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Work Background
ComcastDirector, Employee Communications - CX Strategy & Operations
Mar. 2023-Develop communications plans for product launches, employee initiatives and social impact campaigns including e-newsletters, video messaging, website copy and social media. Awarded Center Star honor for being a top 1% of performer in 2023
-Track operational communications analytics across all mediums and knowledge bases, including 9K internal knowledge articles and 2K customer-facing support articles -Manage content strategy in partnership with knowledge management and product deployment teams for audiences of 3M+
ComcastDirector, Project Management, DE&I, Communications - CX Strategy and Operations
Jun. 2021 - Mar. 2023-Acted as Chief-of-Staff for SVP, Communications & Digital Media Operations -Ghostwrote C-Suite executive messaging for various leaders, including C-Suite (topics include operational outages, responses to current events, DE&I issues, health and safety, and more)
-Developed executive prep, talking points, presentations, video content for senior leader meetings
-Implemented new DE&I programming, with 50% increase in participation since my hire - 5000+ attendees over 12 Speaker Series with 67 Expert Panelists
-Owned Net Promoter System (NPS) messaging and reporting across Comcast Cable
-Created and tracked monthly reporting for national operations teams and executive escalations department of over +2000 employees
ComcastSr. Manager, Employee Communications - CX Strategy and Operations
Mar. 2017 - Jun. 2021Philadelphia, PA-Managed 300 policy changes and associated content revisions related to COVID-19 pandemic
-Revised and implemented operational communications strategy, including 8.4K articles for internal knowledge database and 1.7K articles for customer website spanning all Comcast product lines -Led content management system migration of ~10,000 articles -Facilitated over +5000 project intake meetings to ensure alignment with company stakeholders
-Tracked +5000 operational communications timelines, ensuring brand, legal standards met
ComcastCommunications Manager, National Customer Operations
Feb. 2014 - Mar. 2017Philadelphia, PA-Provided communications content and support for new products and customer service issues
-Facilitated and support communications project intake
-Pulled communications/operations reports
-Edited existing knowledge database content for style, grammar and accuracy
-Collaborated with deployment staff to determine communications plans/strategies
ComcastCommunications Specialist, National Customer Operations
Jul. 2012 - Feb. 2014Philadelphia, PA-Wrote and edited daily internal e-newsletter
-Provided communications content and support for new products and customer service issues
-Edited existing operations content for style, grammar and accuracy
-Collaborated with deployment staff to determine communications plans/strategies
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