Robert P.
Senior Customer Service Supervisor
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Andrew P., a metrics-focused Customer Service Supervisor, boasts over 7 years of experience in managing remote and hybrid teams within technical support and contact center environments. With a proven track record in operational turnaround and technical tool integration, Andrew has excelled in managing Live Operations and designing efficient Operational Workflows to enhance team productivity. His expertise extends to utilizing data analytics for eliminating logistics bottlenecks, specifically through his use of SQL and Mode Analytics, which has proven essential in optimizing operational health. Andrew effectively raised First Call Resolution by 18% and decreased Average Handle Time by 12%, showcasing his adeptness at leveraging platforms like Salesforce and Zendesk. Certified in Lean Six Sigma White Belt, he holds a Bachelor of Science in Information Technology from the University of Phoenix. Andrew's diligence in leading teams under high-pressure conditions is demonstrated through his roles at Charter Communications and Intuit, where he consistently aligned agent performance with quality benchmarks and strategic goals.
Experience
Seasonal Tax Manager
JDA TSG / Intuit · 2025 — 2026Oversaw Live Operations for a remote team of over 15 tax professionals, ensuring adherence to program deadlines and quality compliance standards during peak seasons. Coordinated end-of-season offboarding logistics while maintaining data compliance and team morale. Improved cross-team communication by reorganizing pathways using platforms such as Slack, Microsoft Teams, and Discord. Conducted audits of complex tax filings for regulatory compliance, establishing a secondary review system to identify critical errors prior to client delivery.Customer Engagement Supervisor
Hotwire Communications · 2023 — 2025Increased First Call Resolution (FCR) by 18% through the development and implementation of a structured coaching framework that provided agents with consistent troubleshooting models. Enhanced daily Operational Workflows, leading to a 22% reduction in transactional errors via targeted quality reviews and real-time feedback to align agent performance with quality benchmarks. Facilitated a 20% improvement in order management efficiency through the technical integration of Zendesk and Five9, thereby eliminating redundant manual processes. Utilized shift adherence monitoring and daily performance metrics to decrease Average Handle Time (AHT) by 12% through individualized coaching.Billing Design Data Analyst
Charter Communications · 2022 — 2023Identified and recovered 15% in leaked revenue by crafting advanced SQL queries and utilizing Mode Analytics to detect and rectify extensive anomalies within large billing datasets. Served as the primary liaison between Business Operations and IT, converting business needs into precise technical specifications. Developed automated leadership dashboards in Mode Analytics and Excel, providing the executive team with real-time insights into billing accuracy and overall operational health.Technical Support Supervisor
Charter Communications · 2018 — 2022Transformed a bottom-ranked support team to the top position in the region within 60 days by implementing accountability metrics, data-driven coaching plans, and ongoing performance evaluation. Managed the entire recruitment and onboarding process, improving the time-to-productivity for new hires through organized training schedules. Led daily agile huddles and weekly performance reviews to address skill deficiencies and mitigate negative performance trends that could affect service level agreements. Reorganized workforce management scheduling and team logistics to guarantee full coverage during peak times while minimizing operational overtime.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologyUniversity of Phoenix