Charles A. Oxford
Canonsburg
Summary
Accomplished customer service professional with a proven track record in diverse telecommunication environments. Proficient in rapidly acquiring new tasks and efficiently prioritizing job responsibilities with exceptional judgment. Possesses a comprehensive understanding of effective communication across different backgrounds and cultures. Demonstrates expertise in team-oriented leadership, cultivating relationships to drive organizational growth and development.
Overview
38
38
years of professional experience
Work History
Sr. Manager Technical Operations
Comcast Cable
01.2022 - Current
- Responsible for managing and overseeing three fulfillment offices and motivating six supervisory teams for technical services personnel who provide service and install residential and commercial business services products while ensuring staff meet and exceed company goals.
- Develops staff training quality measurement guidelines and minimum requirements.
- Supports and motivates technicians' training by continually monitoring progress and training schedules.
- Ongoing communications with the team, including coaching, mentoring, and career development on a daily, weekly, and monthly basis, with multiple promotions present within my team.
- Resolve high-impacting escalations and concerns with strong interdepartmental networking and communication.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Frequent input on creating and implementing technical operations policies and procedures.
- Strategic planning, innovation, problem-solving, and critical thinking mindset.
- Ability to analyze contracts and serve as a team member to negotiate and finalize represented employee's contract
- Served as a pillar member of the Diversity Equity & Inclusion Council, a vital part of the DE&I through my eye series
Technical Operations Manager
Comcast Cable
01.2020 - Current
- Responsible for managing, supervising, and motivating eight supervisors for technical services personnel who provide service and install residential and commercial business services products while ensuring staff meet and exceed company goals.
- Perform technical duties and provide in-the-field support for my direct reporting technical services personnel.
- Maintain 24/7 availability as needed.
- Meets the Company's standard for QC measurements.
- Trains Technicians on test equipment usage and troubleshooting techniques.
- Manages schedule coordination with NOC and ensures the proper completion of all scheduled or on-demand service or maintenance work by coordinating and mentoring the team on fair and practical business methods.
- Ensures system compliance to NCTA and FCC regulations and Comcast's minimum operating specifications, including day-to-day compliance procedures related to CT Techs.
- Develops staff training quality measurement guidelines and minimum requirements.
- Supports and motivates technicians' training by continually monitoring progress and training schedules.
- Ongoing communications with the team, including coaching, mentoring, and career development on a daily, weekly, and monthly basis, with multiple promotions present within my team.
- Coordinates all vehicle assignments, maintenance, and inspections.
- Resolve high-impacting escalations and concerns with strong interdepartmental networking and communication.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Frequent input on creating and implementing technical operations policies and procedures.
Technical Operations Supervisor
Comcast Cable
01.2018 - 01.2020
- Responsible for managing, supervising, and motivating ten front-line technical services personnel who provide service and installation of residential and commercial business services products while ensuring staff meet and exceed company goals.
- Perform technical duties and provide in the field support for my direct reporting technical services personnel as needed.
- Maintain 24/7 availability as needed.
- Meets the Company's standard for QC measurements.
- Trains Technicians on test equipment usage and troubleshooting techniques.
- Manages schedule coordination with NOC and ensures the proper completion of all scheduled or on-demand service or maintenance work by coordinating and mentoring the team on fair and practical business methods.
- Ensures system compliance to NCTA and FCC regulations and Comcast's minimum operating specifications, including day-to-day compliance procedures related to CT Techs.
- Develops staff training quality measurement guidelines and minimum requirements.
- Supports and motivates technicians' training by continually monitoring progress and training schedules.
- Ongoing communications with the team, including coaching, mentoring, and career development on a daily, weekly, and monthly basis, with multiple promotions present within my team.
- Coordinates all vehicle assignments, maintenance, and inspections.
- Resolve high-impacting escalations and concerns with strong interdepartmental networking and communication.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Frequent input on creating and implementing technical operations policies and procedures.
Field Retention and Recovery Area Manager
VozzCom
01.2015 - 01.2018
- Responsible for the management/supervision of multiple technicians within two offices
- Identify staff vacancies, recruit, interview, and select applicants.
- Conduct orientations. Train, coach, mentor, and develop current and new employees.
- Organize functions and oversee daily operations of the office and field.
- Ordering and maintaining relevant office supplies.
- Regular collaboration with divisional and regional staff
- Prepare daily reports for corporate management.
- Handle customer inquiries, complaints, and billing questions regarding retention/recovery.
Technical Operations Supervisor
Comcast Cable
01.2007 - 01.2015
- Responsible for managing, supervising, and motivating ten front-line technical services personnel who provide service and installation of residential and commercial business services products while ensuring staff meet and exceed company goals.
- Perform technical duties and provide in the field support for my direct reporting technical services personnel as needed.
- Maintain 24/7 availability as needed.
- Meets the Company's standard for QC measurements.
- Trains Technicians on test equipment usage and troubleshooting techniques.
- Manages schedule coordination with NOC and ensures the proper completion of all scheduled or on-demand service or maintenance work by coordinating and mentoring the team on fair and practical business methods.
- Ensures system compliance to NCTA and FCC regulations and Comcast's minimum operating specifications, including day-to-day compliance procedures related to CT Techs.
- Develops staff training quality measurement guidelines and minimum requirements.
- Supports and motivates technicians' training by continually monitoring progress and training schedules.
- Ongoing communications with the team, including coaching, mentoring, and career development on a daily, weekly, and monthly basis, with multiple promotions present within my team.
- Coordinates all vehicle assignments, maintenance, and inspections.
- Resolve high-impacting escalations and concerns with strong interdepartmental networking and communication.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Frequent input on creating and implementing technical operations policies and procedures.
- Sustained a top 5 performance ranking among other supervisors within the California region for the past four years.
- Obtained multiple leadership and performance awards and accolades within the company.
Sergeant
United States Marine Corps
01.1988 - 01.1992
Education
University of Arizona Global Campus
01.2023
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Business Management, Forsyth Technical Community College
01.2017
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United States Marine Corps Personal Finance Course
01.1991
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United States Marine Corps Fundamentals of Leadership Course
01.1990
Diploma - undefined
Essex County Vocational Technical High School
01.1988
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
Timeline
Sr. Manager Technical Operations
Comcast Cable
01.2022 - Current
Technical Operations Manager
Comcast Cable
01.2020 - Current
Technical Operations Supervisor
Comcast Cable
01.2018 - 01.2020
Field Retention and Recovery Area Manager
VozzCom
01.2015 - 01.2018
Technical Operations Supervisor
Comcast Cable
01.2007 - 01.2015
Sergeant
United States Marine Corps
01.1988 - 01.1992
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Business Management, Forsyth Technical Community College
undefined
United States Marine Corps Personal Finance Course
undefined
United States Marine Corps Fundamentals of Leadership Course
Diploma - undefined
Essex County Vocational Technical High School
University of Arizona Global Campus
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