TANDI MANCINI
Meredith,NH
Summary
Customer operations leader with over 19 years in service environments. Enhances team performance through targeted coaching, optimized workflows, and effective training programs, resulting in improved customer experiences and efficient issue resolution.
Overview
19
19
years of professional experience
Work History
CB Advanced Product Change of Service Specialest
Comcast Business
Virtual, NH
10.2023 - Current
- Facilitated startup and growth of mid-market change-of-service team, enhancing overall service delivery.
- Developed and refined procedures for efficiently handling change-of-service requests, improving response times.
- Processed validated customer change orders and completed service modification requests.
- Resolved technical phone issues and service-related concerns for business clients.
- Updated training and operations documentation in OneNote to support team efficiency.
- Coordinated onboarding and training for new team members, ensuring a smooth transition into team operations.
SMB Change of Service Supervisor
Comcast Business
Manchester, NH
08.2022 - 10.2023
- Supervised daily operations for the SMB Change of Service team while ensuring service-level objectives were met.
- Managed escalated customer concerns to resolve issues effectively while sustaining operational efficiency.
- Coached employees through performance feedback and mentorship to enhance skills and team effectiveness.
- Reviewed ticket quality and customer interactions to identify improvement areas, enhancing overall customer experience.
- Organized workflows and improved team productivity through strong leadership and communication.
- Assisted with interviewing, hiring, and onboarding new team members.
BSSP Supervisor
Comcast Business
Manchester, NH
12.2021 - 08.2022
- Led coaching and development initiatives to enhance performance of customer support representatives.
- Conducted team meetings and individual coaching sessions to align training with performance goals.
- Analyzed operational reports and team metrics to improve performance outcomes.
- Monitored call quality and customer interactions to enhance service delivery.
- Fostered a positive team culture that encouraged accountability and continuous improvement.
- Assisted with recruitment, interviewing, and onboarding efforts.
Enterprise Change of Service
Comcast Business
Hudson, NH
03.2019 - 12.2021
- Launched Mid-Market Change of Service Team, establishing operational procedures to enhance service delivery.
- Developed and updated training documentation and workflow resources to support team efficiency.
- Processed customer service modifications and validated service orders.
- Coordinated training for new employees on change-of-service procedures and systems to ensure effective onboarding.
- Resolved technical service and phone-related issues for business customers.
Business Account Executive
Comcast Business
Manchester, NH
04.2014 - 03.2019
- Acted as the primary point of contact for high-profile customer escalations involving executive leadership, regulatory agencies, and advocacy groups.
- Resolved complex technical, billing, and service-related concerns for business customers, enhancing overall customer experience.
- Assisted leadership with escalated customer issues as Interim Business Executive Support Supervisor, ensuring timely resolution and customer satisfaction.
- Collaborated with internal departments to streamline issue resolution and improve customer satisfaction.
- Facilitated training sessions on Auto Attendant processes and customer support procedures, improving team knowledge and service quality.
- Prioritized and managed high-volume workloads across multiple communication channels.
Business Support Professional
Comcast Business
Manchester, NH
05.2010 - 04.2014
- Provided advanced troubleshooting support for voice, video, and data services, enhancing service reliability.
- Delivered advanced troubleshooting support for voice, video, and data services.
- Assisted supervisors with escalations management, offering floor support and peer assistance to improve resolution times.
- Assisted with training initiatives and operational support programs.
- Contributed to documentation updates and workflow improvements.
- Updated documentation and streamlined workflows, facilitating operational efficiency.
Customer Account Executive
Comcast/Xfinity
09.2007 - 05.2010
- Guided customers in selecting products and services tailored to their needs, improving their experience and loyalty.
- Assisted customers with technical troubleshooting, billing support, and service modifications to enhance overall customer satisfaction.
- Maintained high customer service standards in fast-paced call center, contributing to a positive service environment.
- Provided floor support assistance and escalations handling for peers and supervisors.
Education
High School Diploma -
Manchester High School West
Manchester, NH01-2000
Some College (No Degree) - General Studies – Business Administration
Southern New Hampshire University
Manchester, NH09-2026
Skills
- Team Leadership & Supervision
- Employee Training & Mentoring
- Customer Escalation Resolution
- Process Improvement
- Operations Management
- Technical Troubleshooting
- Workflow Optimization
- Documentation & Reporting
- Cross-Functional Collaboration
- Customer Experience Management
- Performance Coaching
- Salesforce & CRM Systems
- Microsoft Office Suite
- Communication & Relationship Building
- Time Management & Organization
- Salesforce CRM Systems Microsoft Office Suite CSG Billing Singleview CB-Systems (Orion) Century Workbench Documentation Systems OneNote
Accomplishments
- Promoted multiple times within Comcast Business due to strong performance and leadership.
- Grand Prize Winner — F.A.R. (Fast, Agile, Responsive) Award, 2013.
- Recipient — Extra Degree Award, 2013.
- Grow Great Award Winner, 2016.
- Selected as Interim Business Executive Support Supervisor (2017).
- Recognized for outstanding teamwork, reliability, customer service, and training support.
- Assisted with startup and training initiatives for multiple Change of Service teams.
Timeline
CB Advanced Product Change of Service Specialest
Comcast Business
10.2023 - Current
SMB Change of Service Supervisor
Comcast Business
08.2022 - 10.2023
BSSP Supervisor
Comcast Business
12.2021 - 08.2022
Enterprise Change of Service
Comcast Business
03.2019 - 12.2021
Business Account Executive
Comcast Business
04.2014 - 03.2019
Business Support Professional
Comcast Business
05.2010 - 04.2014
Customer Account Executive
Comcast/Xfinity
09.2007 - 05.2010
High School Diploma -
Manchester High School West
Some College (No Degree) - General Studies – Business Administration
Southern New Hampshire University