Larry Jacobs Email and Phone Number
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Intuitive engagement professional with considerable experience leading customer-facing teams in a highly competitive environment. Logical and strategic, with a history of success developing efficient processes to retain customers and reduce customer and employee churn. Communicative and collaborative, able to manage and motivate large teams to achieve significant individual and organizational goals.
Comcast
View- Website:
- comcast.com
- Employees:
- 75807
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Senior Manager Of Customer Care, Priority ServiceComcast 2013 - PresentNewark, Delaware, United StatesLaunched the first Priority Service Queue serving high value customers in the Northeast Division with a focus on improving the on-boarding experience for customers. Continuously assessing operational processes and orchestrating change management initiatives to increase efficiency and close service gaps in the customer experience.Accomplishments include:- Improved First Call Resolution score from 74.3% to 79.0% (6.35% improvement)- Reduced on-boarding call in rate from 4.2 to 2.9 (31% improvement)- Developed and implemented best practices for cross functional support of NED’s first call sharing queue (dispatch, collections, tech ops)- Improved Net Promoter Score to a high of 13.5% in April 2018- Increased Transaction Sales Rate performance from .06 to 1.4 (133% improvement)
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Senior Manager Of Customer CareComcast 2008 - 2013Newark, Delaware, United StatesRelocated to Newark, DE to continue Senior Manager role.
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Senior Manager Of Customer CareComcast 2004 - 2008Plymouth Meeting, Pennsylvania, United StatesResponsible for developing customer service supervisors in highly competitive market to deliver results. Drove excellence in technical support and customer service for Comcast customers; duties included: monitoring performance metrics, creating and implementing strategies to improve performance; setting and ensuring goals and action plans were met.
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Director Of Customer CareComcast 2002 - 2004Plymouth Meeting, Pennsylvania, United StatesLead complex multilevel teams to deliver customer satisfaction and company objectives through organizational clarity and leadership effectiveness.
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Manager Of Customer CareComcast 2001 - 2002Plymouth Meeting, Pennsylvania, United States
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Supervisor Of Customer CareComcast 1998 - 2001New Castle, Delaware, United States
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Service Technician (Suburban Cable)Comcast (Formerly Suburban Cable) 1992 - 1998King Of Prussia, Pennsylvania, United States
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Inbound Customer Care RepresentativeSuburban Cable 1991 - 1992King Of Prussia, Pennsylvania, United States
Larry Jacobs Skills
Frequently Asked Questions about Larry Jacobs
What company does Larry Jacobs work for?
Larry Jacobs works for Comcast
What is Larry Jacobs's role at the current company?
Larry Jacobs's current role is Senior Manager of Customer Care | Priority Service | Motivating teams to accelerate performance..
What is Larry Jacobs's email address?
Larry Jacobs's email address is la****@****ast.com
What skills is Larry Jacobs known for?
Larry Jacobs has skills like Telecommunications, Customer Satisfaction, Customer Experience, Training, Call Center, Call Centers, Leadership, Sales, Vendor Management, Management, Customer Retention, Broadband.
Who are Larry Jacobs's colleagues?
Larry Jacobs's colleagues are Theresa Thornton, Mahua Barua, Rhonda P., Siya Dhotre, Melinda Salazar, Peter Pizarek, Peter Winfield.
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