Lesley Skimins
West Chester,PA
Summary
Dynamic executive with a proven track record at Zendesk, specializing in adult learning, customer experience transformation, and performance improvement. Expert in data-driven decision-making and change management, I led a global team to achieve a +28% increase in CSAT post-training, driving significant ROI and enhancing operational efficiency across diverse training programs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Director, Training & Continuous Improvement
Zendesk
San Francisco
01.2021 - Current
- Spearheaded CX change project portfolio with over 200 annual changes, optimizing resourcing and prioritization for enhanced efficiency.
- Transformed and built comprehensive training programs for incumbent teams based on data to optimize ticket-handling processes and improve TTR by three days, resulting in an annual average of $800,000 ROI.
- Led a diverse, global team of 25 training professionals, improving business goals with measurable learning results, resulting in a positive average increase of +28 CSAT post-training.
- Developed a skills based competency driven on demand personalized learning program to deliver adaptive training across 12 job profiles and improve knowledge quality results.
- Managed Learning Management System (LMS) operations, ensuring successful execution, and accurate tracking of learning.
- Developed end-to-end learner personas to establish a baseline for ongoing training needs.
- Reduced an average of 15 customer friction points quarterly, enhancing Gross Retention Rate by 4% through process improvements.
Senior Director/Director - Residential CX Learning Engagement
Comcast
Philadelphia, PA
01.2018 - 01.2021
- Managed cross-functional teams in collaboration with customer operations and learning subject-matter experts to deliver multiple company-wide initiatives, and improve operational performance and employee engagement.
- Designed innovative learning solutions leveraging modern learning theories and technologies, including gaming, self-directed, and virtual learning to maximize learner engagement and retention.
- Monitored training environment to support desktop tools and hands-on learning, ensure delivery of learning solutions, and improve employee proficiency.
- I headed a cross-functional team of six program and senior program managers to design and deliver tailored consultancy, analysis, and instructional programs for Comcast's Residential business.
- Supported 15,000 employees and 33,000 business partners across 14 companies in 12 countries, resulting in improved business alignment and operational performance.
- Developed and launched over 40 New Hire programs, self-paced learning modules, and 10 Career Progression programs, impacting over 6,000 new hire and incumbent learners, resulting in increased retention and productivity.
- Led deployment of DE&I and inclusive leadership initiatives to enhance awareness and knowledge of diversity, equity, and inclusion principles across all employees and leaders at Comcast, contributing to more inclusive workplace culture.
- Oversaw 20+ program managers to create, update, and deploy over 60 programs within three weeks.
- Optimized efficiency of training programs and achieved approximately $2.6M in savings by reducing learning time per learner while maintaining key performance indicators and improving overall operational efficiency.
Senior Program Manager/Program Manager
Care College, Comcast University, Comcast
Philadelphia, PA
01.2012 - 01.2018
- Spearheaded analysis, design, and development of training and certification components for reimaging new hire and national career progression plan for billing agents, resulting in improved employee readiness and career advancement opportunities across enterprise.
- Partnered with Comcast University and divisional operational leaders to develop Priority Service and Nirvana training program, incorporating agent profile and customer handling model to enhance customer service standards and consistency.
- Developed and implemented cost-effective training programs for customer service agents and leaders through collaboration with Comcast University and operational leaders to create high-impact learning solutions and drive improved agility and performance across business.
- Led cross-functional team and delivered unified training solution for customer approval/consent program, benefiting over 50,000 frontline employees/leaders.
- Managed training environment requirements for trainers and business partners, supporting over 400,000 connections in 2017 and ensuring seamless training experiences by aligning with CSG Systems and Oracle system capabilities.
Sr. Manager/Manager, Strategic Business Process Design and Effectiveness
Comcast
Philadelphia, PA
Lead Knowledge Management Specialist
Comcast
Southfield, MI
Education
Bachelor of Science - Biology
Averett College
Danville, VADanville, VA
Skills
- Customer experience transformation
- Performance improvement
- Change management expertise
- Adult learning theory
- Data-driven decision-making
- Business process design
- Strategic planning and execution
- Diversity, equity, and inclusion
- Risk assessment and mitigation
- Budgeting and cost control
- Lean Six Sigma methodologies
- Stakeholder engagement
- Project & Portfolio management
Certification
- Lean Six Sigma Black Belt (CLSSBB)
- Prosci Certified Change Practitioner (ADKAR)
- Foundations in Design Thinking Certification
Professional Development
- Talk so People will Listen, Speakeasy, New York City, NY, 01/01/17
- WICT Rising Leaders Program, Ft Lauderdale, FL, 04/01/14
Accomplishments
Learning Innovator Award 2023, 2025 - Zendesk
Timeline
Senior Director, Training & Continuous Improvement
Zendesk
01.2021 - Current
Senior Director/Director - Residential CX Learning Engagement
Comcast
01.2018 - 01.2021
Senior Program Manager/Program Manager
Care College, Comcast University, Comcast
01.2012 - 01.2018
Sr. Manager/Manager, Strategic Business Process Design and Effectiveness
Comcast
Lead Knowledge Management Specialist
Comcast
Bachelor of Science - Biology
Averett College