Joanna Durham
Wilmington,DE
Summary
Dedicated telecommunications leader with over 10 years of experience specializing in strategic planning, leadership, and employee development. Successfully fostered employee growth, enhanced team performance, and drove exceptional business results through innovative strategies and effective management practices. Committed to cultivating a positive work environment and leading teams to achieve organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Manager, Construction
Comcast
07.2022 - Current
- Collaborates with Senior Management to develop financial and operational objectives and contribute to functional strategy development
- Supports the HQ Construction Serviceability team which consist of three divisions that cover the organization nationwide
- Leads and assists multiple professional teams, ensuring database accuracy for reliable information delivery across departments
- Coaches, mentors, and evaluates employees to maximize productivity and performance
- Implements best practices in billing systems, focusing on data input, database maintenance, and quality assurance
Manager, Retail
Comcast
02.2017 - 07.2022
- Collaborated with Senior Management to enhance business effectiveness through sales analysis, reporting, and improving sales productivity and quality
- Oversaw daily operations for multiple store locations
- Developed job aids to boost sales performance
- Conducted workshops for Store Managers, presenting Regional Operational Excellence Binders & Checklists to improve daily retail functions and quarterly audit performance
- Proposed and pitched a regional development program to Senior Management, aimed at advancing frontline employees with leadership potential within the retail channel
Assistant Manager, Retail
Comcast
01.2016 - 02.2017
- Achieved sales and service metrics through daily supervision, coaching, and performance management of consultants
- Developed personal performance plans with consultants, providing continuous feedback and conducting quarterly performance reviews
- Hosted workshops for Assistant Store Manager peers to enhance understanding of their roles and responsibilities
Sales Consultant, Retail
Comcast
09.2013 - 01.2016
- Exceeded sales quotas in an accountability-based culture by promoting and selling products and services to new and existing customers, ensuring an exceptional customer experience
- Processed payments through the billing system and managed equipment within retail store locations and customer accounts
- Assisted in training new hires for the role
Customer Account Executive
Comcast
07.2011 - 09.2013
- Demonstrated strong listening and analytical skills to resolve complex service problems with first call resolution
- Diagnosed and addressed issues related to PC hardware, software, operating systems, cabling, and landline telephone systems
- Assisted in training new hires for the role
Customer Relations Representative
AmeriGas
01.2010 - 06.2011
- Process orders, schedule deliveries, and handle billing inquiries, ensuring timely and accurate service
- Organized and dispatched daily delivery routes for drivers
- Ordered and controlled fuel inventory and receipts for the district office
Customer Service Representative
Carroll Motor Fuels
08.2007 - 12.2009
- Managed inbound and outbound calls on a multi-line phone system
- Provided customer care by resolving issues related to billing, sales, scheduling, service, and troubleshooting
- Created and maintained monthly reports on sales analysis and production performance
Education
Bachelor of Science - Human Resource Management
Wilmington University
New Castle, DE06.2025
Skills
- Strategic Planning & Execution
- Results-Driven Leadership
- Complex Problem Solving
- Visionary Leadership
- High-Quality Decision Making
- Business Acumen
- Project Management Abilities
- Cross-functional Team Coordination
- Talent Development
- Operations Management
Certification
Project Management
Wilmington University
December 2024
Timeline
Senior Manager, Construction
Comcast
07.2022 - Current
Manager, Retail
Comcast
02.2017 - 07.2022
Assistant Manager, Retail
Comcast
01.2016 - 02.2017
Sales Consultant, Retail
Comcast
09.2013 - 01.2016
Customer Account Executive
Comcast
07.2011 - 09.2013
Customer Relations Representative
AmeriGas
01.2010 - 06.2011
Customer Service Representative
Carroll Motor Fuels
08.2007 - 12.2009
Project Management
Wilmington University
December 2024
Bachelor of Science - Human Resource Management
Wilmington University
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