Alicia Clopton

Project Manager @Charter Communications

North Canton, OH, US

Monitored support workflows and implemented targeted improvements that decreased average case handling time, boosting operational efficiency. Conducted root cause analyses on high-frequency technical issues, leading to strategic process updates and long-term incident prevention. Standardized customer service procedures, ensuring consistency in issue resolution and elevating the overall quality of technical support. Designed and introduced reporting frameworks to track key performance indicators (KPIs) related to support resolution times and customer satisfaction scores. Partnered with product and engineering teams to provide user feedback, influencing product enhancements and reducing customer-reported issues. Established escalation management protocols, minimizing customer churn by ensuring timely and effective issue resolution. Facilitated cross-departmental workshops focused on process optimization and knowledge sharing, fostering a culture of continuous improvement. Created CRM dashboards that provided real-time visibility into support metrics, enabling leadership to make informed operational decisions. Improved knowledge management systems by regularly updating support content based on new product releases and service updates. Championed initiatives to personalize customer interactions using CRM data insights, resulting in higher client retention and satisfaction.

Garfield High School

Diploma

Kent State University

Bachelors