Drew Marshall
Researcher at Hydrate Labs- Claim this Profile
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Arabic -
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Bio
Credentials
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The Key to Good Communication: Your Audience
LinkedInSep, 2019- Oct, 2024
Experience
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Hydrate Labs
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Media Production
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1 - 100 Employee
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Researcher
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Mar 2021 - Present
Blockchain adoption researcher. Specializes in beta testing and application of emerging blockchain technology from a UI & UX perspective. Blockchain adoption researcher. Specializes in beta testing and application of emerging blockchain technology from a UI & UX perspective.
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Comcast
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United States
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Telecommunications
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700 & Above Employee
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Regulatory Escalations Supervisor
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Aug 2019 - Mar 2021
Supervises a team of case managers who deal with Regulatory escalations from the BBB, PUC, BPU, FCC, AG. Works closely with Corporate Headquarter's Regulatory compliance management team to ensure deadline adherence and case resolution. Conducts regular process improvement focus groups, analyzes trends, and manages Net Promoter Score elevation projects to improve both the internal and external customer experience and reduce escalations. Coaches to optimal performance, emotional intelligence & consistency, ownership, and development of leadership qualities. Coordinates Net Promoter Score engagement strategy for the Freedom Escalations department to build a team of engaged promoters and leaders. Show less
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Project and Corporate Escalations Supervisor
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Apr 2015 - Aug 2019
Supervises an individual team of 10 highly tenured customer service agents. Provides operational management support for department of 60 agents. 80% of our manpower is devoted to assisting customers who have requested contact with Comcast's Corporate office and Comcast's management team. Customer inquiries cover all sides of the business including sales & retention, billing disputes, advanced troubleshooting, regular field operations and specialty requests such as maintenance and construction. 20% of our manpower is devoted to all 4 stages of Project Management, and many of these projects & process improvement initiatives increasingly begin within the newly deployed Net Promoter Score system. Examples of my own special project involvement include technical editing of regional employee facing communications & knowledge base platforms, process analysis of top escalation driving & cost impacting business procedures, and work environment & procedural improvements based on employee engagement and NPS surveys. In the last few years, I have increasingly been consulted by other departments on the initiation & planning of various projects, training programs and NPS elevations.Our team is the largest branch of Comcast's Corporate customer service office, serving the Greater Philadelphia area, New Jersey and Northern Delaware. Show less
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Project Sentinel - De-escalation Training
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Feb 2013 - Mar 2015
Project: Delivered 200 training classes covering tips on how to avoid escalated calls. Effort was to boost morale, empower agents to take ownership of calls with talking points provided by seasoned escalations agents, and gain critical feedback from teams in order to improve processes and identify coaching opportunities. This effort was credited with contributing to a 15% reduction in escalated calls year-over-year. Training completed in 2 waves, the first training deck being generic and the second catering to each individual skillset with custom scenarios based on recent call volume. Agents surveyed provided 98% approval rating. Show less
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Project Fulcrum: Partner Support
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Feb 2013 - Feb 2014
Project: Designs training modules for Billing, Cable, Internet, and Phone troubleshooting. Designed timed scenarios for troubleshooting, ticket entry and sales to ensure lower call handle time and faster accuracy on phone calls.Traveled globally to launch new call centers for Freedom region. 8 previous launches - Makati and Antipolo Phillippines, Laredo Texas. Functioned as point of contact for 2 companies in the Philippines. Partner companies competed in October 2013 in a "battle royale" for the best performance, and were broken into 2 categories based on time serving the company. Both companies I monitored received the top scores in the battle royale, where key KPIs were measured including customer satisfaction, repeats, call handle time and sales.Monitor Vendor Quality mailbox for emergency escalations. Process coachings for entire region, mostly concentrated on vendors. Data analysis of trends like invalid transfers, invalid addition of LOBs, invalid package + collections arrangements, CAE escalation history. Show less
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Escalations Specialist
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May 2011 - Feb 2013
Fielded escalations, including manager calls, for Freedom Region. 1 on 1 mentoring and training with new representatives.
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Customer Account Executive, Advanced Products (Internet, Phone)
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Mar 2009 - May 2011
Took OnePipe (Cable/Phone/CHSI) calls for Freedom Region. Project: Mentored team as AP / Sales specialist.Project: Assisted Tier II escalations as an agent October 2010 - March 2011
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Delaware Technical & Community College
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United States
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Higher Education
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400 - 500 Employee
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Arabic Linguist
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Mar 2008 - Nov 2011
Adapted the curriculum of 2 reputable beginner’s Arabic textbooks to create 4 new language courses. Monitored and augmented the progress of a diverse group of over 100 students. Offered free tutoring for students during the week to enhance their knowledge. Focused on listening skills, conversation, and learning to write/recognize Arabic text. Adapted the curriculum of 2 reputable beginner’s Arabic textbooks to create 4 new language courses. Monitored and augmented the progress of a diverse group of over 100 students. Offered free tutoring for students during the week to enhance their knowledge. Focused on listening skills, conversation, and learning to write/recognize Arabic text.
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Education
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2002 - 2008
University of Delaware
International Relations, Middle/Near Eastern and Semitic Languages, Literatures, and Linguistics
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