• 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% improvement in warm transfers, 43% reduction in invalid tickets, and 52% reduction in previously unlocked devices.

• 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.

• 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+ annually).Key Achievements:• 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%) through automation.• 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.

• 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.

• 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. Documented and evaluated existing internal and client operations; streamlined processes.• 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.

• 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.

• 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 model alignment scenarios.

• 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.