At Comcast Spotlight, I execute client web-based advertising campaigns on Comcast-owned and partner sites.• Work with Spotlight sales teams, agencies, and customers to ensure advertising instructions and assets are received and properly implemented.• Monitor and optimize campaign performance to maximize customer ROI and retention.• Create and distribute campaign delivery reports for campaign optimization.

Collector of single family residences and duplexes. As my experience grows, I will continue to invest in sensible properties to support myself and my family in the future. Always willing to talk shop with like-minded individuals.

As a technical support agent, I was directly responsible for addressing customer concerns and troubleshooting issues regarding Comcast services and equipment. I specialized in video, high speed internet and IP telephony trouble resolution, customer education and matching Comcast services with customer needs.• Troubleshooted customer issues in a call center environment.• Addressed customer concerns regarding Comcast products, services and technologies.• Researched and documented trends in service and equipment problems.• Learned and adapted technical expertise to new technologies as they developed.• Promoted and sold Comcast products and services, matching customer needs to available products.ACCOMPLISHMENTS• Offered Career Advance training given to the top 3% of agents in the 730 seat call center.• During my first eligible shift bid, I was ranked 33 of 489 internal bidding agents based on performance (70%), seniority (25%), and attendance (5%).• Achieved continual growth in overall performance resulting in 75% improvement within first year.• Rated consistently high in First Call Resolution metric, leading team with a score as high as 90.6%.• Recognized on multiple occasions by both customers and colleagues for quality of work, and for going above and beyond to satisfy customer needs.• Entrusted as Point Of Contact (POC) for employees in the absence of leadership staff.• Achieved outstanding growth in sales, overcoming initial challenges to consistently exceed metric expectations.

Adding to my existing Product Manager duties (see below), as the Manager of Product Marketing and Customer Care, I also managed Pentax's internal top-tier service escalation staff, as well as coordinated the Consumer Services and Product Repair outsource teams.

In addition to some sales support, product setup/pricing duties, and accessory support from previous years at Pentax, as Product Manager I was deeply involved with product introduction/launch, marketing material creation, and proofing.PRODUCT MARKETING• Developed product training for internal employees, sales accounts, key press contacts and consumers.• Conducted webinars for remote staff and accounts, saving thousands of travel dollars, while offering valuable group collaboration for sales accounts located in multiple areas.• Introduced products to media contacts and reviewers, often resulting in favorable reviews saving tens of thousands of advertising dollars per product.• Authored scripts and performed acting and voiceovers for online product videos, resulting in hundreds of thousands of internet impressions.• Coordinated photographic and sport optics product launches for successful introduction into the marketplace.• Collaborated with Japanese development and marketing teams, learning foreign business culture.• Evaluated market research in the US to advise Japanese engineering teams on development strategy.• Reviewed and edited Japanese press releases for optimal impact within the US marketplace.• Developed product roadmaps, positioning and target customer statements, key feature bullets, sellsheets, price guides and comparison charts used by sales, marketing and executive staff for strategic planning.• Analyzed competitor products using market intelligence services for current product positioning and future planning.DIGITAL CONTENT CREATION• Authored DVDs in-house featuring looping product videos for internal and external sales and marketing needs.• Built image clipping paths for product photography as required by sales accounts and press for print applications.• Designed animated GIF images for low bandwidth live training and web presentation needs.• Other digital content items as needed.

As Pentax's National Sales Product Coordinator, I provided product support services directly to internal sales account management, marketing, and consumer services teams, as well as to executive staff on occasion.• Developed product sellsheets, price guides, and sales account order forms.• Implemented all product and pricing setup in SAP system prior to product launch.• Planned and procured 3rd party product accessories for value-added bundling.• Developed product panoramas in Flash format for 360 degree product views on the web.• Created dynamic product slideshows, with and without voiceover tracks, for sales demo and media presentations.• Performed video format conversions for use in projects such as PowerPoint presentations, tradeshows and DVD use.

I was hired at Pentax in 1997 as the sole Digital Products Specialist to provide specialty support services for Pentax's first digital camera product. However, during my tenure in this position (quickly having been promoted to department lead and supervisor), I revamped the department into a digital-focused support team.• Transitioned film-based photographic product support department to entirely new digital products by designing and implementing strategic digital camera and computer training programs.• Supervised up to 15 direct employees in a lead position within a technical support environment.• Implemented customer support protocols using phone, email, chat, and social media communication.• Built HTML-based corporate intranet website used as a central repository of product support information.• Built companywide product asset library spanning hundreds of products over several decades.• Published internal company newsletter discussing digital photographic products and techniques.• Collaborated with outside web developers, providing advice and design parameters for corporate website rebuilds.• Developed photography and video for product feature illustration, product art and stock collections.

In 1996, I founded and worked as principal designer at Phrish Interactive. Phrish was primarily a multimedia production company, specializing in stand alone multimedia executables, photography, and virtual reality walkthroughs in Flash and QuickTime VR.

ACI-Phoenix Network was a long distance telecom provider, later purchased by Qwest. In 1994, I joined their team as a support specialist for consumer and business accounts.