Summary
Overview
Work History
Skills
Accomplishments
References
Timeline
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Candace Browman

Hudson,WI

Summary

Energetic professional successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to the company's success.

Overview

23
23
years of professional experience

Work History

Onboarding Supervisor | Comcast | April 2023 - Pre

Comcast
04.2024 - Current
  • Successfully lead and mentor a team of 20+ new hires.
  • Provide ongoing coaching and support to maximize new hire performance and success.
  • Aspire to create a positive and engaging onboarding experience that helps to produce a positive work environment, and a desire to be part of the team.

Customer Service Strategy & Operations Supervisor

Comcast
02.2022 - 04.2023
  • Led a team of 10+ coaches, helping new hires learn the ropes and grow within their roles.
  • Developed and implemented training programs that helped boost employee skills and knowledge.
  • Led several key projects that significantly improved how our frontline teams serve customers.
  • Worked closely with HR, training, and operations to ensure that training programs were high quality.
  • Improved employee retention by tracking key performance indicators and adjusting as needed.
  • Worked to create an inclusive environment for everyone by instituting DEI strategies to ensure all new hires felt welcome and valued.

Loyalty Operations Supervisor

Comcast
10.2012 - 02.2022
  • Mentored teams of 10 to 15 representatives, helping them master customer service, sales skills, and how to handle tough calls.
  • Worked closely with my teams to help them reach their goals and improve how to handle tough calls while also having a strong focus on ensuring our customers had a positive experience.
  • Improved our workflow by implementing new systems and procedures, which made things easier for everyone.
  • Managed employee attendance and payroll, ensuring everything ran smoothly on the administrative side.
  • Taught the importance of tracking key metrics, and how to use that data to identify areas for improvement. This collaborative approach helped optimize performance and achieve goals.

Performance Manger/Team Lead

IPacesetters
04.2002 - 08.2012
  • Responsible for overseeing all aspects of the call center operations.
  • Successfully oversaw projects that helped us exceed our goals.
  • Mentored both new and experienced sales agents, helping them reach their full potential.
  • Provided regular coaching and feedback, ensuring that everyone stayed on track.
  • Handled daily attendance and other administrative tasks to keep things running smoothly.
  • As a Team Lead, I assisted agents with any questions and provided them with the necessary tools and support.
  • Successfully led sales campaigns that resulted in high sales volumes and customer satisfaction.
  • I started as a tele-serve agent, selling products and services for companies including Time Warner, Comcast, and Charter Communications. These valuable experiences gave me a deep understanding of the customer experience from the ground up.

Skills

Client Satisfaction Optimization

High-Impact Team Building

Employee Engagement Strategies

Leadership and Team Management

Effective Strategic Communication

Creative Problem-Solving

Diversity Advocate

Employee Onboarding Coordination

Leadership Coaching

Effective Training Program Development

Accomplishments

-Consecutively achieved Comcast Elite status in 2017 and 2018, demonstrating exceptional performance and exceeding business goals.

-Recognized as a top performer with Comcast's prestigious Loyalty's PEAK award in 2019, acknowledging outstanding contributions to customer retention and loyalty

-Honored with the Q1 Employee Excellence award in 2022 for demonstrating exceptional leadership, dedication, and a strong commitment to achieving organizational goals.

-Actively served as a dedicated board member for the National Association for Multi-ethnicity in Communications, contributing to advancing diversity and inclusion within the media industry.

-Co-Led and served as National Liaison for Comcast's Employee Resource Group, fostering a supportive and inclusive environment.

References

Ryan Fugleberg
Director Of Operations 

651-528-9568

Angie Tegeler
Talent Accusation Manager
952-846-8550

Timeline

Onboarding Supervisor | Comcast | April 2023 - Pre

Comcast
04.2024 - Current

Customer Service Strategy & Operations Supervisor

Comcast
02.2022 - 04.2023

Loyalty Operations Supervisor

Comcast
10.2012 - 02.2022

Performance Manger/Team Lead

IPacesetters
04.2002 - 08.2012

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Candace Browman