Rusty Thomas
Castle Rock
Summary
Dynamic Project Coordinator with extensive experience at Comcast, excelling in process improvement and cross-functional collaboration. Proven track record in managing large portfolios and enhancing training programs, while demonstrating strong problem-solving and effective communication skills. Adept at driving quality assurance initiatives and fostering customer relationships to achieve operational excellence.
Overview
19
19
years of professional experience
Work History
Project Coordinator 3
Comcast
09.2021 - Current
- Managing a fluctuating portfolio of 200 orders
- Dissection of each order to confirm accuracy and validity.
- Opening and Maintaining customer contact throughout the order lifespan.
- Escalating to partner groups and delegating as needed to keep the order on schedule.
- Coordinating conference bridge with multiple parties to complete service changes.
Quality Analyst
Comcast
05.2017 - 09.2021
- Managed monthly portfolio of 300 reviews of interactions between Comcast and Comcast customers.
- Provided scoring and feedback based on adherence to company policies and professionalism.
- Coordinated and lead calibration calls to ensure alignment on scoring.
- Transformed agent training by integrating mock customer interactions and QA team involvement.
- Pioneered a new training plan and schedule for new analysts.
- Divided a list of over 350 agents every month and disbursed to my team.
Specialist 2
Comcast
06.2015 - 05.2017
- Provided customer support via multiple social media platforms including Twitter, Facebook, and Reddit.
- Assisted customers with service-related issues and troubleshooting.
- Initiated interaction with high profile customers to promptly address their concerns lessening the negative impact to the brand.
- Provided support for billing and service-related changes.
Tech 2, National Support
Comcast
04.2013 - 06.2015
- Pioneered a new team for internal escalations helping to reduce the time to resolution of each ticket.
- Expertise in accessibility to confirm and escalate issues with Closed Captioning and Voice Description to maintain ADA compliance.
- Expertise in TiVo Cable Card escalations to maintain function and revenue of Comcast service on third party devices.
- Provided advanced troubleshooting and customer education for Wi-Fi networks, network switches, Wi-Fi extenders, video and voice equipment.
Field Technician
Comcast
09.2009 - 04.2013
- In home installation and troubleshooting of Comcast video, internet, and voice services.
Install Technician
TCS Communications
06.2006 - 09.2009
- In home installation of Comcast video, internet, and voice services.
Education
Associate of Applied Science - Automotive Technology
Denver Automotive And Diesel College
Denver, CO01-2006
Skills
- Process creation and documentation
- Performance evaluation
- Training development
- Project coordination
- Process improvement
- Quality assurance
- Customer relationship management
- Order management
- Cross-functional collaboration
- Effective communication
- Problem solving
- Attention to detail
- Conflict resolution
- Problem-solving
- Time management
- Critical thinking
- Remote team management
- Schedule management
- Project scheduling
- Multi-operations management
- Project lifecycle
- Project management
- Data analysis
- Training and development
- Microsoft Office suite
- Technical troubleshooting
- Social media management
- Accessibility compliance
- Inbound and outbound communication
- Remote collaboration
- Conference hosting
Timeline
Project Coordinator 3
Comcast
09.2021 - Current
Quality Analyst
Comcast
05.2017 - 09.2021
Specialist 2
Comcast
06.2015 - 05.2017
Tech 2, National Support
Comcast
04.2013 - 06.2015
Field Technician
Comcast
09.2009 - 04.2013
Install Technician
TCS Communications
06.2006 - 09.2009
Associate of Applied Science - Automotive Technology
Denver Automotive And Diesel College
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