Managed portfolios and programs including Business Internet, Business Video, Wireless Portfolio, and Lifecycle Management initiatives. Mentored new product managers in Agile processes, effective user story writing, and functional requirements. Drove alignment, oversaw deliverables and overcame program risks in delivering scalable processes and solutions for new product launch planning, execution, and enhancements. Performed as technical execution leader responsible for coordinating planning, design, and prioritizing system development needs through SAFe Agile development trains. • Led cross-project communications, reporting on program progress and milestones, coordinating with stakeholders for successful initiative implementation, UAT testing, and launch readiness. Collaborated with end-user content writers and training teams to ensure the accuracy and efficacy of training materials.• Collaborated with end-user content writers and training teams, ensuring the accuracy and efficacy of training materials.• Launched Business Internet Temporary Connection on time and on budget; a pre-install fixed wireless rapid fulfillment internet connection• Captained Employee Resources Group Mentorship Program Capstone award-winning project lead proposing a new holistic self-service connectivity kit• Served as Employee Resource Group Executive Board Member, focusing on Hispanic community outreach and event coordination, increasing membership 30%

Spearheaded product and service delivery initiatives, supporting product managers, customer and sales operations, marketing, finance, and legal teams. Served as subject matter expert for all products and processes in the Service Delivery portfolio. Managed end-to-end flow documentation for Service Delivery, actively participating in Agile systems development and refinement sessions.• Analyzed impacts of pending changes, identifying communication, training, and technical system needs, reducing time to market and boosting functional efficiency.• Recognized by product and operations leadership for the successful launch of groundbreaking programs: Comcast Business SecurityEdge, Business Internet product packages, Comcast Business at Home, and Business Internet Self-Installation kit.• Received special honors for expediting the launch of Comcast Business at Home, completing in 3 weeks from ideation to launch while fully remote in 2020, demonstrating adaptability and resilience in challenging environments.SecurityEdge and Business Internet Self-Installation.

Analyzed and interpreted individual metric performance of struggling agents and devised action plans for enhancement without compromising service levels by collaborating with managers. Offered supplemental coaching workshops to Tier 1 agents while managing inbound client requests. Led process improvement initiatives as Central Division Process Improvement Lead.• Directed pilot support team for CB SmartOffice surveillance services, creating troubleshooting processes for the division and increasing overall productivity.• Managed projects to refresh the Central Division Contact List, update divisional escalation processes, and the Comcast University National Care Training Refresh, advancing communication, productivity, and training effectiveness. • Authored operational documents and guides for the Central Division, promoting operational efficiency and consistency

Responded promptly to diverse inquiries and issues and offered solutions. Resolved voice, video, and data service errors by executing complex diagnostic troubleshooting.• Boosted customer satisfaction, addressing a variety of inquiries and issues via telephone and email proactively providing prompt solutions, and suggesting additional services when appropriate • Led and trained the Welcome Call pilot team, resolving improperly provisioned voice services and escalating process improvement recommendations and coaching opportunities.• Facilitated high level of internal and client service and problem settlement as billing systems migration lead and member of the Change of Service Team, guaranteeing completion of requests beyond peer group's resolution capabilities.• Achieved Business Champion Award 2015 and Best of the Best Q1 2015.

• Professionally handle incoming sales calls and service issues• Analyze clients’ concerns, engineer complete customized commercial and residential solutions and deliver on clients’ timeline• Analyze plans and create solutions in accordance with bid specs for government and commercial projects• Create detailed proposals, floor plans and design documents for company president for large projects• Design fully integrated custom system solutions that meets the clients needs and exceeds their expectations• Develop business and action plans for growing residential and commercial client base• Build and execute marketing plans and materials for intermediaries, decision makers and direct clients • Create and culture relationships with vendors, key strategic partners and intermediariesAchievements:- 30 delegate teleconference system for Thomas Edison State College- Custom cellular antenna system for UMDNJ and the New Jersey Business and Industry Association

• Oversee sales department• Approve sales team scheduling • Train all new salespeople and customer service representatives • Assist in developing strategic customer sales/marketing plans• Develop and manage outbound opportunity discovery calls and email campaigns for sales team• Act as level I IT technical support for department troubleshooting computer issues as well as technical interface issues from website and POS systems integrations• Research and approve buyer new acquisitions and transitional or upgrade items• Build relationships with potential B2B clients• Professionally handle incoming sales and customer service calls• Analyze clients’ situation and provide customized complete solutions pertaining to any product category attaching all accessories and extended warranties relevant to customer purchase • Proactively provide technical assistance and support to new and existing clients• Troubleshoot product issues and process return authorizations for all returns or exchanges• Consistently meet and exceed personal and team sales and attachment goals by 5%-50%• Answer email messages and return all phone calls within 12-24 hours.Achievements:Top Dollar: Top Profit % and accessory attachment rate (2010-2011) Top 10 Mitsubishi: Top ten earner in Mitsubishi special rewards program (2010-11)

- Effective closer with an emphasis on home installation services- Creatively design, install and calibrate in-store display systems for optimum functionality- Manage all aspects of installation projects and motivate staff to reach store installation goals- Mentor staff on installation service and techniques as well as newly received products- Comprehensive review of all installation requests to ensure accuracy - Act as reserve sales person covering all departments necessary including Digital photography, personal and portable electronics and computers & networkingAchievements:Top 10 Mitsubishi: Top ten earner in Mitsubishi special rewards program (2009-10)

- Conduct thorough in-home consultations identifying system needs and qualify customers - Present informative home theater and audio system demonstrations - Design and engineer custom systems to include equipment rack solutions with power and thermal management, lighting and power shading control and installation profiles and estimates- Compile detailed installation instructions, including installation profile, full wire diagrams, and detailed programming instructions- Partner with installation team throughout installation process to address any additional needs- Calibrate system and give in-home tutorial upon completion of installation.- Acting technical support and troubleshooter to better assist the client and schedule service calls

- Effective team mentoring focused on providing excellent customer experiences- Full management of recruiting process- Develop and present sales projections ensuring sales goals were attained- Set individual team member goals and evaluate staff performance- Maintaining store appearance through effective merchandising - In-store audio/video display installation and maintenance - Loss prevention and complete inventory control management- Cellular activation and proactive account management