Summary
Overview
Work History
Education
Skills
Timeline
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Jenell King

New Castle

Summary

Innovative and strategic thinker with collaborative approach and strong leadership skills. Possesses deep understanding of business operations and financial management, with proven ability in project management and team development. Committed to driving organizational success through impactful decision-making and effective resource allocation.

Overview

13
13
years of professional experience

Work History

Sr. Manager- Service Delivery, Customer Production Control and Rework Teams

Comcast Business
11.2021 - Current
  • Manage a team of 12 CPC Project Coordinators, 25 off-shore resources, and a team of 4 Rework Project Coordinators to ensure our largest fortune 500 clients have a white glove installation process for their off-net Broadband installs
  • Provide daily analytical data around pending, failed, completed installs, and rework cases and their comparisons to projections week over week
  • Problem solves to determine areas of redundancy or inaccuracy that can improve the overall BAU process
  • Utilize data to forecast future order volume to determine appropriate headcount
  • Establish set KPIs to ensure productivity, efficiency, and quality
  • Maintain relationships with all vendor partners and vendor managers to ensure we are working in partnership
  • Report out monthly on KPIs and adjust goals as need to drive results
  • Host weekly conference calls with leaders to discuss business strategies and goal setting for quarterly and annual performance
  • Set, follow, and expense monthly budgeting for both expense output as well as internal expenses
  • Lead the Employee Engagement Committee; host weekly events both virtually and in person to ensure employee engagement and recognition
  • Lead the events committee on the TechWomen ERG hosting events for women who work in a technology focused role in the Philadelphia area
  • Developed the aged order and fiber conversion process
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.

Supervisor- Human Resources

Comcast Cable
09.2018 - 11.2021
  • Manage 150+ customer service agents to ensure they are entering payroll accurately and in a timely manner
  • Perform daily audits on time entry data to ensure policy compliance
  • Establish and maintain reporting for all FMLA, STD, and ADA claims
  • Process all LOA denials/approvals to ensure attendance records are accurate
  • Review requests for corrective action on a case-by-case basis to ensure policy compliance
  • Draft and submit all corrective actions and terminations
  • Execute all attendance related terminations
  • Work in partnership with the customer experience supervisor to coach agent to attendance and time entry expectations
  • Develop, oversee, and execute training through Comcast University in relation to New Hire payroll, benefits, and policy compliance training
  • Maintain positive and supportive relationships with managers, directors, and VPs
  • Present attendance and leave of absence concerns to managers and directors to raise awareness and drive down outliers
  • Report out weekly on Customer Commitment Time
  • Interview new customer care agents
  • Provide all benefits training for all new hires and managed the onboarding process
  • Talent lead on the Diversity, Equality, & Inclusion Council
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Developed New Hire Training for Benefits, Payroll, and HR Policies

Supervisor- Executive Customer Relations

Comcast Cable
03.2014 - 09.2018
  • Manage a team of 15+ executive agents to ensure they are meeting and exceeding their established metrics
  • Perform Quality checks on each agent’s tickets to ensure a positive customer experience
  • Develop, oversee, and execute de-escalation training for the entire care organization
  • Maintain positive and supportive relationships with managers, directors, and VPs at each site in the Freedom Region
  • Provide data for bi-weekly conference calls with managers and directors regarding SLA and operational success of Own It chat
  • Present escalation data to managers and directors to raise awareness, drive down escalations, and address outliers
  • Manage monthly incentive budget for metrics-based performance goals
  • Manage monthly recognition budget used for departmental events
  • Received Supervisor Excellence Award in July 2014, December 2015, and June 2016
  • Developed a training course for agents to learn de-escalation techniques that is now used in all care new hire classes
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Sr. Business Analyst

Comcast Business
05.2012 - 03.2014
  • Review aging reports on national business class customers to determine account delinquencies and inaccuracies
  • Settle Chase bank account on a weekly and monthly basis
  • Process tax exemption adjustments on re-seller and non-profit customers
  • Research misapplied payments
  • Process returned checks to corresponding accounts
  • Escalate all billing inaccuracies to upper management
  • Create and send out company mailings to high end business clients
  • Process mid-day report from bank to locate unknown checks
  • Responsible for onboarding National Business class’s first team of outsourced agents to handle payment processing and collections

Education

Bachelors Degree - Business

Wilmington University
New Castle, DE
08.2014

Associates Degree - Business Administration

Delaware Technical and Community College
Wilmington, DE
05.2009

Skills

  • Strategic planning
  • Cross-functional collaboration
  • Operations management
  • Cross-functional team coordination
  • Data-driven decision making
  • Documentation and reporting
  • Data analytics
  • Cross-functional communication
  • Talent development
  • Organizational improvement
  • Budget oversight
  • Partnership development

Timeline

Sr. Manager- Service Delivery, Customer Production Control and Rework Teams

Comcast Business
11.2021 - Current

Supervisor- Human Resources

Comcast Cable
09.2018 - 11.2021

Supervisor- Executive Customer Relations

Comcast Cable
03.2014 - 09.2018

Sr. Business Analyst

Comcast Business
05.2012 - 03.2014

Bachelors Degree - Business

Wilmington University

Associates Degree - Business Administration

Delaware Technical and Community College

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Jenell King