Duncan Daniel Email & Phone Number

Germantown, Md, Us

Deliver sales, retention, competition, and professional training modules for employees in all operation areas of the Company including Management, New Hires, Customer Service, Retail Account Executives, Direct Sales Representatives, and product knowledge in order to facilitate the development of competent, skilled associates. Assist in conducting training needs analysis in order to identify and prioritize both training and non-training interventions needed. Assessing training success through various testing and feedback methodologies in order to continuously improve and customize associate training. Act as resource for finding appropriate sales training either internal or external, in order to ensure an appropriately skilled and competent workforce. Develop a collaborative environment with other Comcast University Training Field Professionals to leverage resources both financial and intellectual. Work closely with Corporate Office/Division/Region/ and locals systems to ensure adherence to Comcast’s directives, vision, goals, policies and procedures. Continuously research opportunities and methods to enhance learning and development of platform delivery.

Provided management oversight, guidance, direction and vision in direct support of the customer service process. Developed and maintained Call Center operating structures. Ensured competence and continuity of qualified Customer Account Executives through optimum selection, training and development, appraisal and motivation techniques. Ensured high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands. Manage a retention team of 14 CAE’s responsible for maintaining customer base. In eight month, increased save percentage from averaging 65% per month to averaging 85% per month and continue to maintain high percentages. Monitor competitive practices within the industry and developing new sales strategies to combat declining accounts. Spearheaded a sales team of 15 CAE’s with emphasis on increasing product sales and maintaining customers service levels. Shaped a repair team of 14 CAE’s responsible for troubleshooting services, billing inquiries, and transitional sales. Recruited, trained, developed, and motivated team to exceed the 2003 CAE Preventable Truck Roll metric by reducing company’s goal of 5% to 4.2%. Regularly called upon to assist in the training and development of call center employees.

Managed competitive practices and trends within the industry, providing formal weekly analysis/updates to General Manager, Vice President. Reversed declining territory sales by reviving dormant accounts, increasing customer base and capturing new accounts. Instrumental in preventing competitive over builder in acquiring customers to the point where ongoing construction came to a halt. Developed strong relationships with various departments ensuring the successful implementation of retention programs. Constantly mentoring and shaping PCC team of 18, to become a highly cohesive sales force. Coordinated planning, implementation and activities of promotional events, which heightened product visibility and generated substantial new sales.