Alight Solutions

Communication Implementation Consultant

Comcast

• Led the development and delivery of strategic employee communications programs for Comcast’s Central Division. Took a hands-on approach to leading, designing and transforming employee communications programs using a fit-for-purpose ecosystem of modern employee communication channels. Advised and collaborated with the Division President and Senior Leadership team and led a team of employee communications leaders and professionals.

• Provided guidance to executive leadership to assist with preparation for speaking engagements and delivered briefing documents, message guides, and talking points.

• Planned and executed live events hosted by the Division President and her executive leadership team, including town halls and all-hands meetings, driving employee engagement across all functions.

• Served as the executive sponsor for creating KPIs to gauge the impact of story and message types and timing, resulting in a 12.4% increase in the Unique Open Rate and a 5.6% increase in the Click to Open rate over two years.

•Led a Telly and Emmy award-winning internal creative services team offering production, post-production, and graphic design support for social media, quarterly all-hands meetings, fireside chats, and employee storytelling.

Vice President, Employee Communications

• Created a wide range of written communications, including executive messaging (speeches, presentations, and organizational announcements), strategic announcements, weekly newsletters, project team updates and announcements, and employee recognition.

• Had governing oversight of the internal editorial calendar, theming content and, where appropriate, aligned with external communication efforts to ensure consistency and alignment of messaging.

• Partnered with IT to continually evolve and develop a more current and robust intranet platform and Microsoft to create an innovative application within Microsoft Teams to enable well-timed delivery of messages instantly to employees.

Senior Director, Employee Communications

• Responsible for developing and implementing strategic communication and change management plans for national sales programs and events - aligning to Comcast's growth and go-to-market strategies, culture, values, and purpose.

• Established and tracked KPIs to show the impact of sales communications and teammate engagement, productivity, and organization performance.

• Led and developed a team of communication leaders and professionals; set goals and priorities that aligned with sales strategies and performance targets; measured and analyzed performance; drove team operations, culture, and outcomes.

Director, Sales Communications

• Forged strong relationships with HQ, Division, and Region revenue operations executives and field communication professionals to develop messaging and presentations for sales programs.

• Defined the change management process; determined initiatives that required change management and implemented change strategies as needed.

Senior Manager, Sales Communications

• Led the discovery, plan definition, design, development, delivery, communication, and reporting of learning and enablement solutions (technology, sales process, product offerings) to support the goals of the sales organization.

• Developed and maintained close relationships with Subject Matter Experts (SME) across all levels of the organization for alignment, management, and communication of program and project objectives, risks, and resolutions.

• Defined, handled, and reported on pre- and post-training activities, including train the trainer sessions, internal training sessions for the Sales enablement team, testing, certification, and coaching/reinforcement efforts supporting the sales team's development.

Senior Program Manager - Sales & Retention

Charter Communications

Managed all aspects of incentive compensation strategy for Charter’s fastest growing B2B business units covering sales and pre-sales for 11,000 sales and sales management teams and accountable for budget management.

• Conducted needs analysis with sales executives to determine gaps in selling strategies, plan objectives and scope, timeframes, resource requirements and potential constraints.

• Deployed incentive plan KPIs to develop reports detailing impact, win and close rates.

• Provided troubleshooting of system problems recommending solutions for integrations to support full automation of all sales incentive plans and rewards programs.

Program Manager of Sales Promotions

Identified, defined and implemented strategies to improve KPI performance for the Inbound Sales organization. Developed financial and operational objectives and ensured regional operational plans were aligned with business objectives.

Inbound Sales Manager - West Division

Evaluated daily and weekly sales and retention performance, sent reports to key stakeholders of identified trends; including strengths, opportunities, and tactics to improve. Developed and launched sales and retention workshops to increase sales and reduce customer churn.

Senior Sales and Retention Performance Specialist

Improved the performance of inbound front line sales employees from last place in the region to first, within one quarter. Techniques to improve team performance included goal setting, continuous feedback and coaching, quarterly reviews and performance management. Was awarded the Dare to Soar Top Revenue Supervisor for two consecutive quarters based on outstanding team performance.

Inbound Sales Supervisor

Conducted self-discovery based coaching sessions to improve the customer experience and drive First Call Resolution utilizing call recordings (NICE and Witness), side by side observations, and peer-to-peer feedback. Through the Customer Quality Experience (CQE) coaching model, identified the overall Moment of Truth (Below the Bar, Meets Expectations, or Exceeded Expectations) that was created by the representative for the customer during their interaction.

Customer Care Quality and Process Improvement Specialist

Provided billing and technical support as well as promoted and sold Comcast products and services based on a logical relationship to the customer's needs and interests. Acted as an ambassador for the business by delivering exceptional customer service by promptly answering customer inquiries, providing accurate information while troubleshooting and problem solving with new and existing customers.

Customer Representative

T-Mobile

Connected with customer via telephone to assist with a variety of customer inquiries and issues. Approached sales as a way of helping our customer receive the best value for their money. A service-oriented mindset, established and maintained effective relationships with customers.

Senior Representative in Customer Care

In business today, you must engage and create authentic, transparent connections at all levels of an organization. I am a strong, clear communicator who can simplify, visualize, and sell-in complex concepts using 'real talk' messaging, change management, and technology to bridge business strategy and field execution.

With over 12 years of experience, I am a perceptive and resourceful leader recognized for excellence, sound judgment, and the ability to gain front-line, cross-functional, and executive trust.

Specialties: communication, change management, content strategy and development, blended learning, active learning, project management, interactive/digital/new media, video production, workforce communications, executive communications, video, online, web, team leadership

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