Melissa Mickens
Philadelphia,PA
Summary
An innovative and highly driven professional, with the ability to plan, develop, and consistently deliver on agreed project deadlines. A recognized talent for designing clear and concise reporting analysis to all stakeholders. Now seeking a new position that will utilize my skillset managing $336M in OpEx, compensation and 23+ years of analytical experience in both finance and business operations.
Overview
24
24
years of professional experience
Work History
Technical Product Manager
Comcast
Philadelphia, PA
03.2022 - Current
- Define and document Account Service Review(ASR) functional and non-functional requirements used by software teams.
- Collaborate with product team to recommended improvements and enhancements
digital platforms and its capabilities - Works with business partners and engineering leads to refine business requirements
- Collaborates with Software Engineers and Data Configuration Analysts to negotiate and define data solutions.
Sr. Analyst , Decisioning Strategy and Operations
Comcast
Philadelphia, PA
03.2021 - Current
- Define and document requirements for new and existing dotcom initiatives, to
leverage neXus decisioning platform - Partner with digital platform stakeholder to build new, or update existing,
recommendations to align with Xfinity roadmap, including, Plan Builder 2.0, Sales Center and Einstein 360 - Collaborate with product team to recommended improvements and enhancements
to the platform and its capabilities - Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Identified and resolved problems through root cause analysis and research.
- Documented procedures and business processes and shared information with appropriate stakeholders.
- Implemented ticket tracking system and worked with team to create customized system for improved tracking and logging of work issues.
- Manage the design for a reusable rules action framework to be used across
multiple decision engines - Mapped processes to holistically examine business flow and identify improvement opportunities.
- Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
- Develop roadmaps and vision for recommendation system implementation, prioritizing requirements, overseeing development of the implementation and coordinating with the end user community
Social Media Director
WICT
Baltimore
01.2020 - Current
- Created social media strategy and campaigns tied to event schedule
- Collaborated with events team to ensure alignment between events and social media messages
- Manage social media sites and upload relevant information to keep members engaged
- Monitor data analytics to understand drivers of high traffic vs low traffic to sites and implement changes
- Coach and develop other social media team members to operate platforms effectively.
Finance Analyst
Comcast Cable
05.2020 - 03.2021
- Generate & execute on a budget of +$336M while focusing on accuracy and business partnerships
- Maintain and manage monthly accrual reports, which are used to establish budgets and assist Finance team with forecasting and close analysis
- Partner with operation leaders to manage and reduce Overtime (OT) expenses monthly $1.2M
- Produce reporting to identify and manage outliers to increase customer satisfaction and tNPS
- Evaluate existing construction survey processes and implement changes to improve turnaround times
- Communicate with Senior Leadership to strategize improving Service Call Time to Fix
- Develop benchmarking reports to measure return on investment and share findings with Leadership
- Communicate and collaborate with multiple departments and stakeholders to drive P&L success and customer experience enhancements.
Analyst 2, Business Support & Analytics
Comcast Cable
05.2013 - 05.2020
- Collaborated with Senior Leadership to identify business opportunities and suggest new tactics to achieve goals
- Evaluated incentive compensation to ensure payout qualifications were achieved
- Created monthly incentive reports to manage the budget of $10K while eliminating overspend
- Implemented new policies and procedures to improve efficiency and eliminate bottlenecks
- Managed billing tools such as Order Lab, CSG, My Account and Salesforce acting as support to DSR team members
- Oversaw the launch of DocuSign for residential DSRs (+300 employees) enabling more coaching and development
- Supervised Automated Incentive tool for all Lines of Business reducing the number of uncollected tax forms by 90%
- Processed over $500K in commission earnings for +400 DSR members biweekly ahead of deadlines
- Monitored the team's progress, identify shortcomings, and purpose improvements through regular audits
- Evaluated trending processes and performance to ensure team metrics are set to deliver on operational goals
- Developed a training curriculum for Direct Sales New Hires to define role requirements and commission structures.
Specialist 2, Product Sales Support
Comcast Cable
01.2011 - 01.2013
- Resolved ER Tickets through account research, exceeding our customer experience SLA
- Supported upper management by being the point person for sales representatives and supervisors’ inquiries
- Increased DSR Sales order completion rate 90% by monitoring order routes and communicating statuses with cross-functional departments
- Conducted validation of commission payouts via Info Quest to ensure compensation guidelines were being met
- Deciphered, analyzed, and maintained up to date records of representatives' work order agreements for audits
- Reviewed customer quotes and returned reports, creating weekly summaries for product teams
- Performed site evaluations, customer surveys, and team audits to ensure compliance with company policies.
Xfinity Store Lead
Comcast Cable
01.2001 - 01.2011
- Supervised and coached 5-7 front counter representatives
- Trained and developed account executives on proper data entry methods
- Analyzed billing system to maintain data accuracy and provided feedback to improve efficiencies
- Escalated system problems to data center for resolution to reduce order entry timeframes
- Collaborated closely with team members to deliver project requirements, develop solutions, and meet deadlines
- Created agendas and communication materials for team meetings
- Improved customer satisfaction by finding creative solutions to escalations
- Initiated and developed payroll cash out procedure.
Education
Master of Science - Information Technology, Internet, and Web design
Wilmington University
Bachelor of Science - Information Resource Management
Wilmington University
Associates Degree - Management Information Systems
Delaware Technical Community College
Skills
- Accrual & Forecasting
- Exploratory Research
- HTML, CSS, JavaScript
- Text analytics/natural language
- CSG/Comtrac/CableData
- Tableau, SDLC, Bootstrap
- Project Management
- ERP Validations
- SQL, Salesforce, CRM
- Database Management
- Web & Internet Design
- Audit & Budget Mgmt
Timeline
Technical Product Manager
Comcast
03.2022 - Current
Sr. Analyst , Decisioning Strategy and Operations
Comcast
03.2021 - Current
Finance Analyst
Comcast Cable
05.2020 - 03.2021
Social Media Director
WICT
01.2020 - Current
Analyst 2, Business Support & Analytics
Comcast Cable
05.2013 - 05.2020
Specialist 2, Product Sales Support
Comcast Cable
01.2011 - 01.2013
Xfinity Store Lead
Comcast Cable
01.2001 - 01.2011
Master of Science - Information Technology, Internet, and Web design
Wilmington University
Bachelor of Science - Information Resource Management
Wilmington University
Associates Degree - Management Information Systems
Delaware Technical Community College
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