Leadership Experience
Comcast Corp
Field Operations Manager
San Francisco Bay Area (2005 – Present)
- Ensured operations are aligned with Comcast’s Credo, goals, vision and values.
- Responsible for implementation, delivery and attainment of metrics such as reduction in repeat truck rolls, reducing backlog, increased completion rates, increased response time, reducing amount of missed appointments, increased completed work orders within predetermined period.
- Knowledgeable in collective barraging agreements, and union avoidance in the work place.
- Directly responsible for Comcast Business services installation and repair.
- Manage technical operations staff responsible for day-to-day commercial business activities to include but not limited to site surveys, construction bids for plant extensions, installation of all Broadband products, and 24/7 field support for all services.
- Implements business improvement plan, including customer satisfaction and customer retention strategies.
President of Media and Application development
Expanded Possibilities Inc – Pacifica, Ca (2006 – Present)
- Organized and engaged in efforts to develop independent media for local event planners.
- Sourced and hired a small team of developers and graphic designers for support of Party Wire website and mobile application.
- Strategically created new and improved marketing tactics by utilizing new social media tools such as Facebook, twitter, meetup, and my circle.
- Responsible for creation, implementation, testing, and user adoption of a new mobile application and website to support the operations of social community events.
West Bay Dispatch / Resource Supervisor
Comcast – San Francisco, Ca (2004- 2005)
- Directly responsible for quota management, routing, dispatch, customer commitment, same day go backs, network maintenance, outages, and check in / cash window.
- Skilled in performance management, coaching and motivating team members, establishing high standards and managing diversity.
BSAC / LMC, Maintenance and Repair Supervisor
Comcast – Pittsburg, Ca (2001- 2004)
- Responsible for all Bay Area outages across 3 products of service.
- Coordination of re-build/Construction activity in 5 Bay Area markets.
- Established new Dispatch procedures and maintained Technical Support, which expanded customer service offerings and created a world-class organization.
- Managed escalations from both Network dispatch and Telephony Technical Support to ensure resolution within company directed guidelines.
Technical Support Supervisor
AT&T Broadband – (Concord, CA) (2000– 2001)
- Performed employee evaluations, scheduled continued training and assisted with career and technical development.
- Supervised all daily support operations, including opening and closing of trouble tickets, implemented and maintained policies and procedures, ensuring compliance with internal customers, and conflict resolution.
- Developed and implemented processes, which provided a new, high-tech, local service.
Service and Fulfillment Technician
TCI Cablevision- (Fremont, CA) (1998–2000)
- Service and Repair Technician. Completed installations and education of Broadband products.
- Lead Service Technician for Cable Services. Included Q/C of installation routes, recovering irate customers and custom installs.
- Certified Data Technician. Installation of high-speed data including cable modem and PC/MAC configuration.