Lisa Shurtliff Email & Phone Number

Centennial, Co | West Division

• Support the West Division throughout all aspects of its corporate social responsibility programs, including employee engagement, corporate giving, grant funding, digital equity, and volunteerism.

Denver, Co | Mountain West Region

• Support the Mountain West Region External Affairs team in a 6-month “Gig” capacity, in addition to full time work.• Develop and execute research strategies for key external affairs initiatives related to Lift Zones, Internet Essentials, community partners, social media strategy, and local events.• Partnering with HQ on the Comcast RISE program and 2024 recipient Colorado Springs/Pueblo to spread awareness, generate excitement, and award 100 small businesses with monetary grant… Show more • Support the Mountain West Region External Affairs team in a 6-month “Gig” capacity, in addition to full time work.• Develop and execute research strategies for key external affairs initiatives related to Lift Zones, Internet Essentials, community partners, social media strategy, and local events.• Partnering with HQ on the Comcast RISE program and 2024 recipient Colorado Springs/Pueblo to spread awareness, generate excitement, and award 100 small businesses with monetary grant, creative production, and technology makeovers.• Reviewed 4 state blogs (CO, UT, AZ, NM) and found 73 errors, inconsistencies, and items that need correction to make the blogs cohesive with each other and clear to the reader.• Focus on expanding external storytelling capabilities, advancing digital equity work, & community impact opportunity.• Write/edit internal and external communication pieces for social media, blog content, and employee highlights. Show less

Centennial, Co | West Division

• Responsible for development & execution of large initiatives: Flex Activation Fee, Peacock Unbundle, NOW TV, Legacy EOL Video Equipment, Xumo Stream Box, Right Device Right Customer, StreamSaver App Offers, DTA EOL, NOW TV Latino, Xumo & NOW TV for Internet Essentials.• Created & ran a 40-day Showtime Incentive program for SCOE agents in 2022 to receive compensation & rewards based on units sold. Increase of 36% in Showtime sales with an average of 65 Showtime sales per day.• Created… Show more • Responsible for development & execution of large initiatives: Flex Activation Fee, Peacock Unbundle, NOW TV, Legacy EOL Video Equipment, Xumo Stream Box, Right Device Right Customer, StreamSaver App Offers, DTA EOL, NOW TV Latino, Xumo & NOW TV for Internet Essentials.• Created & ran a 40-day Showtime Incentive program for SCOE agents in 2022 to receive compensation & rewards based on units sold. Increase of 36% in Showtime sales with an average of 65 Showtime sales per day.• Created and launched an Xchange Mission for customer facing employees pertaining to Video Add-Ons. There were 61.7k employees eligible to take it and 12.1k completed it, a completion rate of 20%, out of a 33% engagement rate.• Execution side for Go-To-Market Video Product initiatives for the entire West Division and presenting on Go-To-Market meetings of 400+ invitees of frontline leaders and professionals. Present weekly on products & enhancements.• Work closely with internal communications groups to increase product fluency by creating huddles, articles, talking points, trainings, job aids, and Xchange Missions. Created collateral for the CAR team pertaining to Flex activation.• Analytically involved in interpreting data and KPIs to drive the business forward through product strategy and strategic planning for enhancements to product content, pricing, packaging, and features.• Assist in budgeting and variance analysis of product's unit and financial performance, communicate trends, risks and opportunities, and develop and defend POV for product features/benefits. Show less

Centennial, Co | West Division

• Optimized processes from 6 Regions into 1 standardized operating model identifying gaps/challenges, utilizing best practices and providing recommendations when work transitioned to the West Division office in Aug 2018.• Charged with leading a team of 7 individuals to help with an AP/NRSA audit to cleanup 3,155 invoices/1,306 unique vendors resulting in $3.3M of revenue share payments stuck in a “Sent to AP” status. Successful payments made on 680 invoices = $1.1M of revenue share with… Show more • Optimized processes from 6 Regions into 1 standardized operating model identifying gaps/challenges, utilizing best practices and providing recommendations when work transitioned to the West Division office in Aug 2018.• Charged with leading a team of 7 individuals to help with an AP/NRSA audit to cleanup 3,155 invoices/1,306 unique vendors resulting in $3.3M of revenue share payments stuck in a “Sent to AP” status. Successful payments made on 680 invoices = $1.1M of revenue share with ongoing efforts to resolve remaining invoices.• Researched & resolved over 1,000 MDU escalations resulting in $3.5M owed revenue to XC property owners for door fees, media panel fees, and revenue share.• Standardized new contract handoff across the Division ensuring door fee payments are on time & revenue share is in accordance with the contract, resulting in 3,092 new contracts processed accurately.• Launched a revenue reduction initiative in California: identified 65 low-performing, expired contracts to terminate revenue share, resulting in savings of $69k in FY21 and $133k in future years to the bottom line. Show less

Greenwood Village, Co | National Customer Operations

• Oversaw partnership with COPS Monitoring Station & West Corporation guaranteeing customer accounts have proper status, permits and contact information to ensure authorities are notified during an emergency; research when in question.• Researched and resolved 251 unique XH escalations: 191 permit issuance escalations, 52 customer escalations and 3,835 corrections to customer accounts and Police, Fire and Medical authority numbers for accurate dispatching.• Managed 4 vendor… Show more • Oversaw partnership with COPS Monitoring Station & West Corporation guaranteeing customer accounts have proper status, permits and contact information to ensure authorities are notified during an emergency; research when in question.• Researched and resolved 251 unique XH escalations: 191 permit issuance escalations, 52 customer escalations and 3,835 corrections to customer accounts and Police, Fire and Medical authority numbers for accurate dispatching.• Managed 4 vendor relationships to align on call center metrics & call support they provided from a Tier 1 perspective.• Researched and provided necessary documentation for 2 CAAT Audits for: Vendor Invoice Process for Billable Hours & P4P/Incentive Metrics and West/COPS Data Refresh Process for Police/Fire/Medical Authority Numbers.• Audited existing access, granted new access & deactivated old users for 1,521 vendor partners & employees.• Supported HQ and 3 Divisions at a National level with Xfinity Home requests, projects, escalations and reporting.• SME on alarm permits, city and municipality ordinances and emergency response to answer customer and tech questions.• Prepared monthly/quarterly Business Reviews updating Leadership on XH Billing, Repair, Retention and Day of Job NCOEs.• Conducted weekly audits of ~230 CSG & Vision Billing profiles ensuring restricted access was only provided to XH team. Show less

Englewood, Co | West Division

• Assisted in developing an annual budget & monthly forecasts of call volume & productivity to drive a $551M FY15, $579M FY16 and $581M FY17 annual Care COE operating budget supporting 9M subscribers.• Implemented a Care Metric Dashboard with 27 KPI (Key Performance Indicator) for current year MTD, YTD, Budget and Prior Year actuals allowing better visibility into daily operations using historical and current data trends.• Prepared monthly Business Reviews to update Division President &… Show more • Assisted in developing an annual budget & monthly forecasts of call volume & productivity to drive a $551M FY15, $579M FY16 and $581M FY17 annual Care COE operating budget supporting 9M subscribers.• Implemented a Care Metric Dashboard with 27 KPI (Key Performance Indicator) for current year MTD, YTD, Budget and Prior Year actuals allowing better visibility into daily operations using historical and current data trends.• Prepared monthly Business Reviews to update Division President & National Customer Operations (NCO) on key initiatives, business unit performance & financial results of the West Division Call Center COEs.• Analyzed and evaluated operational performance metrics and resources to ensure alignment and focus. Show less

Englewood, Co | West Division

• Stood up the Talent Service Delivery COE, centralizing talent support work at the West Division office in 2014 - creating consistent processes, and working with HQ to optimize the supporting technology.• Team Lead for Talent Service Delivery and Call Center recruiting overseeing 11 COEs (4 call queues) and 7 Regions.• Executed rollout of SuccessFactors Applicant Tracking System to Talent teams in the West Division. This included user acceptance testing, training deployment and… Show more • Stood up the Talent Service Delivery COE, centralizing talent support work at the West Division office in 2014 - creating consistent processes, and working with HQ to optimize the supporting technology.• Team Lead for Talent Service Delivery and Call Center recruiting overseeing 11 COEs (4 call queues) and 7 Regions.• Executed rollout of SuccessFactors Applicant Tracking System to Talent teams in the West Division. This included user acceptance testing, training deployment and delivery, and feedback loop to HQ.• Supported a confidential re-org affecting 39 Directors & VPs in FY15 when Mile High & Mountain Regions merged.• Achieved 99% of staffing target FY14 hiring 1,972 call center agents across 9 COEs while simultaneously managing the successful implementation of the Success Profiles rolled out throughout the year improving candidate quality.• Conducted a clean-up of 5,672 vacant positions when the Career Advance Path program was implemented for call center agents ensuring a smooth execution without duplicate positions, in accordance with project timeline.• Managed a Sales transformation of 17 positions allowing better ratios of Managers to Supervisors at 1:6 (previously 1:9) & Supervisors to CAE’s at 1:12 (previously 1:14).• Visited all 11 of our COEs allowing better partnership and collaboration with business leaders. Show less

Englewood, Co | West Division

• Supervised a team of 16 professionals, creating a positive team culture to accomplish team goals.• Implemented a rotational program for training new employees to acquire the necessary knowledge, skills, & behaviors to become effective organizational members.• Developed a TSD Playbook used to assimilate new employees with instructions, process flow, templates & culture.• Approved an average of 30 preliminary offers per day to allow the team to quickly begin the pre-employment… Show more • Supervised a team of 16 professionals, creating a positive team culture to accomplish team goals.• Implemented a rotational program for training new employees to acquire the necessary knowledge, skills, & behaviors to become effective organizational members.• Developed a TSD Playbook used to assimilate new employees with instructions, process flow, templates & culture.• Approved an average of 30 preliminary offers per day to allow the team to quickly begin the pre-employment process.• Selected as a Talent Acquisition Integration member for the largest and most complex M&A deal in industry history. Conducted operations analysis and developed TA Playbook to support Comcast’s proposed $45.2B acquisition of Time Warner Cable and subsequent market swap and divestiture deal with Charter.• Created an Internal Transfer Request dashboard used by Recruiters & HR to ensure transfer eligibility for candidates and house data in a central database. Show less

Denver, Co

• Maintain 14 residential units and 1 commercial property rental by: advertising, filling vacancies, negotiating & enforcing leases, selecting qualified tenants, and collecting deposits, rent payments & late fees.• Develop financial models to evaluate potential properties, forecast cash flow and ensure appropriate tax withholdings.• Establish rental rates by surveying competing properties while balancing mortgage payments and maintenance costs with supply & demand.• Schedule… Show more • Maintain 14 residential units and 1 commercial property rental by: advertising, filling vacancies, negotiating & enforcing leases, selecting qualified tenants, and collecting deposits, rent payments & late fees.• Develop financial models to evaluate potential properties, forecast cash flow and ensure appropriate tax withholdings.• Establish rental rates by surveying competing properties while balancing mortgage payments and maintenance costs with supply & demand.• Schedule maintenance & repairs, negotiate contracts with vendors and regularly inspect properties to ensure all are in good working order.• Plan and coordinate renovations with vendors and occupants and quickly resolve emergency maintenance issues.• Maintain records of income and expenses, signed leases, maintenance & repair requests, maintenance & repair costs, rent collection and insurance costs.• Produce reports to adequately evaluate profitability of each property, track expenses by category and document all qualifying expenses for tax purposes. Show less

Denver, Co

• Sales experience conducting in- and offsite promotional demos for different product brands using product sampling to convert customers and lead to purchases. • Successfully communicated client message and product knowledge to consumers.• Effectively interacted with consumers to drive trial and conversion.• Reported to Event Manager all issues with regard to daily operations, objectives and strategies.• Completed Event Reports to communicate key learnings, successes, areas of… Show more • Sales experience conducting in- and offsite promotional demos for different product brands using product sampling to convert customers and lead to purchases. • Successfully communicated client message and product knowledge to consumers.• Effectively interacted with consumers to drive trial and conversion.• Reported to Event Manager all issues with regard to daily operations, objectives and strategies.• Completed Event Reports to communicate key learnings, successes, areas of development and competitive information.• Acted as an extension of brand partners and frontline in communicating brand image to consumers. Show less

Englewood, Co | West Division

• Project Leader for Part-Time Pilot launched in the Loyalty call centers; ended pilot with a 98.6% candidate start ratio.• Achieved 110% of staffing target FY13 hiring 881 Care reps, exceeding goal of 798, when Care hiring moved to CO.• Hired 702 externals in FY12 across 9 of our call centers during a confidential, Division-wide transformation.• Hired 75 externals/transfers, including 4 VPs & 8 Directors, in FY11 getting the Finance organization to full staff.• Implemented a… Show more • Project Leader for Part-Time Pilot launched in the Loyalty call centers; ended pilot with a 98.6% candidate start ratio.• Achieved 110% of staffing target FY13 hiring 881 Care reps, exceeding goal of 798, when Care hiring moved to CO.• Hired 702 externals in FY12 across 9 of our call centers during a confidential, Division-wide transformation.• Hired 75 externals/transfers, including 4 VPs & 8 Directors, in FY11 getting the Finance organization to full staff.• Implemented a Staffing Tracker Dashboard used by the Division President and Sr. Leadership to keep them apprised of weekly headcounts. Maintain yearly budget targets and any updates necessary.• Managed 150 monthly open positions across 13 states with an average time to fill of 30-60 days.• Managed on-boarding of ~37/month new hires/transfers including processing new hire paperwork. Show less

Englewood, Co

Formerly called the American Institute of Medical Sales.• Promoted from Executive Assistant to the CEO to Director of College Relations within 3 months of hire.• Developed and implemented a recruiting process resulting in a 150% increase of student enrollment.• Created a database with IT to track all applicants and students through their AIMS lifespan.• Attended career fairs across the US to recruit new students & coordinated interviews with leadership.• Edited and revamped… Show more Formerly called the American Institute of Medical Sales.• Promoted from Executive Assistant to the CEO to Director of College Relations within 3 months of hire.• Developed and implemented a recruiting process resulting in a 150% increase of student enrollment.• Created a database with IT to track all applicants and students through their AIMS lifespan.• Attended career fairs across the US to recruit new students & coordinated interviews with leadership.• Edited and revamped the corporate AIMS website.• Profiled & contacted potential medical companies to acquire their open reqs to submit AIMS graduates.• Maintained all student information regarding placement, i.e. profiles, biographies, resumes, photos, job territories. Show less

Englewood, Co

• Promoted from Corporate Recruiting Coordinator to University Recruiter within 2 months of hire.• Developed and launched “Class Of”; one year on-boarding program for new college hires.• Organized 45 internships to include: training seminars, networking opportunities, projects, trips and housing.• Managed 4 Campus Ambassadors to ensure they increased Dish Network’s awareness on campus.• Advised and educated business units on staffing processes, tools, assessments and selection… Show more • Promoted from Corporate Recruiting Coordinator to University Recruiter within 2 months of hire.• Developed and launched “Class Of”; one year on-boarding program for new college hires.• Organized 45 internships to include: training seminars, networking opportunities, projects, trips and housing.• Managed 4 Campus Ambassadors to ensure they increased Dish Network’s awareness on campus.• Advised and educated business units on staffing processes, tools, assessments and selection strategies.• Organized and drove recruiting strategies to identify top, diverse talent at 14 colleges & universities.• Reviewed & negotiated contracts for various vendors to ensure contracts were in Dish’s best interest. • Managed recruiting process: career fair, hosting company presentation, conducting formal interviews, extending offers, on-boarding and exit interviews.• Participated with in-house studio tapings for customers and field employees. Show less

Englewood, Co

• High volume, virtual recruiting for customer service reps/sales agents taking inbound calls for telecom clients.• Hired an average of 25 externals per week for the US, UK and Australia.• Key member in successfully hiring over 2,000 agents within a 2.5 month seasonal ramp.• Implemented interactive web and audio information sessions to ensure agents understood job expectations.• Customized and conducted behavioral based interviews to hiring managers’ needs.• Integrated new… Show more • High volume, virtual recruiting for customer service reps/sales agents taking inbound calls for telecom clients.• Hired an average of 25 externals per week for the US, UK and Australia.• Key member in successfully hiring over 2,000 agents within a 2.5 month seasonal ramp.• Implemented interactive web and audio information sessions to ensure agents understood job expectations.• Customized and conducted behavioral based interviews to hiring managers’ needs.• Integrated new ideas into and reorganized the TeleTech@Home website.• Administered and analyzed assessment results to determine potential fit.• Provided support to candidates who were having technical problems with Applicant Tracking System. Show less

Denver, Co

• Supported 10 recruiters with company-wide staffing process and approvals, employee transactions, applicant tracking system administration, tuition reimbursement program, candidate screening and selection, interview scheduling, HR vendor relations, employee referral program, and offer letter management.• Managed company wide pre/post-employment background investigations and drug screen programs - including vendor management and Fair Credit Reporting Act compliance.• Provided… Show more • Supported 10 recruiters with company-wide staffing process and approvals, employee transactions, applicant tracking system administration, tuition reimbursement program, candidate screening and selection, interview scheduling, HR vendor relations, employee referral program, and offer letter management.• Managed company wide pre/post-employment background investigations and drug screen programs - including vendor management and Fair Credit Reporting Act compliance.• Provided employment verifications for all EV related questions: loans, background checks, etc.• Addressed all Annual Open Enrollment (employee benefits) inquiries.• Executive member of the Verizon Business HR Global Services Diversity Team. Show less

Denver, Co

• Assisted in building the college recruiting program from the ground up.• Planned and coordinated college and university hiring events for 50 of the nation’s finest energy schools.• Extended 150 college graduate, 100 summer intern and experienced hire offer letters.• Administered all travel, new hire orientations and intern summer events.• Managed the college recruiting spreadsheets, databases and personnel files.• Completed the Baker Hughes Oil & Gas training class.•… Show more • Assisted in building the college recruiting program from the ground up.• Planned and coordinated college and university hiring events for 50 of the nation’s finest energy schools.• Extended 150 college graduate, 100 summer intern and experienced hire offer letters.• Administered all travel, new hire orientations and intern summer events.• Managed the college recruiting spreadsheets, databases and personnel files.• Completed the Baker Hughes Oil & Gas training class.• Participated in the development of the US Recruitment video for Encana’s website. Show less

Aurora, Co

• Retail experience working in all facets of the business - cashier, guest service desk, food services, pharmacy technician, jewelry counter, electronics counter, receptionist, stocking, and inventory management within hardlines, softlines and food service.