Appointment Management at Comcast

Managed routing and escalation of work to the appropriate technician based on availability and skill set. Prioritized and analyzed dispatched appointment to identify available resources. Ensured technician efficiency by evaluating productivity and optimizing routes. Navigated through multiple systems and ran daily reporting to track technician productivity and status. Assisted with forecast, schedule, service level, and technician performance reporting. Identified current and upcoming schedule needs up to 3 weeks out. Served as a mediator for customers working with Care Agents and Supervisors, Field Supervisors, Business Partners, and various departments to resolve and diffuse escalations. Summary: skilled finance and operations professional with thirty-five years of experience with a major telecommunications company. Strong customer service and communications skills. Team player with an eye for detail.