Alice Free Email and Phone Number
Alice Free work email
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Alice Free personal email
“All human interactions are opportunities either to learn or to teach.”I am a human. Let's interact.My goals:To inspire people to see their potential;To champion growth, development, and empathy;To advocate for Diversity, Equity, and Inclusion (DEI), always doing the "right thing."In my current role as Sr. Analyst, Digital NPS & Journey Insights in the telecommunications industry, I've unlocked the synergy between data analytics, storytelling, and the human experience. By understanding the transactional Net Promoter Score and customer journey audits, I cultivate a culture where innovation thrives. By driving DXP NPS Initiatives, I've elevated employee engagement and customer contact successes for all of Digital Experience & Platforms, all while manifesting leadership and project management guided by empathy.Outside of the technical sphere, I'm a passionate advocate for DEI, donating my time to Employee Resource Groups such as LGBTQ+ advocacy and the Asian American Pacific Islander community. My experience as an Interim Supervisor and board member for organizations like Whidbey Island Rollergirls has further sharpened my leadership and organizational dynamics, leading me to a deeper understanding of what it means to invest in relationships.With a rich background in tech, my 8-year tenure as a Lead Mac Solutions Consultant with Apple via GET Marketing and experiences with Comcast have shaped my customer experience expertise. My drive for efficient processes and applications is fueled by a passion for creating intuitive design and technology resourcefulness. As a data-driven storyteller, my mission is to connect the analytical with the emotional, fostering innovation and human connection.In my personal life, I continue to cultivate community. Leading a community of 700+ members and moderating an online community of over 10k members, I live by the belief that you get back what you put in, setting an example that inspires others.Characterized by others as "driven" and "bubbly," I view myself as "empathetic" and "genuine." Guided by principles, I seek to bring people together and live each moment with intention.Bring me to your team, and I will show you a world of endless possibilities. Together, we will transform data into stories, technology into empathy, and leadership into community.
Comcast
View- Website:
- comcast.com
- Employees:
- 60190
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Senior Analyst | Digital Nps And Cx Journey Insights | Digital Excellence | HqComcastKirkland, Wa, Us
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Senior Analyst | Digital Nps & Cx Journey Insights | Digital Excellence | HqComcast Aug 2022 - PresentPhiladelphia, Pa, Us• Utilize tNPS action IDs, customer verbatim data, and Quantum Metric to identify pain points, potential issues, and areas to conduct customer journey audits;• Identify and analyze customer impact providing supporting data to create business cases helping prioritize findings that drive optimizations and A/B experimentation testing presenting information visually to all levels of management;• Work with multiple stakeholders and driving cross-functional teams to deliver fallout and customer improvements partnering closely with our Customer Experience Operations, Journey, Division and Experience leads to identify opportunities to improve the customer experience across unassisted channels such as Xfinity Assistant, Dotcom, IVR and Xfinity App;• Champion NPS Callback program for the DXP organization to promote customer callbacks;• Monitor improvements in KPIs as experiences are optimized and evolved.
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Knowledge Engineer | Digital Experience | Innovation & IncubationComcast Jan 2022 - Aug 2022Philadelphia, Pa, Us• Performs pre- and post-production trials testing in both live and staging environments to verify functionality of the unassisted channels using qualitative journey assessments;• Creates and tests Use Cases reporting defects and observations to front-end development teams to identify technical solutions;• Continually grooms test account catalog for specific use case scenarios; • Creates Jira Dashboards to query pertinent data for stakeholders;• Researches/reviews customer journey data in Digital Channels: Xfinity Assistant; Xfinity.com; IVR; • Presents Root Cause Analysis highlighting themes to stakeholders connecting customer fallout to enhancements in process, design, NLP, • Participates in weekly stand-ups to assess progress in research and engage in strategic planning.
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Technician | Innovation & IncubationComcast Aug 2021 - Aug 2022Philadelphia, Pa, Us• Maintains training knowledge on changing products and processes to support internal and external Xfinity Product Incubation Trials; • Troubleshoots with trial participants and reports bugs and observations to stakeholders through dispositioning; • Developed process toolkit GUI to enhance consistency and efficiency; • Automated prospective NPS Elevations system departmentally; • Selected for CommTech Jeopardy 2021; • Migrated existing team file structure to new channels; • Created several SharePoint sites for various projects.
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Residential Installation Technician | Technical OperationsComcast Sep 2019 - Aug 2021Philadelphia, Pa, Us• Nominated to and served on Safety Committee & NPS CommitteeJob duties:• Performed installations and changes of service, while adhering to: applicable codes, requirements, guidelines, company procedures, and safe work practices in order to provide an outstanding customer experience. Update customer account to ensure an accurate record of products and services is captured to ensure that customer has a positive experience throughout the ongoing customer relationship;• Communicated, engaged, and provided customer with education on products and services;• Performed troubleshooting and solved problems through the use of sound judgement and decision making to resolve customer inquiries and concerns to ensure products and services are working properly to drive a positive customer experience;• Persisted and finished projects despite obstacles with little supervision taking extra steps to prevent mistakes or create opportunities to further engage customer with our products and services and enhance the ever-evolving customer relationship;• Displayed active listening skills, perceived emotional awareness in difficult situations, and empathized with customers to enhance an overall positive experience;• Used installation tools and hand tools and perform jobs from high places (on poles and roofs), including climbing poles with proper equipment (safety belt, strap, climbers), ladders, and bucket trucks (18 to 26 ft.);• Manipulated connectors, fasteners, wire and uses hand tools;• Lifted and carried loads of 70 lbs. or more, worked in confined spaces such as crawl spaces or attics, worked while standing 50 -70% of the time and performed work near power lines and electricity;• Drove company vehicle in performance of duties in a safe and responsible manner with appropriate state licensing requirements while working and traveling in inclement weather. Through the use of Company vehicle maintained proper equipment in order to be prepared to perform required duties.
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Interim Supervisor | Technical OperationsComcast Jan 2021 - Apr 2021Philadelphia, Pa, Us• Supported a team of 10 Xfinity Residential Technicians & 80+ Technicians as SOD;• Created and implemented a tracking database to effect the equal treatment of technicians assigned to frequently travel out of system; • Authored automation for special projects across different work groups; • Engaged in regular coaching, goal setting, and safety conversations with direct reports; In 90 days: • Meter Compliance increased 5%; • Start Variance decreased 20%; • Lunch Gap decreased 5%; • Increase in both FTR and ETC metrics; • All qualified technicians promoted and several acquired specialized designations.
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Technician | Customer Device Operations | West Division EngineeringComcast Sep 2020 - Dec 2020Philadelphia, Pa, Us• Chosen to be a pilot participant in Temporary Assigned Duty Program resulting in the creation of subsequent programs for field technicians on short-term disability or out due to COVID-related symptoms; • Analyzed and reported Haystack data anomalies to provide correlation to service outages; • Escalated potential service-impacting issues within data anomalies through partnership with National Service Desk and HFC/XOC departments; • Saved company $183,255 in cancelled truck rolls by researching customer tickets related to potential outages; • Facilitated scheduling proactive service calls to ensure best in class network reliability. Achievements in 90 day assignment against seasoned technicians in role: • #1 Top Ticketeer // Fiscal October 2020 • #2 Top Ticketeer // Fiscal November 2020 • #2 in Cancellation Competition // Fiscal November
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Lead Mac Solutions ConsultantApple Contractor Via Gordon'S Enhanced Technology Marketing, Inc (Get Marketing) Jul 2013 - Jan 2022• Led consultant team 8+ years;• Merchandising specialist responsible for facilitating hands on user demonstrations;• Performed 1:1 and group troubleshooting and training sessions;• Maintained network integrity for optimal sales environment;• Ordered, received and intricately placed merchandise and merchandising materials on store displays as defined in Apple & store approved planograms;• Administered all software installation, regular maintenance, and OTA software updates for and to all floor demo models.
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Inventory Management SpecialistThe Book Rack Jul 2016 - Feb 2018Us• Generated 200% increase in new subscription contracts by identifying trends and developing strategies to grow profit;• Inventory specialist responsible for market research and subscription customers;• Organized and facilitated card game tournaments including: bracketing, announcing, and prize support -
Secretary | Board Of DirectorsWhidbey Island Roller Girls Oct 2014 - May 2017• Served as Public Relations, Secretary, and Training Committee increasing membership by deep diving into operations cost, and baselines for viability;• Recreated a brand to unify our team behind a vision and purpose;
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Director | Emerging TalentWhidbey Island Roller Girls Jan 2014 - May 2017Developed curriculum that was easy to sell with smaller portions, low commitment, and ultimately funding all expenses within first session to carry entire program and increasing entire membership base to cover operating costs and insurance.
Alice Free Education Details
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Western Governors UniversityIt - Cloud Computing -
Drucker School Of ManagementEntrepreneurship/Entrepreneurial Studies
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Skagit Valley CollegeHealth And Physical Education/Fitness
Frequently Asked Questions about Alice Free
What company does Alice Free work for?
Alice Free works for Comcast
What is Alice Free's role at the current company?
Alice Free's current role is Senior Analyst | Digital NPS and CX Journey Insights | Digital Excellence | HQ.
What is Alice Free's email address?
Alice Free's email address is al****@****ast.com
What schools did Alice Free attend?
Alice Free attended Western Governors University, Drucker School Of Management, Skagit Valley College.
Who are Alice Free's colleagues?
Alice Free's colleagues are Thomas Rongen, Alexis Arena, Benjamin Mann, Mani Sankar Bolli, George Willow, Kiran C., Teuta D..
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