Customer Service Sales

Kathleen J. Banco ********@*******.***

215-***-**** Medford, NJ 08055

PROFESSIONAL PROFILE

Accomplished business professional skilled in managing large-scale service delivery initiatives. Extensive experience in the execution of strategic marketing and branding campaigns designed to achieve revenue goals of organizations. Demonstrated success at evaluating and improving customer service and call center performance. Builds relationships by fostering teamwork. Works cooperatively and effectively with cross functional teams to achieve goals, resolve problems and make sound decisions. Solutions focused critical thinker with excellent oral and written communications skills.

WORK EXPERIENCE

Banco Consulting, LLC

2010 – Present

Consultant for national and regional video, voice and broadband service providers and technology companies.

Comcast Corporation, Philadelphia PA

July 2013- February 2019

Contract Project Manager, National Customer Operations, Outsource Vendor Management

Member of the vendor partner national performance management team with a primary focus on customer experience (Voice of the Customer) and transition upsell of incremental products and services.

Strong relationship builder among key stakeholders both internally and externally, resulting in successful collaboration and outcome of performance improvement initiatives.

Works closely onsite with vendor partner leadership and front-line employees to uncover and action upon specific training and coaching opportunities leading to optimal customer experience.

Skilled in the identification of opportunities to create parity for vendor partner agents compared with internal agents.

Owner of all national incentive programs for vendor partner sites, creating organization, focus and accountability.

Leverages all data to analyze outcome and ROI, making recommendations to senior leadership on future incentive programs.

Develops and implementation of process improvement and agent engagement initiatives and presentation of results to senior management.

Vendor partner owner and liaison for all national sales initiatives and pilots.

Successfully launched Xfinity XCHANGE incentive platform to the first vendor partner site resulting in an average 70% sustained improvement sales close rate which accelerated the launch timeline to additional sites.

Created “Transitional Sales Recipe for Success” checklist for vendor partner sites to adhere for maximum performance.

Works closely with division and national stakeholders to ensure vendor partner compliance in site operations.

Contractor, Comcast Business Class, New Business Solutions

October 2012 –January 2013

Assisted in the development of the Hosted Microsoft Exchange 2010 go-to-market project plan, designed to monetize Outlook products, which launched to business class customers.

Managed the execution of a multi-tactic marketing campaign that included direct mail, outbound telemarketing and digital components.

Effectively collaborated with senior leadership, customer care operations and product team on messaging and roll-out timelines.

Produced and presented detailed marketing plans with associated expense budget and revenue forecast to senior leadership.

Consultant for NuLink, Newnan GA; Trans Video, Stowe VT; Stowe Cablevision, Stowe VT

2010 - 2013

Marketing and customer service consultant for small video, voice and broadband service providers in Georgia and Vermont.

Successfully executed strategic, multi-tactic marketing campaigns in highly competitive markets.

Hired, trained and mentored marketing and direct sales personnel.

Introduced call center sales training and “Mystery Shopper” incentive programs to increase revenue and improve customer experience.

Harron Communications LP, Frazier, PA

April 2008 – June 2010

Corporate Director of Marketing

Developed strategic marketing and Customer Service plans and created a consistent brand across the enterprise positioning MetroCast as the local market leader for cable, internet and phone in five markets in the Eastern US.

Aligned QA training programs across the enterprise resulting in improved and consistent customer experience.

Increased efficiencies and speed to market by saving over 30% of marketing budget by purchasing direct.

Conducted customer focus groups to gain awareness of price sensitivity and competitive landscape.

Customer Service Review, Inc., Wayne, PA

October 2005–April 2008

Vice President, New Business Development

Responsibilities included the sales and marketing of call center quality assurance, performance measurement, training and Mystery Shopper programs.

Established annual revenue goals and drove sales while executing on strategic business objectives

Re-designed website to attract new clients and increase search engine optimization.

Comcast Cable Communications, Philadelphia, PA

February1990 –July 2005

Area Director of Marketing and Sales

Senior leader responsible for achieving over $250MM in annual revenue through the development and implementation of strategic sales and marketing plans in the Philadelphia region.

Developed and managed annual revenue and expense budget for core business and new products.

Developed and executed multi-tactic marketing campaigns for all products.

Worked collaboratively with key stakeholders in customer service operations to improve revenue generating unit upgrade performance.

Achieved revenue goals through the management of commercial, residential, telemarketing, and retention sales.

Successfully executed the marketing communications aspect of billing system conversions, video service package changes and channel additions and. migrations.

Participated and completed the Comcast Annual Executive Leadership Forum Program.

EDUCATION

BA from Duquesne University, Pittsburgh PA

TECHNICAL SKILLS

Applications: Microsoft Office Suite – Word, Excel, Power Point, Visio

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