Kevin Hatcher
Denver,CO
Summary
Proven at Comcast for enhancing operational efficiency and customer satisfaction, I leveraged multitasking and exceptional customer service skills to exceed sales targets and streamline processes. My knack for decision-making and data entry significantly improved team productivity and operational workflows, achieving a collaborative and high-performing work environment.
Overview
14
14
years of professional experience
Work History
Coordinator
Comcast
10.2023 - 11.2024
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
Escalations Specialist, Compliance
Comcast
07.2017 - 10.2023
- Resolved complex customer complaints by thoroughly investigating issues and implementing effective solutions.
- Developed comprehensive documentation for each case, ensuring accurate tracking and reporting of escalated issues.
- Streamlined communication channels among various departments involved in the escalations process, facilitating faster resolutions and improved collaboration among teams.
- Demonstrated exceptional problem-solving skills when faced with complex customer situations, leading to successful resolutions that restored customer confidence and trust in the company.
Business Sales Coordinator
Comcast
09.2015 - 07.2017
- Streamlined sales processes for improved efficiency and customer satisfaction.
- Negotiated favorable contract terms with clients, securing long-term partnerships and maximizing revenue potential.
- Developed training materials for new hires, expediting their onboarding process and enabling them to contribute effectively sooner.
- Managed a portfolio of accounts, consistently exceeding sales targets through strategic account planning and relationship management.
Business Technical Support Lead
Comcast, CAE
10.2010 - 07.2015
- Continuously monitored emerging industry trends to stay ahead of potential challenges faced by customers as technology evolved rapidly within their organizations.
- Collaborated with cross-functional teams to identify system-wide issues and develop solutions that benefited both customers and internal stakeholders.
- Reduced average call handling time with the implementation of standardized procedures and documentation for common issues.
- Streamlined technical support processes for increased productivity and improved customer experience.
Education
No Degree - Communications
East Texas State University
Commerce, TXSkills
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
Timeline
Coordinator
Comcast
10.2023 - 11.2024
Escalations Specialist, Compliance
Comcast
07.2017 - 10.2023
Business Sales Coordinator
Comcast
09.2015 - 07.2017
Business Technical Support Lead
Comcast, CAE
10.2010 - 07.2015
No Degree - Communications
East Texas State University
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