Ted Downey Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Philadelphia, Pa, Us

Responsible for participating in the development of short & long-term product sales/sales support strategy for Comcast Business. Oversees and manages the activities of complex sales/sales support functions of the National Indirect Sales Channel. Implements tactical plans to ensure the success of Comcast Business' Product Sales programs via indirect sales partners. Monitors the progress of sales; maintains records & provides reports to senior Management. Manages 3 very dynamic teams with about 30-40 employees in a highly diverse environment.

Philadelphia, Pa, Us

Responsible for overseeing the day-to-day functions of the West Division Comcast Business Complex Order Management team. Prioritized team workload to ensure that sales orders are processed and installed in a timely and accurate manor. Ensured Order Management team worked with internal and external customers for a positive customer experience. Customarily and regularly directed the work of team members. Provided team leadership, coaching and guidance to achieve a wide range of sales, service and operational business goals. Served as a point of contact/liaison for divisional & regional sales leadership on order management issues.

El Segundo, Ca, Us

Developed and executed an organizational change approach for the Customer Experience deployment within several DIRECTV owned & operated Customer Care Centers. I helped create an environment that promoted continuous improvement, increased operating model consistency, reduced agent pain points, and empowered employees to enhance the value of the service we provided to customers. Partnered with Customer Care leadership and our team of change agents using a defined methodology, including sponsorship, communications, training, reinforcement and resistance management.

El Segundo, Ca, Us

Coached and developed direct reports in all areas of performance including but not limited to quality, quantity, productivity and attendance. Monitored individual calls and provided feedback regarding quality and call handle time. Conducted monthly and annual performance evaluations for direct reports. Responsible for managing team and individual schedule adherence and attendance. Responsible for communicating policy updates and company information through team meetings and pre-shift briefings. Handled escalated customer issues and worked directly with customers to bring about resolution. Managed employee issues regarding attendance, performance, behavior, and delivered appropriate disciplinary action as needed.

Manager of a regional sales office, responsible for developing and expanding marketplace through in-depth sales and marketing to both existing customer base and new prospective leads. Managed day-to-day operational requirements of the Branch Office such as inventory management, shipping/receiving, logistics, reporting and training. Worked intimately with assigned sales team to coordinate an outbound call campaign for assigned territories. Provided excellent customer service required for ongoing customer satisfaction.

Ramsey, Nj, Us

Serviced and developed 100-110 Mid-Market Accounts for Hudson/Bergen Counties in New Jersey. Assured complete customer satisfaction through post-sell training and customer update meetings. Recommended the best document handling solutions based on analysis of client’s resources, utilization requirements and a thorough understanding of company’s past history and future plans for growth. Maintained and developed key account relationship’s for future account growth. Achieved 147% of revenue quota based on a monthly quota of $40,000

Hyannis, Massachusetts, Us

Supervised and coached 20-25 agents while coordinating 10-15 flights an hour. Ensured a fluid line of communication, collaboration, and follow-up within company departments and stations to make operations run smoothly. Mediated escalated situations & created solutions for customer complaints.