Monica Lynd
Marysville,WA
Summary
Manager, Contact Center Operations | Operations Leader with Proven Results Over 15 years of experience leading contact center and network operations in high-volume environments. Improved employee engagement scores from -30 to +60, consolidated five fragmented desks into two high-performing teams, and implemented process improvements that reduced escalations and improved resolution times. Adept at managing communications and supporting crisis response in fast-paced, 24/7 operational settings. Skilled in leveraging data to diagnose root causes and implement operational strategies that drive measurable performance gains.
Overview
15
15
years of professional experience
Work History
Director, Network Services Desk
Comcast
10.2016 - 12.2024
- Improved eNPS from -30 to sustained +60 through structured coaching and accountability systems.
- Consolidated five fragmented desks across multiple states into two high-performing teams within a new 24-hour Network Operations Center (NOC) structure, streamlining workflows and enhancing service delivery in a fast-paced environment.
- Designed and implemented updated processes and standards for the new desk structure, reducing escalations and improving resolution times.
- Partnered with technical teams to optimize workflows and systems, driving measurable gains in efficiency and responsiveness.
- Served as Business Continuity Coordinator, assisting Comcast in achieving ISO BSI certification, ensuring compliance and operational resilience across critical functions.
- Managed communications and supported rapid response during high-impact incidents, ensuring continuity and minimizing customer impact.
- Comcast is a global media and technology company with over 190,000 employees and $120B annual revenue.
Sr. Manager, Customer Care
Comcast
01.2010 - 10.2016
- Directed Tier 2 Help Desk operations supporting frontline agents across multiple channels in a high-volume environment.
- Managed hybrid workforce (internal, contractors, offshore), ensuring consistent service delivery and alignment on priorities.
- Implemented standardized procedures and KPIs to improve resolution times and service quality.
- Collaborated cross-functionally to optimize tools, processes, and feedback loops for continuous improvement.
Education
University of Phoenix
Skills
- Coaching for enhanced performance
- Onshore and offshore operations
- Workflow optimization
- Leadership coaching and organizational change
- Business continuity planning
- Data-informed strategy development
- Relationship building
- Decision-making
- People management
- Operations management
Languages
English
Timeline
Director, Network Services Desk
Comcast
10.2016 - 12.2024
Sr. Manager, Customer Care
Comcast
01.2010 - 10.2016
University of Phoenix