This resume summary highlights Mavis Roberts' over 25 years of experience in call center and operations management roles within the cable television industry. She has a proven track record of driving strategic change and process standardization to improve customer satisfaction metrics and reduce costs. Her professional background includes managing large call centers and dispatch operations with responsibilities like overseeing 400 employees, developing incentive programs, and analyzing performance reports.

1. Mavis A. Roberts
3811 Secor Avenue ♦ Bronx, NY ♦ 10466
914-924-2594 ♦ mavis.roberts64@gmail.com
SUMMARY
Results-oriented Call Center Manager with a history of driving strategic change. Organizational with a reputation for
identifying opportunities and spearheading improvement initiatives. Consistently developed superior customer
satisfaction results by creatively developing and implementing corporate projects, incentives, service enhancements
and revenue savings. Driving force for process standardization. High level of personal integrity and impeccable
business ethics. Professional background in multiple disciplines including call center operations and dispatch.
Comfortable in fast-paced environment requiring rapid, focused decision-making.
PROFESSIONAL EXPERIENCE
Cablevision System Corporation (Currently Altice USA) – Multiple Locations (NY) – 05/1995 to Present
Technical Support Manager – 06/2013 to Present
• Managed day to day operations, overseeing a call center of over 400 employees, servicing over
2,800,000 subscribers
• Interview, hire and evaluate the performance of new hires
• Partner with Human Resources regarding employee relations issues
• Provide timely analysis of operational reports on a daily/weekly/monthly basis and develop action plans
• Ensure an effective and interactive communication process is maintained throughout the department
• Develop incentives to promote upselling and improve performance metrics such as NPS (Net Promoter
Score), AHT (Average Handle Time), etc.
Virtual Dispatch Operations Managers – 08/2011 to 06/2013
• Managed day to day operations to ensure technicians receive timely assistance in completing
installations and trouble calls
• Partner with Human Resources regarding employee relations issues
• Complete and deliver performance reviews, development plans and disciplinary actions
• Monitored scrubbing of scheduled services calls to ensure the truck roll was required, canceling
unnecessary appointments to decrease revenue loss
Call Center Manager – 12/2007 to 08/2011
• Complied and communicate Cablevision billing and collection procedures
• Responsible for effectively demonstrate proficiency in handling customer calls with Digital equipment
• Handle corporate escalations and follow up to ensure positive resolution
• Developed and monitored key performance indicators, analyze statistics and identify areas of opportunity
Call Center Supervisor – 12/2002 to 12/2007
• Facilitated coaching and development of CRC workforce (21+ direct reports)
• Developed and implemented strategic plans designed to improve work environment
• Monitors up to 350 calls per month and provide feedback to management
• Coordinate calibration session with management
• Facilitated monthly team meeting to keep staff informed of changes in policy and procedures

2. Optimum Store Supervisor – 04/1999 to 12/2002
• Managed five Optimum Store locations throughout Westchester and Dutchess County
• Audit daily sales transactions and reconcile against register receipts
• Monitor inventory control
• Addressed and resolved escalated customer service issues and concerns
• Reviewed, revised and approved timesheets
Customer Service Supervisor – 05/1995 to 04/1999
• Facilitated coaching and development of CRC workforce (15+ direct reports)
• Supplied daily guidance and developmental direction to new hires/representatives
• Completed and delivered performance appraisals, development plans and disciplinary actions
• Handled escalated customer concerns to the benefit of all stakeholders
• Conducted regular calibration session to ensure quality of service delivery
Military - Multiple Locations (Worldwide) - 02/1984 to 12/1987
United States Air Force
LEADERSHIP TRAININGS AND CERTIFICATIONS
Management Development Core Leadership Training – Altice Training & Development
Fundamentals of Strategic Planning – American Management Association
Communicating with Tact, Diplomacy, and Credibility – American Management Association
The Voice of Leadership – American Management Association
Effective Writing – Franklin Covey
Time Management – Franklin Covey
Critical Thinking for Leaders – Business Process Inc.
Behavioral Interviewing – Cablevision University
EDUCATION
Iona College New Rochelle, NY
Westchester Community College Valhalla, NY
SKILLS
Windows Applications, 10- Keys, Genesys & Aspect Phone Systems, Microsoft Office: Power Point, Word, Excel,
Cable Data, Remedy, I.D.A. (Integrated Desktop Application), Outlook, and E-time