Experience

The Protection Bureau

• United States
• Security and Investigations
• 1 - 100 Employee

• Client Care Manager

  • Jan 2021 - Present

  Handle customer service and sales related functions for Changeovers, Takeovers, and Additions for accounts. Proactively tend to existing client base to help minimize attrition. Strive to reduce attrition and enhance customer experience. Including finding alternatives to upgrading defunct systems at an affordable price using a loyalty-based discount program. Collect and research all details up to this point, meet with existing clients to go over their needs and/or issues and work with Engineering for best-design solution.Track and analyze attrition data and make recommendations as necessary.Discover new solutions to save potential terminations and minimize the financial impact with proper buy-out invoicing. Ensure proper processes exist regarding handling of terminations company-wide.Make survey calls for all Installation jobs and follow up on non-response Service ticket surveys.Audit activity levels in Sedona and create customer reach-out programs, as well as proactively identifying accounts in Sedona that should be reached out to for upgrades.Collaborate inter-departmentally to increase customer service level of success.Meet with prospective changeover and takeover clients to educate them about The Protection Bureau and the existing system(s), answer questions, take cursory look over system, prepare necessary contracts, process sale, assist in the coordination of work with assigned Project Manager and provide after-job completion support.Meet with existing clients requesting quotations for small-sized additions and upgrades. Perform needs analysis, prepare a proposal for addition(s) and/or upgrade work, process sale, assist with the coordination of work with assigned Project Manager and provide after-install support. Show less

• Manager of Business Process Effectivness

  • Jul 2018 - Jan 2021

  Established new expense tracking and processing policy and procedures allowing for visibility into company expenditureDeveloped and implemented paperless process allowing for more efficient and trackable procedures regarding client status changes Implemented automatic Service surveys tying customer satisfaction with NPS score.Oversaw project management of several large corporate integrated security installations.Supported analysis and design of existing and new business processes that span multiple functional areas (sales, operations, finance,), products, and customer types Completed assessments of business processes and documented each of the following areas: problem statements, process flows, gap analyses, and solution recommendations Developed solutions by investigating industry best practices, evaluated competitor processes, and proposed innovative new ideas Developed repeatable, and thus scalable, plans and processes in order to speed time to market and improve operational efficiency Created unique deliverables to help demonstrate complex concepts that can be used to drive cross functional senior leadership discussions Show less



Comcast Spotlight

• United States
• Advertising Services
• 700 & Above Employee

• Director of Enterprise Campaign Management

  • Aug 2016 - Aug 2018

  Created new Campaign Management team of 16 to be the fulfillment partner for Sales, Pricing and Planning, Corporate Marketing Business Operations and the Operations Centers of Excellence. Directed the day to day stewardship of the Media & Entertainment, Direct Response, and NCC360 sales teams campaign life cycles reaching the entire Comcast footprint across all platforms (Digital, VOD DAI, Linear, I-Guide, LSA) totaling over $500 Million dollars in annual budgeted revenue.Oversaw monitoring of Comcast Corporate marketing campaigns including In Kind PSA valued at over $900 million dollars.Team was first to steward NCC Tune In Campaigns across Comcast Footprint Managed and exceeded Per Inquiry annual budget of 2 million dollarsStewarded 3rd Party Direct Response orders (Cadent, Intermedia, ITN, Audience Xpress)Liaison between Sales and Enterprise Execution team. Show less

• Senior Traffic Manager- Eastern Division

  • Jul 2008 - Aug 2016

  Managed Local/Digital Traffic department of 46 coordinators, 7 supervisors and 3 managers handling over $230 million dollars in annual revenue covering 19 television markets including 4 of the top 10 Nielsen markets.Interim Manager of the Advanced Services team of 8 coordinators, one supervisor and one manager. (3/16-7/16Interim Manager of the New England Regional/National Traffic Team of 8 coordinators and one supervisor. (12/1/15 – 6/1/16).Served as Market Champion for New York (#1), Philadelphia/Wilkes-Barre (#4) and Harrisburg sales teams providing a highly effective communication link and partnership to the sales organization.Drove revenue growth by delivering programming and inventory updates to sales.Acted as Traffic point of contact during New England transition, Verizon 2.0 launch, New York Eclipse data transfer and RCN deployments.Assisted with testing of updates to Eclipse Traffic and Billing software prior to release.Developed and implemented plan to align Traffic teams by region.Planned annual goals and initiatives via Customer Care Playbook to provide better customer service to sales partners.Created Traffic Make Good program to save revenue and time for sales and sales support by decreasing make goods by 10%.Created Inventory Co-Management Report metrics system which resulted in a 20% increase in processed make goods which led to a 51% decrease in revenue loss. Report also created additional ways to measure Traffic Department workload.Established “Glass Strategy” which develops hiring pipeline for future candidates while curtailing a revenue loss to the business due to Traffic Coordinator churn.Developed and implemented plan creating uniform marketing allocations providing accurate inventory reads and reduction of revenue loss and manual scheduling time.Led plan to create a Sports Inventory Analysis tool which accurately tracks high profile events resulting in a reduction of oversell and revenue loss. Show less

• Traffic Operations Manager

  • Aug 2004 - Jul 2008

• Assistant Traffic Operations Manager

  • Jan 2001 - Jul 2004

• Traffic Operations Supervisor

  • Jan 2000 - Jan 2001

• Senior Traffic Coordinator

  • Jan 1997 - Jan 2000

• Affiliate Promotions Coordinator

  • Jan 1995 - Aug 1997