• Oversees a team of 8 Representatives responsible for reviewing order accuracy and customer interactions.o Coach agents to meet, exceed and maintain department scorecard metrics.o Motivates team to continuously add value individually and via the team within the ever-changing department/company goals. Introduced agent trend reporting to provide usable and concise data for management.o Mentored 4 direct reporting representatives to add additional skills and functions to role and they were subsequently promoted within the company. o Motivates others to see individual contributions as integral part of the ongoing overall goal• Provide data with key insights to increase efficiencies impacting order connects/installs.• Reviews errors impacting order flow from Pre-install to Install. o Prepares daily, weekly, and monthly trend reports to mitigate behavior, o Identifies process gaps to reduce Day of Job failures.• Responsible for ensuring end user readiness for an array of processes involving employee tools, • Defines, documents, and publishes end user content for Sales and Sales Support Operations:o Created/Modifies and maintains over 100 end to end user documents• Maintains internal communication channels via Salesforce Chatter and BSC Communications Library, • Works with cross-functional teams from all divisions to understand current opportunities and challenges. o Established and leads weekly meetings with Sales leadership to align job impacts: Reduced reject rate from 24 to 21 percent over 1st 90 days. Current (2023 1st and 2nd quarter) reject rate averages 15-17 percent.• Strategic influencer across cross-functional teams to drive solutions to meet department and company goals. • eNPS Ambassador:o Consistently delivers 100 percent team participation. o Over 80 percent of surveys delivering 100 percent in Motivation.

I motivate others to recognize their individual role as an integral part of the whole.

Oversaw the deployment and implementation of processes and products. Created end to end process implementation and content development; Collaborated with cross – functional teams within and outside of BSC. Provided support for ongoing process and product knowledge; Proactively identified gaps within the process flow and worked to create efficiencies where needed. Served as primary liaison between Marketing and MIS to resolve order impacting issues.

Worked closely with Implementation Manager to present product and process rollouts in clear and concise formats; Rollouts: , Xcelerate Internet, D150, Business Wi-Fi (Xfinity and BWG), New Video Tiers, Cancellation/ Reschedule Pilot, CSG Biller standardization.Organized and presented activities that reinforced order management guidelines; ensured compliance on processes and procedures for efficient order management. Administered New Hire training classes; facilitated nesting for new hires as they transitioned from training environment to live role environment.

Responsible for order processing from sales group; reviewed all documents associated with the order to ensure compliance with applicable promotions and pricing. Verified order accuracy and made contact with customer to schedule and confirm services. Identified order fallouts to facilitate resolutions; Took appropriate actions to resolve, prevent /minimize negative customer impact; Coached BSS representatives on processing within guidelines to prevent unnecessary fallouts; Monitored fallouts to make sure there were no preventable patterns.

Responsible for taking inbound sales calls from small to medium business customers. Promoted bundled Comcast Business products; Generated sales leads from interested prospects, maintained, and built customer relationships.Initiated sales and upgrades of all products. Maintained and reconciled customer account records; Information provider for services and product inquiries

Provided high level rapport with customers to build positive customer relations; Provided problem resolution through troubleshooting and customer education; Technical support specialist for video, high speed data and telephony products and services; Initiated sales and upgrades of all products. Maintained and reconciled customer account records; Information provider for services and product inquiries.Selected Achievements:* Over 30 awards for outstanding customer service* Top Sales Performer throughout tenure* Consistently met and exceeded all quotas and sales goals* Selected to assist with new hire training