Additional Ministry Served as pulpit supply for area churches on 20+ occasions. From 2003-2007, served on Keystone Conference BOA (2003-2006 secretary) Completed 33 credit hours of the requirements for elder ordination. Organized and led a short-term mission trip to Guatemala, Central America. Member of the Cameron County Ministerial Association (2003-2007). Member of the Warsaw Area Clergy (WACC – 2007) Built and maintain a personal ministry web-site (http://www.icrucified.com/icruciblog)
2003 – 2007
Local Ministerial Candidate Assistant to the Pastor in all church responsibilities Served as pulpit supply for area churches.
2003 – 2004
Highly motivated operations supervisor with over 20 years of leadership experience. Proven ability to maximize quality, production, and overall customer satisfaction from a multitude of diverse individuals and specialized groups. Skilled in achieving targeted business goals while balancing employee needs and providing a friendly
workplace environment with lower than average employee turnover.
Leadership of successful call center customer service and technical support teams. Key supervisory and management roles in financial administration and retail environments. Promotional, marketing, and advertising experience. Extensive human resource expertise (recruiting, interviewing, hiring, training, etc.)
TIME WARNER CABLE (formerly Adelphia Communications), Coudersport, PA
2000 – 2007
Second-largest cable operator in the U.S. and an industry leader in developing and launching innovative video,
data and voice services. Special Forces Supervisor
2003 – 2007
Supervised up to 28 technical support engineers in two advanced technical support groups that provided crucial front line support to call center general operations.
Developed an outbound, customer facing, proactive, problem solving team called the Outbound Resource Group (ORG) responsible for reduction of unnecessary truck rolls and ensuring 100% customer satisfaction with ongoing unresolved issues. Worked as central point of contact for local/regional offices and multiple call centers. Team played significant role during bankruptcy transition to emergence and sale. Fully integrated two technical groups and two customer service teams into the Advanced Product Customer Care group without jeopardizing the level of support the groups provided. Implemented a control point to identify “missed outages” that resulted in unnecessary truck roll/repair calls. This measure resulted in the justifiable cancellation of 125 truck rolls per month. Savings totaled in excess of $75,000 per month for the years 2005-2006. Developed procedures, best practices targeting customer notifications of outages via the company Interactive Voice Recognition (IVR) system. Increased customer hang-up rate during a known outage from 46% to 77%, resulting in average reduction of over 7000 calls per month to our national call centers translating to an annual company savings over $500,000. Combined efforts of all groups contributed savings to the organization exceeding $1.2 million annually.