the end to end customer experience for both internal and external customers. * Policy/Procedure Development * Employee Recruitment/Development * Process Improvement * Metric Analysis/Management * Performance Management * Quality Assurance * 2 Years of Call Center Management * 13 years of Dispatch Management AREAS OF EXPERTISE PROFESSIONAL EXPERIENCE: ITG Communications Field Support Manager: November 2016 - present * Managed the day-to-day performance and activities of dispatchers * Focus on all essential Technical Operations Metrics to create and provide reporting and analysis in effort to aide senior leadership in improving overall department efficiencies * Partner with field personnel to improve performance metrics and revenue
Work Experience
| COMPANY | POSITION HELD | DATES WORKED |
|---|---|---|
| (Confidential) | Field Support Manager | 11/2016 - Present |
| Comcast Cable Communications | Business Sales Support Supervisor Regional Dispatch Manager Sr Regional Dispatch Supervisor | 9/2013 - 10/2015 |
Accomplishments
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