Greg Mounds
Elkton,MD
Summary
Strategic and results-driven Organizational Development & Employee Relations leader with 10+ years of experience leading organizational transformation, employee engagement, and internal communication strategies in complex, global environments. Expert in driving culture change, designing scalable solutions, and influencing executive leadership to achieve business goals. Adept at building strong cross-functional partnerships, leading multiple change workstreams, and fostering inclusive workplace cultures. Known for strong organizational skills, people/customer first mindset, analytical thinking, and an ability to thrive in dynamic, fast-paced settings.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Organization Development & Employee Relations Manager
COMCAST CABLE COMMUNICATIONS INC., NORTHEAST DIVISION
03.2021 - Current
- Designs and leads division-wide change management initiatives impacting over 10,000 employees
- Develops growth strategies engaging communities with a targeted, multicultural approach through partnerships with Employee Resource Groups in BAU and Edge Out Markets
- Partners with HR, Communications, and Business Leaders to roll out strategic programs focused on leadership effectiveness, employee engagement efforts, and inclusive culture
- Leverages data to inspire action, drive outcomes, and reinforce accountability throughout the entire organization
- Partners with Learning & Development to create a shared learning experience driving awareness and education
- Develops strong collaborative internal partnerships that builds strategy by embedding inclusion into the organization’s culture, operations, and ways of thinking influencing leadership to take a refreshed and evolving approach that aims to make the organization better
- 3% YoY increase in POC hiring in ’22 and 10% YoY increase in female VP’+ in ’23
- YoY increase in annual Your Voice DE&I score in ’22, and ’23
- YoY increase in employee NPS DE&I score for ’22, ’23, and ’24
Supervisor Customer Care (Advanced Repair)
COMCAST CABLE COMMUNICATIONS INC., WHITE MARSH, MARYLAND
05.2018 - 03.2021
- Implemented effective customer contact guidelines which culminated in the consistent outbound contact of 100% of tickets worked
- Developed new-hire training curriculum, created cross-functional partnerships with all CARE departments, and forged a partnership with Learning & Development to adjust training, as needed
- Oversaw the launch and maintenance of CHAT support tool. Answered 80% of requests within 30 seconds, while supporting Vendor Partners, Technical Support and CARE queues. Averaged 2000 inbound chats per month
- Decreased technician visits by improving the response-rates, therefore saving revenue-in-service fees
- Oversaw call volume of 4,000 calls monthly
- Oversaw Regional Telephone Number admin ticket volume
- Supervised a team of 20 Virtual Technical Support Customer Experience Experts
- Led team in tNPS Performance 2020~ +20.55 Best in Class in Northeast Division
- Led team in eNPS Performance 2018-2020~Workplace 69.3. Motivation 61.2. Product 83.9
Supervisor Customer Care (Priority Service)
COMCAST CABLE COMMUNICATIONS INC., WHITE MARSH, MARYLAND
02.2017 - 05.2018
- Established career and personal development goals with employees that enhanced skill sets and knowledge of the industry, products, and customer experience
- Partnered with leadership team and other functions within the organization to ensure positive working relationships and effective communication
- Responsible for interviewing, hiring, and assisted with onboarding new hires
- Participated in various projects cross-functionally to improve the customer experiences in targeted areas
- Developed and led a proactive program to onboarded new customers that effectively communicated the benefits of Xfinity products & services
- Led department in Your Voice 2018 Survey ~ YoY Improvement of +12.5% -97.2
- Led best in class performance with Participation Rate 2018- YoY Improvement of 7% -98.66
Supervisor Customer Care (Billing)
COMCAST CABLE COMMUNICATIONS INC., WHITE MARSH, MARYLAND
12.2015 - 02.2017
- Created and developed plans to drive individual and team performance. Provided and documented daily coaching/feedback to improve, maintain, or exceed targeted goals
- Analyzed statistical metrics and reports to enhance service levels and achieves team objectives
- Responsible for interviewing, hiring, and onboarding new hires
- Managed, processed, and reviewed timesheets, payroll, and daily attendance
- Participated in various projects cross-functionally to improve the customer experiences in targeted areas
- Obtained a Credo Score of 92.7 in 2016
- Led department in performance with a Participation Rate 2016- 82.37%
- Awarded & recognized for top overall Billing team in the Beltway Region in 2016
Education
Bachelor of Science - Communications
Skills
- Experienced in managing organizational change
- Workforce engagement
- Cross-Functional Leadership
- Strategic communication
- Strategic Planning
- Organizational Development
Accomplishments
- Achieved [Result] through effectively helping with [Task].
Affiliations
- PHI BETA SIGMA FRATERNITY, INC., LAMBDA MU CHAPTER, INDIANA, PA
- President, April 2006-May 2008
- Ensured that the chapter maintained active status as a student organization with the university and that the chapter remained in compliance with all regulations
- Provided consistent and professional communication with Chapter Advisors
- Maintained two-way communication with state, regional, and national leadership
- Led strategic planning and execution for membership as well as financial growth
- Provided oversight for officers and committees
- UNIVERSITY DIVERSITY COUNCIL BOARD (IUP), INDIANA, PA
- Student, April 2007-May 2008
- Promoted the university as an outstanding educational institution and valuable community resource
- Identified and recommended strategic policies and practices that improved the campus climate for diversity
- Recommended strategic policies and practices that supported the successful recruitment, development, and retention of a diverse community of faculty, students, and staff for the University and for the greater Indiana Community
- NATIONAL PAN-HELLENIC COUNCIL, HARRISBURG, PA
- First Vice-President, January 2012-December 2013
- Coordinated and implemented national programmatic thrusts under the advisement of the National President to be carried out through the local council
- Performed other duties applicable to the office as prescribed by the parliamentary authority adopted by NPHC and as directed by the President
- Led strategic planning and execution for membership as well as financial growth in partnership with the Program Chair
Certification
- Cornell University
- Diversity & Inclusion
Timeline
Organization Development & Employee Relations Manager - COMCAST CABLE COMMUNICATIONS INC., NORTHEAST DIVISION
03.2021 - Current
Supervisor Customer Care (Advanced Repair) - COMCAST CABLE COMMUNICATIONS INC., WHITE MARSH, MARYLAND
05.2018 - 03.2021
Supervisor Customer Care (Priority Service) - COMCAST CABLE COMMUNICATIONS INC., WHITE MARSH, MARYLAND
02.2017 - 05.2018
Supervisor Customer Care (Billing) - COMCAST CABLE COMMUNICATIONS INC., WHITE MARSH, MARYLAND
12.2015 - 02.2017
Indiana University of Pennsylvania - Bachelor of Science, Communications
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