Chris Weeks Email & Phone Number

Philadelphia, Pa, Us

Responsible for field fulfillment technical operations for the Mountain West Region of Comcast supporting Colorado, New Mexico, Utah and Tucson Arizona

Responsible for third part operations and strategy for the West Division at Comcast supporting Customer Care, Construction and Technical Fulfillment operations.

Responsible for the operations within Customer Care and Third Party Vendor Operations.Lead team responsible for Customer Care technology, applications and tools, customer experience initiatives, root cause & resolution management as well as knowledge management initiatives supporting Care, Tech Ops and Business Services. Responsible for leading the Division call center resource management organization (resource managment team of 100 FTE focused on scheduling, forecasting and real-time operations.) Lead division efforts around "OneComcast" efforts focused on customer experience improvement initiatives and tracking. Critical focus on reducing transactions from the business.

Leadership accountability for customer service assurance and “Future State” initiatives for 6 million customers in nine states. Responsible for improving the customer experience by reducing negative customer interactions, improving the customer experience and optimizing sales and retention as well as streamlining Comcast’s end-to-end business processes across all product lines. Responsibilities: •Technology development and innovation•Business Transformation and Standardization Lead for Division•Think Customer First / Customer Satisfaction•Desktop Technology•Program management•Backoffice Systems and Billing – Business Requirements•Service Assurance – Operations Improvement•Future State business development

Supported customer service operations for Colorado, Bay Area, Utah, Washington St., Oregon, New Mexico, Arizona and Central California. Responsible for overseeing overall customer experience, call center quality platforms (CQE), operational assessments, end to end process improvements, customer satisfaction surveys (science), internal customer service communications.Responsible for division program management to include; new product readiness for customer service, launch management and tracking as well as project management related to billing systems, conversions and enhancements.

Responsible for day-to-day operations of a 24x7 NOC environment supporting the IP infrastructure of the AT&T Broadband Data Network. Manage a team of 39 technicians who support maintenance and upkeep of network elements consisting of CMTS devices, switches, routers and ISP systems such as provisioning platforms (SAS), mail platforms as well as DNS platforms. Interacted continuously with ISP providers such as Earthlink, Net1, WorldNet NOCs (Bridgeton NCC) on coordinating, escalating and “co-managing” the IP network.

Acted as the liaison between the National Network Operations Center (NNOC), Excite @HOME and the major markets company wide, placing emphasis on continual operational and network improvement to HSD subscribers. Responsible for the development and management of capacity management relating to circuits as well as CMTS device management.

Responsible for all administrative functions associated with the establishment and operation of a Telephony fulfillment operation, and for coordination of related issues with appropriate corporate authorities. Managed a staff of 122 employees and a management staff of nine Supervisors. Managed and oversaw all aspects of LNP, LEC Interface, TSS, TAC, Preprovisioning and Remedy trouble ticket management (TRAC). Heavy involvement with the PUC and AT&T legal group to ensure AT&T Telephony operations are in compliance with company expectations.

Responsible for a staff of thirty employees consisting of Network Dispatchers and Tier One Technicians.Managed Network Field Fulfillment for the Denver Metro operation. Managed team responsible for the surveillance and restoration management of Denver’s HFC plant on a 24/7 basis. Managed and coordinated system outages related to: fiber outages, Telephony outages, @HOME HSD outages as well as video outages