Supervise a team of customer experience agents dedicated to providing an exceptional experience for customers within their first 90 days.

Coached, developed and guided team of Account Executives in providing world class customer service and growth within Comcast. Resolved and addressed employee and customer issues. Performed performance reviews and disciplinary action.Coached and developed team increasing sales earning most improved sales team award. Increased safety awareness and decreased accident costs as member of Safety Swarm Committee.Conducted prospective employee interviews and made recommendations for hiring.As a member of the Twin Cities Regional Self-Service Utilization Team, Twin Cities Contact Rate Reduction Team and Billing Center Of Excellence (BCOE) Leadership Team promoted Self-Service Awareness educating frontline supervisors and agents within the BCOE on tools (online and through apps) customers have available to them to conveniently manage their accounts.

Monitored and documented calls ensuring customers were provided a quality experienceCommunicated to supervisors and management results of quality reporting. Conducted peer coaching and side-by-sides to drive quality improvement. Developed Quality Quiz to improve knowledge and drive CAE efficiencies.

Resolved customer billing issues. Resolved customer technical issues. Probed customer needs and made recommendation of Comcast services based on those needs. Provided world class customer service to Comcast Customers.

Resolved guest accident, injury and loss issues.Trained Loss Prevention and hotel associates in procedures and policies dealing with emergencies and guest loss. Provided world class hospitality resolving customer service issues. Chairman Accident Prevention Committee utilizing my creativity to promote safety for associates and guests.Reviewed resumes and conducted prospective employee interviews hiring candidates based on department needs.