Professional Summary

As a dynamic and results-oriented leader, I am dedicated to achieving operational excellence, enhancing customer experiences, and ensuring compliance with corporate and regulatory policies. Leveraging dual master's degrees and 20 years of experience in the telecommunications industry, I have a deep understanding of business administration, customer service strategy, and team leadership. I thrive in fast-paced environments, managing complex customer service operations and optimizing workflows to improve efficiency and service delivery.

Accomplishments

· Served as an Interim Supervisor, managing project operations, team training, and process improvements to enhance productivity and compliance.

· Developed an Onboarding Power App, reducing onboarding time by 30% and improving compliance tracking accuracy by 25%, ensuring seamless training integration for new hires.

· Created a VBA-driven Special Projects Template, cutting project tracking errors by 40% and reducing time spent on manual reporting by 50%, leading to faster, data-driven decision-making.

Skills

· Team Training & Leadership Development

· Workflow Optimization & Process Automation

· Operational Standards Compliance

· Employee Engagement & Performance Monitoring

· Customer Experience Strategy & Service Optimization

· Data-Driven Decision-Making & Problem-Solving

· Excel (VBA, Data Analysis) & Power Apps

· Process Improvement & Performance Optimization

Work History

Tech 3 (Technical Engineering Support), 08/2017 to Present

Comcast – Virtual Location, WA

· Evaluated existing procedures and made proactive adjustments to meet changing demands.

· Fostered a positive and performance-oriented culture by training individuals in a one-on-one environment.

· Demonstrated effective time management by completing special projects for supervisors while still meeting or exceeding production goals.

· Directed daily operations in supervisor’s absence, proactively resolving issues, guiding team members, and ensuring uninterrupted service delivery with 100% workflow continuity.

Interim Supervisor Modified Duty Assignment Program (Technical Engineering Support),

01/2023 to 04/2023

Comcast – Virtual Location, WA

· Onboarded and trained 11 Project Orange technicians from across the West Division and ensured they had the equipment, software, and accesses necessary to perform their duties.

· Led bi-weekly team meetings to reinforce team cohesion, align strategic objectives, and improve operational consistency, resulting in a 10% increase in team efficiency.

· Authored the Program Enrollment Guide for the MDA program, clarifying participation requirements, defining work scope, and reducing onboarding confusion by ensuring a structured process.

Customer Experience Expert (Tech Central Repair), 12/2014 to 08/2017

Comcast – Lynnwood, WA

· Used Einstein, CSG, and X-Ray to provide appropriate solutions to frontline agents.

· Provided advanced/tier 2 equipment and billing support requests across multiple chat windows while maintaining a steady flow of customer calls to ensure short hold times.

· Supported Spanish speaking customers.

Education

Master of Science in Management and Leadership (2023)

Western Governors University

Master of Business Administration (2022)

Western Governors University

Certifications

Exploring Leadership Learning Journey – 09/2019

Languages

Spanish: - Full Professional