Vanessa Fitzsimmons
Comcast
Tucson,AZ
18
years of professional experience
Detail-oriented and resourceful Customer Experience Professional with 10+ years of cross-industry experience supporting high-visibility clients, resolving complex issues, and improving service workflows. Known for delivering white-glove support, strengthening customer satisfaction, and collaborating across departments to drive operational efficiency. A fast learner with strong initiative, problem-solving ability, and a commitment to exceptional service.
Work History
Customer Experience Professional, XIP
5 Years- Provide white-glove support to influencers participating in Comcast’s influencer program, ensuring seamless service from initial contact through installation, disconnection, repackaging, and service calls.
- Coordinate across multiple departments and systems to manage residential, business, and mobile services with accuracy and urgency.
- Serve as a trusted point of contact for high-visibility customers, ensuring issues are resolved quickly and service expectations are consistently exceeded.
- Maintain detailed documentation and communication to ensure smooth transitions between teams and flawless customer experiences.
Universal Customer Experience Specialist (Movers / Cable Card / Accessibility)
2 Years 11 Months- Served as a Subject Matter Expert, supporting agents across multiple platforms, handling escalations, and providing real-time guidance.
- Collaborated with trainers and leadership to onboard new agents and implement Comcast’s Universal Agent Model, improving consistency and customer satisfaction.
- Functioned as a subject matter expert, assisting agents on various platforms, managing escalations, and delivering real-time guidance.
- Assisted customers in transferring services to new addresses, identifying packages that best matched their usage and needs.
Digital Sales Coordinator
4 Months- Monitored and analyzed market trends to inform sales strategy and uncover new advertising opportunities.
- Delivered internal customer insights that contributed to securing new external clients for on-air advertising.
- Processed contract agreements and maintained accurate system records.
- Managed KMSB’s social media updates and relayed system, policy, and product changes to the sales team.
Merchandising & Inventory Specialist
9 Years 6 Months- Reviewed weekly sales trends to determine optimal placement for new media releases and high-visibility products.
- Executed planogram resets and communicated P&L and ROI impacts to department managers.
- Managed ordering and inventory of display supplies and collaborated with vendors to secure product placement aligned with corporate contracts.
- Resolved customer concerns across online, in-store, and phone orders, coordinating with multiple stores and corporate teams to ensure customer satisfaction.
- Supported local and territorial sales goals through strategic merchandising and customer service.
Personnel
6 Years- Processed documentation for Guard member retirements, deployments, and new recruit onboarding.
- Ensured all required forms were completed and submitted accurately and on time.
- Created and maintained government-issued identification cards for Guard members.
- Delivered exceptional customer service to Guard members and families, supporting mission readiness and administrative accuracy.
Education
Bachelor of Arts - Communication
In Progress
High School Diploma
Skills
Customer support
White-Glove Service
Influencer Program Support
Troubleshooting & Issue Resolution
Client Relationship Management
Documentation & Workflow Management
Process Improvement
Workflow documentation
Customer Retention Strategies
Customer Feedback Analysis
Salesforce CRM
Service Process Optimization
Market Research & Trend Analysis
Customer service
Timeline
Customer Experience Professional, XIP
Comcast
08.2021 - CurrentRead More
Universal Customer Experience Specialist (Movers / Cable Card / Accessibility)
Comcast
09.2018 - 08.2021Read More
Digital Sales Coordinator
KMSB-TV
03.2018 - 07.2018Read More
Personnel
United States Air National Guard
07.2009 - 07.2015Read More
Merchandising & Inventory Specialist
Best Buy
09.2008 - 03.2018Read More
Ironwood Ridge High School
High School Diploma
Read More
University of Phoenix
Bachelor of Arts from Communication
Read More