Gina Mariani
Operations Leader
LYNN,Massachusetts
Summary
Operations leader directing sales support, compliance, and process improvement across regional teams. Built reporting systems, standardized workflows, and strengthened contract controls that reduced billing discrepancies and improved adherence by 32%. Drove customer experience and revenue support through cross-functional coordination, training, and operating discipline in Director, Northeast Division Sales Operations work.
Overview
2
2
Certifications
18
18
years of professional experience
Work History
Evaluation Operations Faculty, College of Business
Western Governors University
Remote
01.2022 - Current
- Evaluate student submissions against course rubrics and align scoring with resource documents across 11 undergraduate business courses.
- Review over 6000 student-generated submissions while maintaining consistent application of department standards and course expectations.
- Write personalized feedback that helps students strengthen competency and progress toward degree completion.
- Apply university, department, and team policies and procedures to keep evaluation decisions consistent across assigned courses.
- Partner with leadership to update CRDs and SOPs, supporting stronger team calibration and contract compliance practices.
- Lead the Take 5 Team and Health/Wellness Channel to support team connection and engagement in Teams.
- Meet department expectations for accuracy, fairness, helpfulness, and timeliness in day-to-day evaluation work.
Regional Market Development Specialist (Sr. Ops Manager), Comcast Business
Comcast/NBCUniversal
Wilmington, MA
01.2017 - 01.2019
- Directed cross-functional field, sales, and engineering teams to deliver monthly results that met goals by 10-20% or greater.
- Produced strategic status reporting on completed, in-progress, and pending work to track KPIs and reduce delivery delays.
- Identified process improvements with key stakeholders and introduced reporting efficiencies adopted company-wide, decreasing sale-to-install wait times by up to 40%.
- Aligned field sales and internal support teams around market strategies, strengthening consistency, awareness, selling tools, and messaging.
- Tracked marketing and sales initiatives for the Xfinity Communities channel through enhanced campaigns in the CSG biller.
Director, Northeast Division Sales Operations
Comcast/NBCUniversal
N. Reading, MA
01.2009 - 01.2016
- Developed contract compliance procedures and management processes for high-value agreements, reducing billing discrepancies and improving adherence by 32%.
- Partnered with legal teams to review municipal and federal requirements, reducing risk exposure and avoiding contractual penalties.
- Directed sales support and operational compliance strategy for 22K multi-family communities across senior living, hospitality, healthcare, and residential verticals, generating $100M+ in annual revenue.
- Built and launched the centralized Xfinity Communities Customer Care Center of Excellence, strengthening desktop tools and improving customer experience and first call resolution.
- Created and delivered live and online training modules for 1500+ employees on operational procedures and business compliance, decreasing repeat customer care metrics month-over-month.
- Implemented process improvements for M&P documentation and established a secure contract database for ROE, Easement, and Service Agreements to support standardization and regional alignment.
- Partnered with vendors to create easement recording procedures across 250+ municipalities and 109+ counties, cutting contractual exposure by more than 35% and supporting billing system migrations and quarterly revenue share calculations.
Education
Master of Science - Leadership & Management
Western Governors University
Salt Lake City, UTMaster of Business Administration - undefined
Western Governors University
Salt Lake City, UTBachelor of Science - Communication
Salem State University
Salem, MAAI Skills Fundamentals Certificate - undefined
Western Governors University
Salt Lake City, UTSkills
- Customer Support Operations Optimization
- Contract compliance/management
- Process Efficiency Management
- KPI reporting
- Six Sigma White Belt Certificate
- Sales operations
- Performance management
- Microsoft Office Suite
- Cross-functional collaboration
- Stakeholder management
- Vendor management
- Resource allocation
- Operational planning
Certification
Six Sigma White Belt Certification
Timeline
Evaluation Operations Faculty, College of Business
Western Governors University
01.2022 - Current
Regional Market Development Specialist (Sr. Ops Manager), Comcast Business
Comcast/NBCUniversal
01.2017 - 01.2019
Director, Northeast Division Sales Operations
Comcast/NBCUniversal
01.2009 - 01.2016
AI Skills Fundamentals Certificate - undefined
Western Governors University
Bachelor of Science - Communication
Salem State University
Master of Business Administration - undefined
Western Governors University
Master of Science - Leadership & Management
Western Governors University