Antoinette Burgess
Denver
Summary
Experienced management professional with over 25 years of expertise in leadership roles. Holds a Bachelor's degree in Psychology, providing profound understanding of human behavior and mental processes. Acknowledged for exceptional leadership skills, collaborative approach, and genuine sense of empathy. Demonstrates proven track record in successful team management and fostering organizational success.
Overview
21
21
years of professional experience
Work History
ESA Supervisor
Comcast
10.2017 - 12.2023
- Perform quality assurance auditing of tickets worked and calls taken by direct reports
- Train subordinates as new technology is implemented
- Handle difficult customer inquiries and escalations referred by technicians
- Interface with engineering regarding escalations
- Manage overnight team and handles escalations, outages and Incident Management concerns
- Oversee a Floor Support team (8-10 technicians) while supporting a team of 10-12 technicians.
National /Hospitality Supervisor, Service Assurance
03.2017 - 10.2017
- Supervised day to day operations in a high volume call center environment
- Provided and documented performance feedback through daily, weekly and monthly one on one sessions, performance reviews and goal setting
- Act as final escalation point for any customer or vendor problems.
Repair COE Supervisor
Comcast
08.2002 - 03.2017
- Train, coach and mentor staff to ensure smooth adoption of new processes, policies and procedures
- Work directly with other departments to achieve quick resolution for business, employee and customer needs
- Ensure timely and accurate performance reporting and reviews
- Supervise daily work order activities of 10-25 CAE's to ensure work is completed correctly and in a timely and efficient manner
- Promote and motivate individuals and the team toward achievement in all goals
- Resulting in Dare To Soar quarterly recognitions for being top team (2013-2016)
- Responsible for the Lead/SME programs which included interviewing, training, scheduling, coaching and monitoring 8-15 individuals (while maintaining a high performing repair team).
Education
Bachelor of Science - Psychology
UAGC
San Diego, CA11.2024
Major: Psychology -
Colorado Christian University
Denver, CO05.2024
Metropolitan State University of Denver
Denver, COGeneral Studies Diploma -
North High School
Denver, COSkills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Organization
- Empathy Development
- Self-reflection
- Presentations
- Problem-Solving
- Rapport Building
- Behavior Observation
Timeline
ESA Supervisor
Comcast
10.2017 - 12.2023
National /Hospitality Supervisor, Service Assurance
03.2017 - 10.2017
Repair COE Supervisor
Comcast
08.2002 - 03.2017
General Studies Diploma -
North High School
Bachelor of Science - Psychology
UAGC
Major: Psychology -
Colorado Christian University
Metropolitan State University of Denver
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