Shelly Smith Email & Phone Number

Greater Philadelphia

• Managed a team dedicated to driving employee engagement and adoption of frontline tools across customer-facing functions, resulting in improved efficiency, productivity, and customer experience.
• Implemented data-driven strategies and tactics to identify and address behavior and tool gaps through awareness, education, and tool performance effectiveness.Key Achievements
• Led change management for the Enterprise Case Management rollout, achieving a +59 NPS, a 72% promoter score, and earning a Circle of Success nomination.
• Collaborated with cross-functional teams to create Tool Usage KPIs for measuring tool adoption and improving accountability and performance across frontline contact centers.
• Developed and delivered training programs and communication strategies, including a successful Tool Tips video series, which led to measurable improvements in operational metrics and customer experience: 15%.

Greater Philadelphia Area

• Led execution of strategic objectives for Xfinity WiFi product and hotspot enhancements aimed at driving business growth and improving customer experience.
• Managed production and analysis of business metrics across initiatives, providing data-driven insights and recommendations to optimize processes and customer experience.Key Achievements:
• Drove high-impact initiatives such as product performance analysis, renaming XWiFi SSIDs, and emergency response during the COVID-19 pandemic, significantly enhancing service availability.
• Spearheaded critical projects, including auditing bulk internet entitlements and provisioning for multiple dwelling units (MDUs), resulting in proper entitlements for 400K internet customers.
• Developed and implemented a Venue Sponsorship Playbook, standardizing processes and ensuring quality standards across sponsored venues.
• Partnered with communications and engineering teams to develop process documentation and customer-facing product articles, ensuring clarity and consistency.

Greater Philadelphia Area

• Directed a team focused on grants management process optimization, data governance and reporting, technology solutions, policies & procedures, compliance, and training within Comcast’s charitable giving sector ($400M+.
• Led two large-scale system implementations, migrating grants management system to SaaS cloud-based platform, achieving significant cost savings, improved customer experience, and reduced man-hours and errors (by 38%).
• Spearheaded the transition from paper checks to automated direct deposits, standardizing and streamlining grant processes, developing necessary technical infrastructure, and allocating resources.
• Organized and led internal and external user groups to collect feedback, resolve issues, and implement best practices to drive continuous improvement.

Greater Philadelphia Area

• Established an analytics and reporting framework, defining key performance indicators (KPIs) for field teams, finance, and executive management to enhance decision-making and identify areas of opportunity.
• Implemented quality control measures to monitor and correct common data entry errors, ensuring precise data coding.
• Administered ALTA grants management database by managing vendor relationship, establishing best practices, identifying areas of opportunity and addressing process gaps, resulting in improved data collection and delivery.
• Facilitated new vendor selection and system implementation by gathering requirements, drafting and reviewing RFPs, creating detailed test plans, conducting system testing, and developing and delivering training programs.

Bala Cynwyd, PA

• Held oversight of all internal and client reporting for startup technology and recruiting company, including SDLC, operations, SLA management, staffing and recruiting activity reporting, and client invoicing..
• Built new processes and reports in Salesforce to drive accountability, efficiency, and decision-making. Spearheaded internal project management for developing new product offerings and created SLAs for projects.

Mt. Laurel, NJ

• Served as customer liaison, managing onsite delivery of custom technology solutions.
• Oversaw project management and directed team of offshore IT resources in prioritization, coordination, and timely execution of deliverables.
• Devised process for identifying operational issues, ensuring all system problems were analyzed and addressed, and root cause and resolution were documented by operational utility developer.

Collegeville, PA

• Led analytics projects to develop and support recommendations for optimizing sales force expansion or reduction, workload balance, territory sizes and assignments, and marketing and sales strategies.
• Conducted and performed alignment reporting and analytics, including cross-sales force analysis, disruption, capacity and workload analysis, geographic data visualization, sizing models, workload index values, and.

• Collaborated with Health Care Systems, brand marketing, and sales teams to identify business issues and needs and determine market research priority initiatives.
• Partnered with management to design, execute, and analyze market research initiatives and present insights to marketing teams.

• Informed design and development of field sales incentive compensation plans by performing trend analysis, modeling and testing plans, and implementing plan expense tracking to budget.
• Created and improved processes to track and coordinate payroll for all Post Bonus Adjustments as team member of a Six Sigma Business Process Excellence initiative.

Bs, Management Information Systems

Activities and Societies: Tri Sigma

Mba, Management, 4.0