Thomas Woolston
Philadelphia,United States
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Trial Success Manager
Comcast
09.2021 - Current
- Responsible for formulating and defining systems and objectives through research and analysis of functional/business needs of applicable provisioning and support systems
- Participates in software/hardware releases, rigorous testing, installation tasks and supports implementation planning and other operational preparations
- Supports the testing team and business users in validating that the programs meet the requirements
- Participates in unit, integration, and test procedures
- Compares test results against requirements to validate that coding is accurate
- Supports in the preparation of project-phase plans, implementation schedules and cost benefit estimate
- Supports in the monitoring of implementation progress for compliance with budget and time constraints
- Ensures data quality and integrity across data-specific application implementations
- Functions a liaison between the client, community and internal Software Engineers and/or external software vendors to develop system solutions to processing systems or business problems.
Training and MIS Support Analyst
Comcast
07.2018 - 09.2021
- Coordinate Digital Care on-boarding process with Comcast University and site partners
- Curate Digital Care training material and update changes to current training curriculum
- Identify areas for Digital Care specialists to obtain upskill training and coordinate upskill training
- Assist with providing appropriate system accesses to new team members
- Conduct end to end on-boarding process for the Digital Care Triage Specialist
- Assist with implementation of new processes to the Digital Care team
- Construct S4X Quality Program calibration material bi-weekly for internal QA partners.
Engagement Specialist
Comcast
04.2016 - 07.2018
- Provides support to customers via public and private messaging across digital and social platforms
- Monitors, proactively posts, researches and reaches out to customers within the company community to ensure a positive experience with the company
- Responds to customers through the provided engagement console and mobile communication channels and serve as dedicated primary customer and executive contact.
Triage Specialist
Comcast
03.2015 - 04.2016
- Accurately monitored social pages to protect the brand’s online presence including filtering noise, understanding and tracking sentiment, and flagging relevant interactions
- Acted as the first line of defense for the brand on their social media pages and communities
- Maintained thorough knowledge of various social technology platforms and escalation workflows.
Management Assistant
Enterprise Rent-A-Car
09.2014 - 03.2015
- Responsible for organizing and implementing daily operations according to volume of reservations and needs of local accounts
- Responsible for sales of additional products to the customer while providing top of the line service
- Second in command at branch, anytime branch manager was out of the office I managed the employees under me and was held accountable for branch performance.
Education
Bachelor of Science - Public Relations
East Carolina University
Greenville, North Carolina05.2013
Skills
- Creative Thinking
- Cross-functional Collaboration
- Effective Communication
- Project Management
- Adaptability
- Attention to Detail
Timeline
Trial Success Manager
Comcast
09.2021 - Current
Training and MIS Support Analyst
Comcast
07.2018 - 09.2021
Engagement Specialist
Comcast
04.2016 - 07.2018
Triage Specialist
Comcast
03.2015 - 04.2016
Management Assistant
Enterprise Rent-A-Car
09.2014 - 03.2015
Bachelor of Science - Public Relations
East Carolina University
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