Desiree Turner
Denver,CO
Summary
Dynamic professional with a proven track record at Comcast, excelling in cross-functional collaboration and effective communication. Recognized for enhancing operational efficiency and resolving complex issues through analytical problem-solving. Skilled in Salesforce and adept at managing customer relationships, consistently achieving high satisfaction rates. Committed to driving revenue growth and team success.
Overview
11
11
years of professional experience
Work History
Site Readiness Liaison
Comcast
04.2024 - Current
- Work closely with Sales representatives, Project Managers, Leads, Technicians, and National teams to monitor and coordinate the construction process for our customers.
Demonstrate effective communication skills with both internal and external customers.
Possess operational knowledge of Salesforce, Workbench, P2, Sphere, Cafe, Einstein360, and CSG.
Utilize real-time investigational skills to resolve installation and survey failures.
• Handle customer-facing documents with proficiency.
Professionally manage and perform over 100 scheduled follow-ups with customers.
• Serve as an entrusted leader with proven escalation management skills.
• Focus on revenue growth and logistical efficiency.
Consistently recognized by leaders and customers for exceptional performance.
• Demonstrate professional active listening and comprehension skills.
Subject Matter Expert
Comcast
10.2021 - 04.2024
- Collaborated with cross-functional teams to streamline communication and improve project outcomes.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Provided expert guidance on technical issues, elevating resolution efficiency for support staff.
- Responsible for providing real-time support to over 20 routing agents, and ensuring overall routing effectiveness for the areas assigned.
- Oversee EROne tickets, eChats, and the Tech Center of Excellence (TCoE) escalation tool and task management.
- Accountable for working with the Workforce Management (WFM) team to manage call outs, ensure coverage for each area, audit techs, and replace BP.
Talent and Recruiting Apprentice
Comcast
11.2022 - 03.2023
- Selected as one of four employees for a 16-week apprenticeship with the Talent Organization.
- Built strong partnerships with VPs, HR, recruiters, vendors, and Diversity Recruitment Programs.
- Supported hiring processes include resume reviews, phone screens, candidate tracking, and offer letter preparation.
- Shadowed talent operations across multiple business units, assisted with job launches, and weekly touchpoints.
- Participated in DE&I training, SHRM sessions, and HR operations meetings.
Tech Center of Excellence (TCoE)
Comcast
02.2018 - 10.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Routed scheduled work to over 50 field technicians, optimizing workforce management systems.
- Monitored 50-100 technician productivity and appointment adherence.
- Maintained accurate records using Excel and ERONE ticketing systems.
- Communicated with field staff and customers to resolve escalations and improve service.
Central Processing Assistant Manager
Goodwill Store
01.2015 - 02.2018
- Streamlined inventory processing to enhance operational efficiency and reduce delays.
- Interviewed, hired, and trained over 20 new team members while providing ongoing performance feedback and development support to help employees achieve professional and personal goals.
- Created and maintained staffing schedules to ensure operational coverage and efficiency.
- Led project management efforts for a successful store opening by coordinating with leadership, delegating responsibilities, and ensuring the timely completion of tasks.
- Oversaw inventory management to maintain accurate stock levels, and support sales goals.
- Collaborated with team members to maintain a clean and organized workspace.
- Implemented improved sorting techniques, increasing accuracy in item categorization.
- Processed incoming donations, ensuring accurate categorization and inventory management.
Education
Associate of Science - Business Management
The University of Arizona Global Campus
Arizona City, AZ06-2028
Skills
- Assertiveness
- Mediation skills
- Influencing skills
- Representative experience
- Time Management
- Effective Communication (Verbal & Written)
- Analytical problem solving
- Cross-functional collaboration
- Effective multitasking
- Attention to Detail
Accomplishments
- Top SME Award – AEM, February 2024
- New Role – Site Readiness Liaison Department, April 2024
- Impactful Award – West Division TCOE, 2022
- Customer-Driven Recognition – WD Xchange Q1 2025
- Peer Assisted Learning (PAL) – June 2019 – April 2024
- Culture Committee Representative – January 2022 – March 2023
Timeline
Site Readiness Liaison
Comcast
04.2024 - Current
Talent and Recruiting Apprentice
Comcast
11.2022 - 03.2023
Subject Matter Expert
Comcast
10.2021 - 04.2024
Tech Center of Excellence (TCoE)
Comcast
02.2018 - 10.2021
Central Processing Assistant Manager
Goodwill Store
01.2015 - 02.2018
Associate of Science - Business Management
The University of Arizona Global Campus