Summary
Overview
Work History
Education
Skills
Activities
Timeline
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Tiffany Young

Aurora,CO

Summary

Results driven and motivated individual with a passion to serve and inspire to grow others. Having an appetency for improvement and project management. Taking pride in upholding business ethics as well as providing a superior customer experience. Committed to continuous personal and professional growth and encourages uncovering the greatness in others. Seeing the big picture every day, while actively seeking ways to enhance skills and abilities to become an entrusted leader within Comcast. Forward-thinking Operations Specialist bringing 8.5 years of expertise in Order Management. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Organized and 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

Service Delivery Team Lead

COMCAST BUSINESS
  • Supported and assisted service delivery department on all order types in SMB
  • Mentored agents on Sentiment
  • Elevations team where I was able to change reschedule process for Frictionless process documents
  • CPE Project led 5 people to process through 1700+ incomplete orders
  • Trained another agents for project
  • BSST build training mentor
  • ScheduleRight Project; Customer Scheduling Journey
  • Coordinate internal resources and third parties/vendors for data
  • Team lead of 10 to call back DOIF customer to gain data to improve onboarding process
  • Call team was able to process 400+ day of install failures
  • Delivered training modules to 3-4 teams over 7 weeks, over 21 training hours
  • Help create training deck
  • Was able to increase S4X Sentiment scores by 40%.

Order Management Coordinator Project Phoenix

  • Pilot team that was implemented as the career progression within order management/service delivery group
  • Collaborated with a team of 10 to create policy and process documents
  • Mentored and trained 3 best classes in the new process, 2 of them were virtual, total of over 240 training hours.

Order Management Coordinator Cord 2 SWAT

  • Processed over 100 daily escalations for rebuilt and rescheduled DOIF orders
  • Monitored MET & escalation email boxes on a weekly rotation
  • Trained team of 10 in the new career progression process 4 training hours.

Order Management Coordinator Cord 2 Transfers

  • Processed over 15 orders and calls daily
  • 6 time summit winner
  • Help develop the overlap/partial overlap process
  • Training in Nuemeritrack, Nuestar, Remedy, Multi system management.

Welcome Team Pilot Lead

COMCAST BUSINESS
01.2015 - Current
  • Collaborated in building a first line customer support team from the ground up
  • Created process and training documents for the team
  • Lead employees on best practice for call flow & productivity
  • Maintaining a S4X Sentiment rating of Be+ 5.2 customer relations
  • Onboarding over 500 customers with digital options
  • Efficient in cross-functional activities and tools including café, salesforce, CSG/ACSR, WorkBench.

Education

Associate of Science - Surgical Technician

Concorde Career College - Aurora
Aurora, CO
05.2000

Skills

  • Service delivery/customer experience
  • Digital options
  • Problem solving
  • De&I Ambassador
  • Collaboration
  • Change management experience
  • Technical knowledge proficiency
  • Innovative thinking
  • Problem-solving abilities
  • Customer Relations
  • Data Entry
  • Organization and Time Management
  • Written Communication

Activities

  • Best in the West Q2&Q3 2021
  • Facilitator ERG Webinar ERGs
  • Comcast Mentorship Program 2021-present
  • Activate, Mentor Teens & Preteens
  • Ministry Leader & Group Leader Family Cares Initiative
  • Comcast Care Days 2016-2022

Timeline

Welcome Team Pilot Lead

COMCAST BUSINESS
01.2015 - Current

Service Delivery Team Lead

COMCAST BUSINESS

Order Management Coordinator Project Phoenix

Order Management Coordinator Cord 2 SWAT

Order Management Coordinator Cord 2 Transfers

Associate of Science - Surgical Technician

Concorde Career College - Aurora

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