Responsible for multi-year Comcast Business tNPS deployment to 6K employees. Responsible for the budget for Competitive Baseline survey of $800K. Program managed Medallia platform for Comcast Business, which included creating, reviewing business cases, project intakes, and priorities with Business Stakeholders including HQ partners. Provide bi-weekly project reports, scorecards to Senior leadership and stakeholders on progression, delays, and changes to project timelines.• Guide project teams along with cross-functional collaboration with leaders and teams Nationally on NPS, to drive project implementation and fortify front lines agents with specifics insights to impact our customer experience.• Train and engage in cross-functional group discussions on product development and segment marketing to ensure the customer experience is at the forefront of discussions, i.e. customer callbacks, NPS system, and any additional training needs.• Implement yearly baseline survey mirroring SOW and ensuring metrics, objectives, and deliverables are accomplished as well as manage the budget and ensure all deliverables are met.• Maintain direct relations with strategic partners on program goals, budgets, and enhancements.• Trained and mentored new team members to promote productivity and customer service.• Customized sales and education programs and training for various high-end clients.• Drove customer escalations to resolution by engaging directly with clients.

Trained and mentored new team members to promote productivity, accuracy, and friendly customer service. Customized sales and education programs and training for various high-end clients. Drove customer escalations to resolution by engaging directly with clients. Increased percentage of positive reviews from business owners on BBB site from Automated and published monthly CX Dashboard, viewed 100+ by key regional, division, and HQ VPs and above.• Drove employee frontline behavior changes with key Customer Experience tactics.• Developed, implemented, and maintain Change Control Board between Divisional groups and vendors for efficient change management.• Delivered on commitments while demonstrating a high level of integrity and respect for all teammates and stakeholders.

Enhanced development and drove the continuous improvement of the project delivery process by providing strong program leadership. Completed full-scale project plans, including overseeing engineering activities and design processes. Defined project plans and timelines, managed workflow and personnel, and achieved completion deadlines on or before schedule. Managed portfolio of Care initiatives across multiple areas of focus, such as customer-facing, agent facing along with back-end program fixes. Led Ticket Escalation project across West Division to standardize tickets submitted by agents on promotions, credits, and other customer account related items.• Successfully reduced ticket submission by 80% and increased customer experience by providing the proper tools for agents to complete changes at the time of customer contact.• Program Managed 10+ projects over a two-year timeframe, with resources across West Division.• Launched over 50 product deployments, 10 agent-facing processes, and 5 customer-facing tools.• Built strong cross-functional relationships with other departments, contractors and internal Directors, Vice Presidents.• Developed maintained, and managed detailed plans, action items, milestones, and risk registry.

Responsible for managing and/or supporting the complete life cycle of straight-forward to moderately complex projects. Accountable for providing support to project managers in planning, managing and monitoring key projects from conception through implementation. Monitors a project status and potential deviations from plans, gather and analyze data in order to support and maintain visibility, issues escalation and internal processes. Assist in preparing various reports including project budget, health and other PMO management reports.

Collected and analyzed consumer data, including demographics, preferences, and purchasing trends. Gathered competitor data, analyzing pricing, product sales, and marketing strategies. Forecasted and tracked marketing and sales trends. Executed weekly direct marketing campaigns for West Division.• Developed and managed various reports on call volume, connects, testing, and trends based on direct mail efforts: reports on key performance indicators for management review.• Built data management and executes list pulls for direct mail campaigns to meet deliverables.• Handled a broad range of support services, including proposal development and support, market research, internal capabilities research, and planning support.

Largest cable, internet and telephone provider for residential and business clients. -Builds professional rapport with the customer by listening to understand and being clear and articulate in your verbal and written communications-Relay and explain information to customers regarding Comcast products and services, equipment, procedures, account information, promotions, service and problems-Took ownership of calls and ensured all questions, products and account information explained -Top producer on team for productivity -Ability to analyze and problem solve regarding sales and billing items

Small creative recruiting agency specializing in placing marketing/advertising freelance professionals. -Generate new business opportunities by planning, prioritizing sales activities, using appropriate proposals and ethical sales methods, and optimizing quality of service toward achieving goals-Maintain strong, long-lasting current client relationships to create up-selling opportunities -Pro-actively pitch talent to existing and potential clients on an ongoing basis -Successfully increased revenue by 120% for two months -Act as The Gene Pool representative within trade organizations and during networking events -Created direct marketing efforts for company to educate agencies, tracked and maintained database on traffic results