Scott Grubb Email and Phone Number

In my current role at Comcast Business, I lead the oversight and operations of our chat platform, ensuring seamless interactions among customers and frontline agents as well as vendor technicians and internal support teams. I work directly with frontline agents, leadership, executive stakeholders, our strategic partners, and third-party vendors to grow the chat platform into new and exciting ventures.Key Responsibilities:- Spearheading the efficient functionality and continuous improvement of Comcast Business' chat platform, optimizing for customer engagement and operational effectiveness.- Managing relationships with internal stakeholders and our third-party vendor, Nuance, to streamline processes and enhance service deliveryKey Achievements:- Successfully expanded the chat platform's accessibility to customer retention teams, facilitating efficient contract discussions directly within the chat interface and reducing call volume as well as associated cost.- Developed comprehensive training documentation for various user interfaces and product enhancements, ensuring seamless onboarding an ongoing support for agents and stakeholders.- Played a pivotal role in reducing overall chat volume by 31% through the strategic development an analysis of an AI-powered chat bot. This innovation effectively handled common customer inquiries, freeing up frontline support for more complex issues and improved response times.

As a seasoned Data Analyst 3, I have played a pivotal role in driving the continued success and significant growth of the chat platform as a customer communication channel. Leveraging a diverse range of KPIs, I have effectively demonstrated the platform's effectiveness, efficiency, and growing customer preference, crafting compelling narratives that advocate for its expansion.Key Responsibilities:- Analyzing intricate data points and correlating them with consumer, company, and industry trends to uncover valuable insights.- Proficiently navigating and translating data from diverse sources and user interfaces, including Nuance, Tableau and Microsoft PowerBI- Integrating data insights into Program and Project manager plans, ensuring alignment with strategic objectives and operational efficiencies tracked via Jira.Key Achievements:- Identified and capitalized on a $1mil+ annual savings opportunity by shifting loyalty/retention conversations from voice to our chat platform, enhancing operational efficiency and customer satisfaction.- Advocated for the hiring of 4 additional agents by pinpointing divisional-level inefficiencies leading to prolonged wait times and missed customer interactions, thereby improving overall customer experience.- Successfully served as a project manager overseeing the resolution of a technical issue identified through the analysis of week-over-week volume data.

Coach and develop a team of agents focused on delivering best-in-class customer service via digital chat platformsProvide targeted feedback focused on KPIs to reduce customer contact rate and improve quality of interactions.Analyze staffing levels and volume data to facilitate shift realignments improving customer connection rate and reducing shrinkIncreased overall handled volume by 224% while reducing missed connections by 68%Achieved record high employee satisfaction survey scores for the department

Foster an environment of trust and motivation through employee focused development and personal connectionLead initiatives to assist agents and peers in understanding and embracing new quality measurement programsDeveloped numerous tools used by peers site wide for more effective communication, data analysis, and streamlined coachingSuccessful record of performance including top YourVoice employee survey performance for West Division 2019, continuous top performance for eNPS, Excel recognition in February 2019, and mulitple top team performance recognition

Develop, manage, and assist a team of top tier technical support representatives support Comcast television and internet servicePartner with peers to identify training, communication, and process opportunities then implement improvement plansEnsure schedule adherence to maintain a balance on business needs and customer response timeSpeak with escalated customers to assist in diffusing difficult situations and coming to resolution

Lead and develop a thirty person team composed of trainers, supervisors, and on-the-job trainersResponsible for overseeing the on-boarding and ongoing education of over 400 customer service representativesEnsure quality of training through observation, curriculum feedback, data analysis, and trainer developmentSchedule trainer and classroom assets on a three month scope to ensure hiring and career path expectations are metLeverage relationships with operations, human resources, and corporate leadership to influence organizational changeInstrumental in the development and ongoing execution of a corporate employee education program designed to bridge the gap between corporate and frontline operations

Responsible for the on-boarding and ongoing development of over 400 over-the-phone customer service agentsEffectively delivered training materials while providing consistent feedback for process improvementPerformed duties of training manager in an interim role including employee consultations, trainer development and on-boarding, class and resource scheduling, summit organization, operations management collaboration, and crisis managementScheduled, budgeted, and executed on numerous teambuilding activities designed to improve communication and comradery amongst peersTraveled to support eight additional call center site locations with skill launches and trainingsRecognized, over all other trainers, as the enterprise expert for Broadband Internet services and Hopper equipment Ranked as top overall trainer out of 64 in the organization for 2014

I work cooperatively with varying levels of business leadership to develop training materials. My team and I write and construct need based, new hire, and career advancement training courses for an expanding variety of topics including telecommunications technology, customer service soft skills, corporate billing, customer retention, and customer deescalation techniques. My particular specialty is broadband Internet and home networking training. I observe and provide constructive feedback to members of the field training team. I also assist in the coordination and communication of corporate business ini

As a trainer I was responsible for the effective delivery of training materials. My primary focus was the on-boarding and development of new hire agents. I also taught career advancing courses including advanced billing and advance troubleshooting. My specialization in Broadband Internet knowledge led to me being called upon numerous times to travel to other call centers to launch new troubleshooting departments, educate site leadership, certify fellow trainers, and ensure the success of the skill in that site. Other duties included providing feedback on training material, scheduling resources including classrooms and my peers, acting in supervisory roles in the absence of my manager, handling sensitive human resources situations, communication with all levels of the enterprise up to and including CEO.

Provided front line and advanced technical and customer service support

I led a staff of student volunteers in the process of conceptualizing, planning, funding, and executing campus wide events ranging in size from small coffee shop performances to arena size concerts. Maintained and balanced a budget of over two million dollars. I led an organization re-branding campaign including the development of a new name, logo, motto, initiative, mission statement, and standard operating procedure. I was also called upon to be a student representative of the Centennial Advisory Committee, an organization created to promote and celebrate the 100th anniversary of Radford University.