Eva Benjamin-Pinches Email & Phone Number

Bradenton, Florida, Us

Bradenton, Florida, Us

Sarasota, Florida, Us

Englewood, Co, Us

Handled planning and logistics for over 880 large scale office moves for small/medium businesses and large corporations. Worked daily with clients project management and facility teams, handled onboarding of new customers, scheduling, escalations, receiving/delivering storage, and workforce management and contract work.🔘Led 500k project for Denver school districts, ensuring that the project was completed on-time, under budget and with high customer satisfaction. 🔘Increased quality control by 40% by daily post mortem briefing calls with the business unit sales department and field operations.🔘Implemented root cause analysis loop which resulted in a decrease of preventable mistakes by 50%.🔘Led daily workforce management calls with contractors which increased our on-time guarantee by 30%.

Philadelphia, Pa, Us

Led and streamlined a high-performing network operations team supporting over 3.5MM Video, Voice and High-Speed Internet subscribers in a 24/7/365 working environment, focused on monitoring network health, large scale network incidents, event management, CMTS break/fix and maintenance, and network scheduled maintenance.🔘Designed and implemented overnight scheduled maintenance handling procedures that resulted in over 1.3MM annual savings reflected in KPIs on scheduled maintenance activities.🔘Drove specifications for tooling and automation of correlation modules that resulted in a reduction of service calls by 20% and a 50% increase in call deflection.🔘Increased NSD brand and credibility by creating cross-functional focus groups, leading post-mortem analysis and large events pre-planning/readiness sessions with strategic business vendors and internal customers.🔘Increased network service desk technician certification rate from 35% to 92% by streamlining the certification process, creating study lab and incorporating study time to the schedules.🔶Recognized as a HIPO - High Potential Leader within Comcast organization.

Philadelphia, Pa, Us

Assembled and developed a highly successful internal Help Desk structure of 48 agents and 4 supervisors supporting 3 call centers for Comcast residential products resulting in 1.8MM annual cost savings.🔘Developed and implemented key performance indicators (KPIs) that drove a focus on quality and efficiencies and increased Quality Control numbers from 81% to 93% in the first quarter.🔘Worked in collaboration with the West Division and Regional ROC team to ensure high IVR defection and accurate communication of network and tool outages to the subscribers, which resulted in a 5% improvement in customer satisfaction.🔘Through effective leadership drove overall 93% internal NPS scores.🔶Recipient of the “Teamwork and Cross-Functional Collaboration Award” in 2011. 🔶Recognized as a HIPO - High Potential Leader within Comcast organization.

Philadelphia, Pa, Us

Successfully led a team of 20 customer care agents at the internal Help Desk, taking a proactive approach to performance management in order to drive increases in both individual and team performance. Ensured the delivery of exceptional levels of service designed to create positive internal customer experiences and satisfaction.🔶Recipient of the “Engineering and TechOps Collaboration Award” in 2008 and the “Touchstone Award” for the successful execution of the CPNI project in 2008.🔶Circle of Success Nominee for the Dan Aaron Leadership Award in 2007. 🔶Awarded the “Gold Star Award: Windstorm Excellence" in 2006 and the “Silver Star Award” for commitment to the success of Project Bedrock in 2005.

Philadelphia, Pa, Us

Delivered an exceptional level of service while interacting with clients, designed to create a positive customer experience and drive increases in customer satisfaction and loyalty.Utilized in-depth knowledge of the company’s products and services while working to resolve customer issues in a timely, professional manner to maintain the levels of customer satisfaction.