Kathy Bell Email and Phone Number

• Directs strategy and direction as well as handles execution of Comcast’s national Customer Experience (CX) storytelling, connecting employees to the company's cultural and business transformation efforts and inspiring and empowering them to be a part of the journey.• Drives employee engagement and business results by creating consistent, engaging, and digital content that connects the dots between business strategy/objectives and the work employees do.• Core communication strategies and tactics support the Net Promoter System (NPS), digital transformation, privacy and security commitments and practices, and more.• Builds plans and programs that thoughtfully take into account different audiences to create tailored resources and/or experiences that drive awareness and engagement.• Uses data and analytics to inform and strengthen communication and engagement strategies and tactics.• Manages and develops team as well as manages work and budget of external contractors (designers, etc.), and actively consults/collaborates with cross-functional stakeholders. Regularly establishes, maintains, and strengthens relationships and partnerships across varied disciplines.

• Grew responsibility from CX communications to include Operations communications supporting 22,000 employees, particularly internal and third party Residential and Commercial Care, Sales, Loyalty, Payment Services, and Technical Operations frontline and functional groups.• Devised and executed CX communications and content for operational reviews as well as ongoing digital and print communications that contributed to CX being one of the highest scoring categories in national employee surveys.• Conceptualized, designed, developed, and launched interactive CX Journey Maps with digital “app” interface to build awareness of CX initiatives; experience designed with gamification strategies and refreshed content to foster ongoing employee engagement and education.• Developed and actively managed end-to-end outage playbook. Efforts helped minimized customer effort and entailed cross-functional teamwork with corporate, divisional, and regional teams.• Managed and developed team of operations communications and knowledge management experts. Transformed team into highly specialized writers, communication strategists, and technical tacticians.• Managed customer and employee research activities (e.g., focus groups) in support of customer experience initiatives.

Director CommunicationsCustomer Experience – Operational Content & Communications

• Led strategic media relations as well as external and internal communications planning and execution for North America; responsibilities included managing crises and issues, developing messaging, training spokespeople, securing and supporting speaking engagements, planning events, and securing, measuring, and reporting media results.• Lead communications liaison for President, Americas as well as senior country-specific business, product, and marketing executives.• Developed and implemented proactive storylines and company announcements as well as social marketing strategies and tactics.• Wrote speeches, talking points for C-level executives and senior business partners.• Ongoing responsibilities included collaboration with regional and global communications colleagues; researching, evaluating, assembling stories and supporting materials; identifying, pitching, and handling key media targets; preparing spokespeople; and reporting results.• Managed the work of retained and project-based external public relations firms and collaboratively oversaw day-to-day work of support vendors with teammates.

• Led strategic proactive and reactive media relations and external communications planning and execution for Digital, Technology, and Consumer Protection teams; responsibilities included managing crises and issues, developing strategic messages, training spokespeople, securing and supporting speaking engagements, and measuring media results.• Lead communications liaison for business-critical functions including Digital, Mobile, Consumer Protection, Investor Relations, and Financial Reporting.• Collaborated with Social team to develop and implement social marketing strategies and tactics.• Wrote speeches, talking points for C-level executives and senior business partners.• Ongoing responsibilities included researching, evaluating, assembling stories and supporting materials; identifying, pitching, and handling key media targets; preparing spokespeople; and reporting results.• Oversaw day-to-day work of support vendors as well as collaboratively managed the work of retained external public relations firm with teammates.

• Led efforts to assemble and proactively pitch positive stories to traditional and non traditional media; planned and executed media events.• Developed and implemented social marketing strategies and tactics.• Identified potential issues and directed strategies and tactics to address them reactively and proactively.• Ongoing responsibilities included researching potential stories and social content, assembling stories and supporting materials, identifying key media targets, handling media inquiries, preparing spokespeople, and reporting on results.• Wrote speeches and talking points for CEO and other executives and business partners.• Managed the work of retained external public relations firms and contractors.

• Established and developed new Media Director position to enhance the agency’s strategic media capabilities.• Led strategic and tactical media planning with account teams.• Mentored junior agency members on the basics of campaign development and execution.• Managed five to seven agency accounts and oversaw daily activities of up to five team members.• Developed strategic media campaigns, planned and executed large-scale events, oversaw campaign implementation, and established and often exceeded client-set goals and objectives.• Served as lead client contact reporting directly to agency president and partners.

• Assisted senior team members on daily account activities servicing two to three agency accounts.• Pitched media stories, researched, wrote and edited tailored pitches, built media lists, oversaw mailings, assembled press kits, and pasted up clips.• Served as secondary client contact and reporting directly to senior team members.