Susan Blum Email and Phone Number
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Collaborative, strategic, and innovative Customer Experience Leader with 20+ years of Telecom industry career success leading diverse teams, driving process improvement, raising customer satisfaction scores, and inspiring employee engagement. Expert at leveraging knowledge, experience, data, and key resources to design, operationalize, and implement programs leading to successful outcomes for customers, frontline employees, and internal business partners across the corporation. AREAS OF EXPERTISE:Customer ExperienceLeadership-Hybrid/RemoteSales and MarketingCross-Functional RelationshipsProcess ImprovementNet Promoter System (NPS)Coaching and MentoringChange ManagementEmployee ExperienceIssue ResolutionCAREER ACCOMPLISHMENTS:2022 Comcast Commitment to Culture Award Winner2021 Comcast Circle of Success Award Winner-Working Together to Win Together Drove California NPS practices to highest engagement level, 92%, in the West Division 2021 Received Outstanding rating on Employee Review for consistently exceeding expectations 2019 Elite Award Winner2019-Developed pilot program for eNPS Huddle delivery, improving engagement by 110% 2011-Managed Regional launch of “Voice of the Customer” survey process –beat corporate target driving customer satisfaction to 85% Reduced volume of trouble calls by 38% year over year; saving the company $3M in truck roll expense
Comcast
View- Website:
- comcast.com
- Employees:
- 75807
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Senior Manager, Customer Experience, West DivisionComcast Dec 2023 - Present
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Customer Experience Manager, California RegionComcast May 2019 - PresentLivermore, Ca* Develop, manage, and deploy Customer Experience programs to support business objectives* Designed and executed “The Cause”, a program leveraging NPS practices to achieve business objectives* 24% YoY increase in engagement in non-customer facing callbacks with 92% compliance rate* 35% YoY increase in eNPS Elevation Effectiveness metric* Analyze, prepare, and present Customer Experience related data, KPIs, areas of opportunity, and recommendations to senior leadership and cross-functional partners* Assess gaps, identify solutions, and present recommendations using data related to Callbacks, Alert Management, tNPS, eNPS, and Huddles * Influence and ensure alignment of the Customer Experience culture across region, division, and corporate* Onboard and share best practices with new Customer Experience leaders across the organization * Identify and influence cross-functional outliers to achieve business goals* Onboard and train new regional leaders on all aspects of Customer Experience* Develop, analyze, and present monthly scorecard of Customer Experience metrics to identify leading indicators and determine future strategy and execution* Coach Regional Quality Leads to improve skills: data analysis, storytelling, presentations, etc
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Vip Sales SpecialistSerena & Lily Nov 2016 - Apr 2019Sausalito, CaDevelop and execute concierge program serving high-value customers for upscale home and lifestyle brand. Serve as project manager, ensuring a seamless customer experience encompassing the purchase, fulfillment, and delivery of goods. Responsibilities include:• Liaison between customer, delivery carriers and Serena & Lily distribution Centers• Develop customer relationships with top purchasers to ensure brand loyalty • Resource and subject matter on operational and shipping procedures• Expert in core systems and technologies including NetSuite, Zendesk, and Excel• Develop and maintain project plan, performance analytics for weekly reporting to management -
Senior Customer Experience ManagerEmc Mar 2013 - Nov 2013Pleasanton, CaliforniaWorked with Chief Customer Officer on the management of customer experience initiatives to improve customer loyalty:• Key business partner in customer loyalty and competitive survey design, implementation and analysis. Distilled results to present to senior leadership, providing critical feedback for operational improvements.• Facilitated closed-loop communication process with unhappy customers to drive action plans and necessary follow-up to improve customer satisfaction.• Led in the inception and development of EMC’s Customer Advisory Board, including the recruitment of CIO’s from top global companies such as Fidelity, Volkswagen and Walt Disney. Managed meetings and workshops to support EMC’s strategic road map. -
Director Of Retention And Competition, California RegionComcast 2009 - Mar 2012Livermore, CaConceived and executed retention and marketing strategies for 2 million California customers in an industry with high churn and competition:• Led governance and execution of regional retention plans and playbooks, which included the identification, and quantification of the business objectives, plan design and rollout.• Implemented marketing campaigns to drive churn reduction including direct mail, outbound telemarketing and inbound response strategy.• Led alignment with Corporate, Division and Regional goals and objectives to drive incremental revenue.ACHIEVEMENTS: • 2% reduction in customer churn in 2011, yielding a $6 million benefit.• 25% year over year reduction of competitive disconnects. • Launched “Voice of the Customer” survey process – met corporate targets to drive customer satisfaction to 85%. Reduced volume of trouble calls by 38% year over year; saving the company $3 million in truck roll expense.
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Director Of Sales And MarketingComcast Jun 2003 - Sep 2009San Rafael, CaAREA DIRECTOR, SALES AND MARKETING (2003-2009)Led sales and marketing initiatives for video, high speed internet and telephone to a territory with 500,000 homes and 300,000 customers. Managed and developed 120 professionals across sales, marketing and customer service teams. Responsible for a $9 million annual sales and marketing budget.ACHIEVEMENTS: • Devised annual budgets and monthly forecasts – contributed to annual revenue growth of 12% and operating cash flow growth of 19%.• Online subscriber growth of 33% over 2 years, securing $2.2 million in reoccurring revenue.• Created and implemented call center programs and policies, resulting in 21% more saves for customers calling in to disconnect their services.
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Regional Vice President, Affiliate Sales, Western RegionA+E Networks Nov 1990 - Apr 2000Los Angeles, Ca/Denver, CoResponsible for affiliate sales and account management for a 16-state region comprised of 17 million subscribers and 1500 cable systems:• Managed an 8 person sales staff in multiple locations. Responsible for preparing and meeting regional sales plans and budgets for marketing and operations.• Opened and staffed new affiliate sales office in Denver to serve as primary contact for major cable TV operators (MSOs) headquartered in Denver.• Designed and implemented marketing activities including regional events, promotions, co-operative marketing programs, in addition to meeting with advertisers and their agencies.• Coordinated and executed training programs for local advertising sales efforts.ACHIEVEMENTS: • Consistently achieved 100% sales goals. Top Sales Award 1997.
Susan Blum Skills
Susan Blum Education Details
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Political Science And Government
Frequently Asked Questions about Susan Blum
What company does Susan Blum work for?
Susan Blum works for Comcast
What is Susan Blum's role at the current company?
Susan Blum's current role is Customer Experience Leader at Comcast.
What is Susan Blum's email address?
Susan Blum's email address is su****@****rks.com
What schools did Susan Blum attend?
Susan Blum attended Pitzer College.
What are some of Susan Blum's interests?
Susan Blum has interest in Pet Pal Volunteer, Marin Humane Society.
What skills is Susan Blum known for?
Susan Blum has skills like Customer Retention, Customer Satisfaction, Leadership, Marketing Strategy, Strategy, Strategic Partnerships, Cross Functional Team Leadership, Sales Operations, Customer Experience, Call Center, Business Strategy, Direct Sales.
Who are Susan Blum's colleagues?
Susan Blum's colleagues are Allen Spector, K Bhanu Prakash, Wayne Martin, Karthik Kumar, Corey Esget, Joseph Vu, Chris Behm.
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Susan Blum
Greater Chicago Area4me.com, texturacorp.com, melinta.com, texturacorp.com4 +120362XXXXX
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3nd.edu, nd.edu, nd.edu2 +157428XXXXX
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