Cindy Grim Email & Phone Number

Supervise Customer Technical Support employees for video, internet and CDV service. Ensure adherence to the Comcast Quality Experience (CQE). Give guidance and/or assistance to Customer Account Executives in resolving difficult subscriber questions or problems. Provide feedback, coaching and disciplinary action to employees. Coach and develop Representatives to deliver a quality customer experience and motivate them to reach their sales goals. SPOC for Vision, Comtrac and Cable Data.

Hunt Valley, Md

Manage the daily operations of the Comcast Spotlight Master Control Center which oversees commercial advertising insertion onto the Comcast Cable channels. Supervise the monitoring of network connectivity, level one troubleshooting of technical issues, escalation of unresolved technical issues to field personnel/vendors, and encoding of commercial content. Provide 24/7 on-call support for control center technicians. Introduced reporting Maintain records for Sarbane-Oxley compliance. Assist in creating and maintaining departmental budget. Develped improved staff training materials reducing training time by fifteen percent. Created and taught a cross-training program for non-technical personnel.