Comcast

Product Manager, Experience and Platform

Sr Analyst, XM Tool Operations

•	Led the department and served as point of contact through various launches/projects such as NextGen, 5G rollout, and other major changes. 
•	Used strong leadership skills to help employees achieve maximum growth and have consistently received (90+) and strong MyVoice results (100%). 
•	Have collaborated cross functionally with the Tools Teams, Sales, Care, Business Intelligence and various teams for major projects and process improvements. 
•	POC for senior and executive leaders. 
•	Utilized Microsoft 365, Teams, Project, and Planner to efficiently delegate and manage resources and ensure best results for projects. 
•	Have regularly pulled data and conducted in depth analysis to identify gaps and develop action plans for business needs.

Customer Experience Strategy & Operations Supervisor

•	Exceeded expectations when assisting internal agents via chat, email, and calls. 
•	Took the initiative to run performance reports and analyze data in order to find areas of opportunity for agents reaching out to our team. 
•	Developed and delivered trainings for new and tenured agents to help lower the amount of invalid interactions opened by agents. 
•	Led and participated in various leadership activities such as Spirit Committees, Floor support, and meetings with managers for strategy and department alignment.

CAE4, Help Desk (ESCALATION)

Team-oriented and well-organized individual looking to further my career. Hardworking, self-sufficient, results-oriented professional. Passionate about developing my team, helping them achieve their goals while exceeding expectations.

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