Summary
Overview
Work History
Education
Skills
Certification
References
Awards
Websites
Timeline
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Jennifer Fantone

Jennifer Fantone

Deland,United States

Summary

Dynamic project management leader with over 15 years of experience in the customer service and technology sectors. Demonstrated ability to cultivate high-performance teams and spearhead significant process improvements. Renowned for exceptional relationship management skills, fostering collaboration across diverse global teams, and influencing strategic business decisions. Proficient in managing multiple projects simultaneously while maintaining a clear focus on transformational change and operational excellence.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Sr Director- Process Improvement & Shared Services

Comcast
01.2018 - Current
  • Oversee program and process enhancements for care teams, achieving $3M in efficiency gains in 2024.
  • Develop enhancements, including automation enhancements, for high-impact programs, and lead a team responsible for end-to-end strategy execution.
  • Amplification of programs through effective communication, and articulated progress to leadership, stakeholders, and impacted teams.
  • Implement strategic oversight for policy and tool utilization, ensuring optimal results.
  • Navigate complex stakeholders across varied working groups, building strong working relationships to ensure successful project execution.
  • Lead a team of senior managers, managers, and analysts, fostering career growth and professional development.
  • Assesses risks and advises leaders and stakeholders on mitigation strategies to ensure successful outcomes.
  • Alignment with data-driven insights to guide decision-making, ensuring project/program success, and continual iterative improvement.
  • Collaborate with executive leadership team to develop long-term objectives that would drive success.

Sourcing Transformation & Operational Support

Frontier Communications
01.2015 - 01.2018
  • Implemented operational controls and performance standards, driving efficiency and quality improvements across multiple partnerships.
  • Ensured alignment with strategic needs and organizational long-range planning by engaging necessary stakeholders.
  • Led service teams, working closely to define strategy, performance metrics, and operational controls.
  • Fostered synergy between teams, aligning policies, and processes.
  • Facilitated knowledge sharing to boost overall performance metrics.
  • Spearheaded strategic improvements in frontline performance, targeting operational efficiencies.
  • Implemented cutting-edge tools for enhanced team productivity.

Account Management, Strategy, & Performance Management

Working Solutions
01.2009 - 01.2015
  • Performance Manager overseeing four books of business, including StubHub, AT&T, Optum, and Data Solutions.
  • Oversight included responsibility for account profitability, agent performance, and account management.
  • Managed multiple books of business, driving account profitability, process improvement, and improved performance through data-driven strategies and meticulous oversight.
  • Spearheaded performance optimization across diverse accounts, implementing targeted initiatives that significantly boosted operational efficiency.
  • Fostered strong partnerships with key stakeholders, aligning account management strategies with client objectives to ensure mutual success.

Assistant Vice President-Training/Investments

Bank of America
01.1994 - 01.2007
  • 1994-2000: Branch Management focusing on branch banking optimization.
  • 2000-2004 Training and Development Senior Manager.
  • 2004-2007 Investment Banking: Series 6 and 63 Certified.
  • Led branch management operations, driving efficiency and customer satisfaction.
  • Transitioned to spearhead training initiatives, cultivating top-tier talent across the organization.
  • Pioneered comprehensive training programs for senior managers, enhancing employee skills and productivity.
  • Implemented cutting-edge learning methodologies for measurable results.
  • Transitioned to investment banking, securing Series 6 and 63 certifications.
  • Leveraged expertise to drive client portfolio growth, and maximize returns.

Education

Associate of Science - Business

Western International University
Tempe, AZ

Bachelor of Science - Supervision & Management

Daytona State College
Daytona Beach, Florida

Skills

  • Leadership and Team Development
  • Relationship Management
  • Business Maturity
  • Organizational Agility
  • Program Management
  • Risk Assessment and Mitigation
  • Process Improvement and Automation
  • Cross-Team Collaboration
  • Effective Communication
  • Data Analysis and Reporting
  • Change Management
  • Stakeholder Management
  • Executive Communications

Certification

  • PMP (Project Management), Project Management Institute, 01/01/17, Present
  • PMP-RMP Certification (Risk Certification), Project Management Institute, 01/01/17, Present
  • Six Sigma Certification, Not specified, Present, Present

References

  • Victoria Boston, Senior Executive Fortune 30 // EVP & Chief CX Officer // Telecom, Victoria managed Jennifer directly, 07/24/18, Jennifer is an exceptional leader, peer, and colleague. Jennifer’s expertise in the management space is 2nd to none. A very bold, courageous and authentic leader, she gets the job done. Can always be counted on and is extremely dependable. Jennifer is a jewel to work with and anyone having that great fortune and opportunity will always be well served.,
  • Laura Horton, Manager, Laura reported directly to Jennifer, Jen was an amazing manager to work for. She provided fantastic support and advice to ensure you reached your potential. She has high expectations and makes sure you had the tools you needed to meet them. Again, an amazing manager to work for.

Awards

2023 Circle of Success Winner, Innovation in Customer Experience

Timeline

Sr Director- Process Improvement & Shared Services

Comcast
01.2018 - Current

Sourcing Transformation & Operational Support

Frontier Communications
01.2015 - 01.2018

Account Management, Strategy, & Performance Management

Working Solutions
01.2009 - 01.2015

Assistant Vice President-Training/Investments

Bank of America
01.1994 - 01.2007

Associate of Science - Business

Western International University

Bachelor of Science - Supervision & Management

Daytona State College

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