Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Nuanced leader in assessing process improvements while keeping the company goals and priorities aligned. Customer advocate fluent in promoting self-service, including direct operational metrics.
Responsible for multi-year Comcast Business tNPS deployment to 6K employees Responsible for budget for Competitive Baseline survey of $800K. Program managed Medallia platform for Comcast Business, which included creating, reviewing business cases, project intakes and priorities with Business Stakeholders including HQ partners. Provide bi-weekly project reports, scorecards to Senior leadership and stakeholders on progression, delays and changes to project timelines.
Trained and mentored new team members to promote productivity, accuracy and friendly customer service. Customized sales and education programs and training for various high-end clients. Drove customer escalations to resolution by engaging directly with clients. Increased percentage of positive reviews from business owners on BBB site from
Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership. Completed full-scale project plans, including overseeing engineering activities and design processes. Defined project plans and timelines, managed workflow and personnel and achieved completion deadlines on or before schedule. Managed portfolio of Care initiatives across multiple areas of focus, such as customer facing, agent facing along with back-end program fixes. Led Ticket Escalation project across West Division to standardize tickets submitted by agents on promotions, credits and other customer account related items.
Collected and analyzed consumer data, including demographics, preferences and purchasing trends. Gathered competitor data, analyzing pricing, product sales and marketing strategies. Forecasted and tracked marketing and sales trends. · Executed weekly direct marketing campaigns for West Division.
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