The major achievements from my career at Comcast, grouped by the kind of problem solved. Every number here is one I can walk through in an interview.
Contributed to a regional effort that cut service-visit truck rolls by 36% through process changes, KPI focus, tool and material usage, and coaching. $2.2M of the savings is recurring each year and tied directly to KPI changes.
Built the business case and ROI assessment for a regional workforce change. The result was 11% fewer canceled appointments and 4% higher productivity.
Led a cross-functional improvement initiative that reduced calls for targeted recurring issues, improving self-service and removing avoidable customer contacts.
Helped lead the region to finish the year ranked #1 among Comcast regions for tNPS, holding first place outright in seven of those months, while raising frontline productivity 4%.
Consolidated nine conflicting reports into one standard with BI, then built a leadership accountability process around analyzing results, setting commitments and tracking progress. First-Time-Right rose to top three in the nation and the reporting scaled to national use.
Raised customer satisfaction ten points across my management areas while increasing employee progression achievement by 13%.
Took two underperforming management areas from the bottom of the regional rankings to consistent top-three performers, leading 101 technicians and 8 supervisors with full ownership of recruiting, training, safety, compliance and budget.
Created the Tech & Network Excellence program, scaling performance standards across the region, and built a leader onboarding program with training curricula and playbooks that were adopted at division level.
Owned myPerformance, Comcast's employee coaching and performance platform, across six years and four rollouts: discovery, UAT, pilot and beta testing, training and releases for Customer Care, frontline technicians, Network and Construction.
Built an automated KPI dashboard with Claude, Copilot and ChatGPT that flags missed targets and month-over-month trends, shifting leaders' time from building reports to coaching and results. That is an estimated 536–804 leadership hours a month.
Designed the reporting, analytics and performance systems behind national standards for First-Time-Right, tool usage and tNPS, wrote 20+ SOPs, and built three SharePoint portals later folded into the enterprise platform.
I can walk through the starting point, what I changed and how the result was measured for every item on this page.