Comcast Evaluation

My career has been centered on technology starting at the age of 15 at CompUSA. I spent seven year in the organization until they were liquidated due to exceptionally poor financial management and a lack of brand unity. During this time I was heavily investing in school and other facets of life, so I only climbed a few levels to become a supervisor. Since the closure, I have been with Comcast building my career as a leader in this organization. I have held numerous positions in my seven years with Comcast, most recently promoted to Operations Manager in a new organization called the Billing Center of Excellence in January of 2013. My two peers and I operate a 360 seat contact center in St. Paul which handles roughly 13,000 customer relationships

daily. This position includes a large number of responsibilities but my focus in the past year has been to adapt our workplace to out multi-generational through the use of enhanced technologies and culture development, along with continually working to re-invent our customer’s experience.

My leadership team at Comcast has also encouraged me to develop my skillsets through professional memberships. I am currently a member of NAMIC (National Association for Multi-Ethnicity in Communications) and WITC (Women in Cable Telecommunications). Both of these organizations facilitate events and training that increase its member’s knowledge in and ability to demonstrate diversity competence.

My position and actions have repeatedly driving Comcast’s actions.

As a leader in the West Divisions customer care team, we are asked to frequently participate in large projects that directly impact our customer or employee experience. A few examples include an internal communication system I developed that allows real-time data about our center, any important news, and internal communications to be broadcast throughout our facility. The system is fully dynamic, meaning no human interaction is needed as the system will update with new information as it becomes available through a number of sources. This system is now recognized as the company standard and I have been asked to assist in its deployment across multiple contact centers. My peers and I also work with our national teams on subjects as large as our promotional strategies down to the smallest detail of our operation such as the frequency of break room cleaning. Our influence is large but, like with most large corporations, movement can be slow. This is something we have been working to change, which I believe is our biggest triumphs. We have been advocates for expediting any changes that positively impact our customer or employee experience and in the last year have become the testing facility for most new employee initiatives. This has enabled me to have a much larger impact on our company’s behavior by providing my peers and I direct influence over future national programs and

policies.