Dynamic Customer Service Professional with Broadcast Operations

RELEVANT EXPERIENCE

WGME February ****-Present

Master Control Operator, Floor Director

Oversee ingest and editing workflows to ensure accurate, timely playback of programming and commercial content

Execute live commercial insertions during sporting events with precise timing and seamless transitions

Monitor satellite and station receivers to maintain uninterrupted signal quality and troubleshoot transmission issues

Prepare and load daily playlists and next-day programming into automation systems

Adjust program timing to accommodate live events, breaking news, and schedule changes

Floor direct on-air talent during live newscasts, clearly communicating director cues and managing studio positioning

Interpret and follow rundowns to ensure accurate execution of production elements

Set up and operate jib camera for show opens and dynamic in-show shots

Mic talent and verify audio levels prior to broadcast to ensure optimal sound quality

Strike and rebuild studio sets efficiently to support multiple productions

Hearst Media Company (WMUR) March 2024-February 2025

Master Control Operator

Use edit consoles for ingest advertising. Check the closed captions, audio, and video

Use Clock Stars for the beginning and end of programing. Adjust the times for primetime

Monitored the quality and broadcast of television programs

Ensured spots and TV are compliant for multiple regions and FCC regulations

Run live news and sports with switcher on ABC and MeTV

Work with producers and directors on Breaking News and weather issues

Load playlists into the system for next day programming

Check Audio on switch for ABC and MeTV every hour to make sure quality

Nexstar September 2023-Dec 2023

Master Control Operator

Use edit consoles for ingest advertising. Check the closed captions, audio, and video

Use Clock Stars for the beginning and end of programing. Adjust the times for primetime

Monitored the quality and broadcast of television programs

Ensured spots and TV are compliant for multiple regions and FCC regulations

Run live sports with switcher on CW

AT&T Comcast 2002-2004

Master Control Operator

Edited commercials for broadcast for several cable channels

Monitored systems around the state for failed launch of commercials and problem-solved by replacing advertisement with local PSAs to prevent incorrect content airing in a market

Streamed commercials to database for Headline News; Added text to Weather Channel crawl

Elite Wrestling Alliance 2002-2005

Executive Producer, Editor, Writer

Set up studio for multiple person production

Edit production to broadcast on local access station through syndication network

Produced video packages for multiple performers

Billerica Access Television 1987-2001

Intern

Worked in production of television programming in various capacities, including editing, graphics, audio, and lighting

Worked with various types of programming to ensure seamless airing of programs

Created programming for area wrestling league and expanded the organization’s reach and customer base from local to regional

OTHER EMPLOYMENT

ASPENTECH Aug 2022-September 2023

Customer Service Specialist

Answer Calls and answer questions about software and software issues

Help distribute billing paperwork and issues

Provide software to companies that use ASPENTECH

Make sure we provide quality service in a two day time frame

NEXAMP June 2021-Aug 2022

Customer Loyalty Expert

Help member answer calls and answer questions about Solar Panels

Helping with billing questions and developing a reputation and guide to customers

Talk to other departments about issues concerning customers

Helped develop soft skills for training department.

MassHealth/Maximus June 2020-June 2021

Customer Service/Eligibility Level 1

Delivered quality customer service to MassHealth members and potential applicants

Answered and triaged member calls about a variety of questions regarding their insurance or their eligibility for MassHealth

Answered questions and transfer members to appropriate department to address their concerns

Answered questions and scheduling appointments on the Covid-19 Vax Line

TPX Apr 2019-Nov 2019

MAC Technician

Provided high quality technical support and problem solving to TPX customers calling in with questions about the telecom products

Expedited daily workflow for TPX staff by providing in-house technical support, e.g., troubleshooting, resolving tickets, password resets

Commended by leadership for being goal-oriented, having clear communication skills and active listening skills, and providing a positive customer experience

Freedom Fertility Oct 2018-Jan 2019

Customer Service Representative

Delivered superior customer service to patients going through fertility treatments

Coordinated complex specialty medication orders for patients including, completing prior authorization and financial assistance forms, verifying prescriptions with onsite pharmacy staff, scheduling timely delivery of medications

Outperformed job expectations by answering calls within two rings, efficiently addressing customer concerns, and resolving time sensitive matters with decorum

Demonstrated strong understanding of HIPAA requirements and maintained patient privacy and confidentiality

FirstLight Fiber Jan 2018-July 2018

NOC Technician

Provided troubleshooting of technical issues involving phone lines including, ensuring IP phones and internet service were restored

Generated schedules for technicians to troubleshoot at multiple locations

Delivered technical support via email and open tickets with multiple platforms

Gather correct information and know when to escalate issues

XPO Logistics Sep 2017-Jan 2018

Customer Service Representative

Aided customers in scheduling delivery and/or pickup of large shipments

Coordinated efficient routes and schedules for drivers making deliveries

Provided skilled conflict resolution with customers

Delta Management Jun 2017-Sept 2017

Bill Collections Expert

Determined and contacted delinquent customers to secure prompt payment

Effectively managed a high-volume of inbound and outbound customer calls

Educated and assisted debtors in setting-up payment schedules according to the company policies, as well as the rules of the law

COMPUTER SKILLS

Sea Change edit software and Avid, Pulse systems, Right Now and CC Alert ticketing systems, Constant Contact software, Microsoft Office, One Source database, have knowledge of POS systems. Windows Operating Systems, Glance, TeamViewer, HTML, Desktop maintenance and repair

EDUCATION

Billerica Memorial High School 1989-1993

Fitchburg State College, Communications 1993-1997

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