Wendy Mizutani Email & Phone Number

Greater Minneapolis-St. Paul Area

Minneapolis, Minnesota, United States

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Strategic and operational leadership of a 400 seat Call Center. Accountable for performance results in key metrics, including First Call Resolution, Quality, Revenue and RGU Retained, and Transitional Sales. Responsible for developing a strong employee culture, focused on frontline and leadership development and accountability.

Greater Seattle Area

Responsible for the operation and profit and loss of a 230 seat Call Center, dedicated to providing outstanding Repair service to customers across 7 West Division Regions.

Greater Seattle Area

Identify and standardize business processes to improve the customer and employee experience. Implement new products, projects and processes across 4 sites and 1,800 Customer Account Executives. Identify opportunities to optimize business performance across key metrics including Transitional Sales Rate, First Call Resolution, Avoidable Truck Rolls, and Productivity. Lead the Quality Leaders, Implementation Managers and Sales Coach for Comcast’s West Division Repair Center of Excellence. Develop and maintain outstanding cross-functional relationships and partnerships

San Francisco Bay Area

Leadership of a 230 employee Call Center dedicated to providing Repair support to customers in the California Region.

Sacramento, California Area

Launched and developed a team of 220 advanced service Repair agents. Served as a resource for leaders across the Region during and after the transition of the Customer Care organization in California to a Center of Excellence model. As part of a cross-functional team of leaders, developed, designed and implemented 18 standard methods and procedures (“One CA Playbook”) for operations. Served as Interim Workforce (ROC) Manager leading team through transition and supporting forecasting, planning, real time adherence, telecom and vendor management.

Sacramento, California Area

Developed and implemented internal Call Center communications strategy to meet the needs of over 500 Call Center employees. Oversee the content of all online knowledge tools (The Source and Casper) and Comcast.com. Work in partnership with the Senior Leadership team to drive key strategic initiatives. Develop key messaging for vital company initiatives and changes. Publish weekly Supervisor Huddle Topics and monthly Employee Newsletter. Serve as primary point of contact for other Comcast departments to ensure their messages are communicated to the Call Center effectively.

Sacramento, California Area

Responsible for the day-to-day operations and leadership of a team of Supervisors and frontline Customer Service Representatives.

Vancouver, Washington

Managed team of 7 Customer Care Supervisors and over 100 Customer Service Representatives. Responsible for day-to-day operations of the Contact Center, including phone statistics, quality scores, and sales performance. Developed and launched nationally recognized Retention Team. Mentored Supervisors who later became the next generation of Charter Managers and Directors. Part of the team responsible for leading the Vancouver Contact Center to #1 performance in 12 out of 14 months versus other Charter Contact Centers.

Sacramento, California Area

Primary resource for Office Managers regarding Charter customer care policies and procedures. Resolved customer escalations over the telephone, via e-mail and through written correspondence by working closely with customers, system managers, and Regional and Corporate offices. Implemented mystery call program and customer service training. Conducted corporate culture and product training. Participated on Corporate Implementation Team for development of Regional Contact Centers. Conducted review and audit of system cash management, collections, and CSR recruiting procedures. Managed billing system conversions as necessary.

Master'S Degree, Leadership

Bachelor Of Arts - Ba, Diplomacy And World Affairs

Activities and Societies: Graduated Magna Cum Laude and with departmental honors / Phi Beta Kappa / Women's Varsity Water Polo