Open to opportunities

Charles Gerbino

@charlesgerbino

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Dedicated cybersecurity professional with expertise in security compliance.

United States

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What I'm looking for

I seek a role that fosters growth, emphasizes security compliance, and values collaboration.

I am a dedicated and driven individual currently pursuing a degree in Cybersecurity, with hands-on experience in customer security and compliance. My background includes identifying and mitigating security risks, ensuring adherence to industry regulations, and implementing best practices to protect sensitive information.

In my recent role as a Senior Digital Service & Customer Experience Analyst at Charter Communications, I managed regulatory agreements and led customer experience improvement initiatives. My previous experience as a Senior Customer Security and Compliance Analyst allowed me to develop and oversee security training programs, achieving an impressive average rating of 4.8 out of 5.

Experience

Work history, roles, and key accomplishments

Current

Senior Digital Service & Customer Experience Analyst

Current

Charter Communications (Spectrum)

Sep 2022 - Present (2 years 8 months)

Managed regulatory agreements update process, coordinating publication to Spectrum.com, ordering and activation flows. Led customer experience gap analysis and improvement initiatives, partnering with Stores, Legal, Field Operations and Call Center leadership. Partnered with customer journey owners to develop enhancements to customer experience communications and relevant support content.

Regulatory Compliance Customer Experience Project Management Stakeholder Management Content Management

Senior Customer Security and Compliance Analyst

Charter Communications (Spectrum)

Feb 2022 - Aug 2022 (6 months)

Served as SME for Authentication and Verification security policies and procedures utilized by all residential call center employees. Led and collaborated with legal to ensure regulatory requirements were identified and incorporated into applicable training and application controls. Initiated, ran, and oversaw deployment of multi-phased projects related to account security, internal authentication

Authentication Security Policies Regulatory Compliance Project Management Fraud Investigation Training Development

Customer Security and Compliance Analyst

Charter Communications (Spectrum)

Aug 2018 - Feb 2022 (3 years 6 months)

Performed audits on customer service agents for their compliance to security processes and procedures. Managed Customer Operations Data Loss Prevention audits and coordination for access management with IT Security. Oversaw the unified legacy company knowledge management and training consolidation to reduce content by 48% and streamline security processes.

Security Auditing Data Loss Prevention Access Management Knowledge Management Process Improvement Content Management

Education

Degrees, certifications, and relevant coursework

Western Governors University

Bachelor of Science, Cybersecurity and Information Assurance

Currently pursuing a Bachelor of Science degree in Cybersecurity and Information Assurance. This program focuses on developing expertise in protecting digital systems and data.

Pace University

Bachelor of Science, Criminal Justice

Completed a Bachelor of Science degree in Criminal Justice. This program provided a foundational understanding of the legal system and criminal behavior.