Professional Summary

As a collaborative and transformational leader, I intend to inspire and empower individuals, foster a culture of excellence, and contribute to the achievement of strategic objectives. Leveraging dual master's degrees and 20 years of experience in the telecommunications industry, I bring knowledge and experience to contribute to the success of the organization. With a comprehensive understanding of business administration and leadership principles, I am well-equipped to lead projects and cross-functional teams.

Accomplishments

• Top-ranked West Division Technical Engineering Support (TES) technician for fiscal year 2022 for overall time to engage and meeting or exceeding the most monthly metrics.

• Created and developed the MDA project log to track individual start and end dates, doctor appointments, and software permissions for ease of reporting.

• Created and developed the Needle macro to facilitate a uniform presentation of data from Haystack to escalate tickets to a higher tier in the organization.

• Created and developed the TES macro to provide technicians on the blue and orange teams with a simple visual of data from Tupelo showing potential outages, while filtering bulk accounts for the dialer.

Skills

• Team Training and Mentoring • Administration • Standards Compliance • Attendance Management • Problem Solving • Analytical Thinking • Microsoft Office Suite • Quantitative Data Interpretation

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.

• Frequent Point of Contact in the absence of supervisors to ensure activities operated smoothly by assisting individuals and encouraging focus on team objectives.

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.

• Facilitated bi-weekly team meetings to ensure consistency of operations and maintain team cohesion.

• Created the Program Enrollment Guide for the MDA program, clarifying the requirements for program participation and the scope of the work to be performed.

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

Western Governors University

2023

Master of Business Administration

Western Governors University

2022

Affiliations

Washington Unidos ERG - Board Member and Professional Development Co-Lead

Contributed to the enhancement of employees' abilities, performance, and overall efficacy by providing feedback from simulated interviews, analyzing resumes, and sharing best practices prior to, during, and after the interview. Assisted with the curation of a collection of instructional videos that will aid in the growth and development of employees.

Certifications

Exploring Leadership Learning Journey – 09/2019

Languages

Spanish - Full Professional