Created and defined rapid response group, working to resolve issues negatively impacting customer experience. Created intake and deep dive process to understand business issue and later quantified value and impact by solving opportunity via rapid response. Worked with staff to identify short-term solutions while driving long term solves. Defined ongoing strategy to identify business problems by using data and product score cards. Defined overall strategy and approach to resolve employee experience gaps and opportunities. Created ongoing strategy to identify business problems by taking proactive approach utilizing data and product scorecards. Guided and managed team of seven PMs to execute go-to-market releases for support teams. Worked with product to define best release management process and strategy. Created and exercised standard approach to identify, prioritize, and provide analysis on product related problems focused on process and technology issues. Supported all connectivity products to include Xfinity Home, Broadband, Xfinity Mobile, Internet Essentials, and Prepaid. Promoted critical thinking to ensure quality deployment of new products and service. Established regular and consistent communication with all business partners. Acted as ENPS champion across all of product operations. Developed team ROI impact utilizing product KPIs • Transitioned team from eNPS scores of 14% to 73% in just eight months • Saved company money via Rapid Response across various projects, including:o Launched prepaid credits, driving reduction of $50,000 per month. o Improved average install time for Xfinity Home installs (saved ten to 12 minutes of technician time in home).o Opened up mobile sales to direct sales reps (increased mobile sales numbers by 8% by opening up channel).• Coached and mentored team on company policies, procedures, and best practices to enhance operational efficiency and foster greater employee productivity.

Guided startup and opening of call centers for internal employees and business partners. Defined sales and care call center operations strategy in support of new product (Xfintity Mobile). Opened up global care operations to include seven call centers (both internal and external). Recruited and hired talented professionals with drive and dynamic skills for startup environment. Hired 900-plus employees within eight months. Transitioned HQ sales center of excellence within one year into traditional sales model, offering one sales transaction versus two depending on product. Provided business development, creation of operational procedures, and workflow planning. Created process improvements, including new call center and commission-based pay plans.Motivated and promoted team employees from within for key leadership roles. Set and managed performance benchmarks for call center employees. Established strong and successful policies for employee actions and customer interactions. Transformed departmental operations through aggressive process and attention to quality. Collaborated with company partners to develop and actualize strategic plans to advance company's mission and objectives and promote revenue, profitability, and growth. Built relationships with strategic partners leading to business development opportunities• Identified process gaps to bolster key performance indicators like service level, average handle time, and transitional sales.• Improved service level by 50% in first year by identifying operational gaps and broken processes.• Highlighted 50 process improvements directly impacting employee and CX • Achieved best-in-company eNPS scores.

Led and managed national care operations incubation team to trial and test new products. Identified operational process and created troubleshooting guides and support forums for new products and services. Supported accessibility center of excellence and transitioned center internally within three months Transitioned English/Spanish accessibility and escalations call centers internally. Created X1 Upgrade program for accessibility Supported four technical supervisors and one analyst for national care operations incubation center. Developed key operational strategies to deploy new products and services to all business partners and technical operational teams. Assisted in transitioning escalations queues “We’re On It” internally Reported on qualitative and quantitative analysis, providing data-driven insights to senior leaders. Established priorities and clear policies for customer operations areas.• Improved customer satisfaction scores by 40% by moving efforts internally. Streamlined several processes to reduce effort for customer base. Rolled out voice guidance on guide • Identified key gaps in My Account Virtual Hold platform, improving scheduled call backs.

Managed and delivered on all corporate requirements for BBB, LFA, and corporate complaints for seven regions. Oversaw and reported performance data on key customer and company initiatives. Implemented processes for consistent team handling of customer complaints, resulting in consistent customer experiences across all regions. Led high-performing team of seven supervisors and 50 case managers and worked with all groups cross functionally to resolve customer concerns. Managed day-to-day operations of west division ECR team. Created reporting for all areas within regions to provide awareness of customer concerns and areas of opportunity. Trended and identified key drivers of escalations. Led efforts in coaching, training, motivating, and developing team members to achieve both personal and organizational goals. Conducted regular meetings with ECR supervisors to maintain two-way communication and drive achievement of departmental objectives. Created and developed reporting and used data to tell overall story of customer pain points, providing guidance on where staff needed to focus and improve efforts.• Recommended new approaches, policies, and procedures to improve customer experience.• Combined all 7 regions into one working team to create efficiencies.• Implemented consistent team handling processes across seven regions to improve one-customer experience model.