Solomon Rogers

• Managed revenue models, process flows, operations support and customer engagement strategies.
• Achieved established KPI for company, division team and individual performance through teamwork and focus on customers.
• Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
• Responsible for fostering relationships with marketing, finance, technical operations, and senior leadership to gain their support to increase growth in, Mobile, TV, Data, Home Security and Voice home phone.
• Leveraged industry trends and competitive analysis to reduce customer churn.
• Managed overall operations of Black employee Resource group by promoting diversity, equality & inclusion within organization.

Notable Accomplishments:

• Delivered top customer Net Promoter performance in Northeast Division, 2021.
• Innovated programs and indicatives that drove best in class employee engagement score within NED Retention.

2021 Employee Net Promoter Score Results -Workplace: 69% Motivation: 59% Product: 84%

• Lead top performing team in total mobile sales in Retention Northeast Division by creating sales awareness, meaningful incentives and through accountability. Resulting in 1,953 upgrades.
• Winner of Comcast 2021 Elite Top Performing Manager Award.
• Organized and created Northeast Division virtual new hire training and onboarding process which transitioned 120 customer service associates from training to full production.
• Received Comcast Community Impact Award for support of non-profit organizations within Northeast Division.
• Produced and created national mental health awareness documentary series, Truth About Mental Health, with Olympic Gold medalist, Dominique Dawes.

• Recruited, mentored and developed customer service agents and nurtured environment where employees can excel through encouragement and empowerment
• Improved customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
• Drove employee engagement by fostering environment of diversity and inclusiveness
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

Notable Accomplishment:

• Delivered top Transactional Sales Rate in region for 2 consecutive years.
• Winner of Innovation Award for creating Pathway to Leadership program for frontline employees.
• Created successful Region wide wellness initiative focused on improving employee mental and physical health, while boosting wellness benefits utilization. Resulting in 20% improvement in employees feeling on stress level at work.