Jamie Otter

adwg5g@r.postjobfree.com

Cell# 425-***-****

Life Mission Statement:

To Inspire, Influence, and Bring Joy to everyone that crosses my path and to be Inspired, Influenced, and Accept the Joy that others bring when they cross my path.

Core Competencies

• Exceptional at Building Relationships, Communication, Organization Skills, Empowering Employees, Employee Engagement, Servant Leader

• Ability to understand company goals and communicate the bigger picture of exceeding goals, Collaboration, Strong Communicator, Change Management

• Project Management, Operational Knowledge of several software programs, Telecommunications, Data and Analysis & Reporting, Presenter, Trainer, Remote Manager, Travel for Work

• Enthusiastic, Positive Attitude, Strong Work Ethic and Dependable, Process Improvement, Tenacious, Innovative, DE&I representative

• Ability to quickly learn new positions, job tasks and flex/partner with the needs of the team and upper management, Training Development, Strategic Thinker, Multiple Tool Launches for Several Sites

• Coaching Coaches and Mentoring Leaders, SMEs/PALs and Team Members, Performance Management, Quarterly Ops Reviews, Team Builder, Virtual Leader

XSell Technologies Customer Success Manager (remote)- May 2022 - November 2022

• POC for launch of the HiPer tool for MTS (Mobility Technical Support) Line of Business client- XSell’s largest client, MTS included 8 sites

• Partnered with Sr. Project Managers, Directors, Managers from client and XSell team for successful HiPer tool launch in several sites and 3 other lines of business

• Traveled to many different sites to train the HiPer tool for managers and agents, and dashboard training for managers virtually and in person

• Worked on projects that included processes, communication, and career development

• Partnered with internal XSell employees on coaching strategies, creating training content and welcome kits

• Implemented manager trainings of the HiPer tool before agent training to all manager buy in, awareness and change

• Shared best practices of what worked and what can be improved with peers for new site launches

• Assisted in launches and support of Loyalty and MSS LOBs (Lines of Business) for client AT&T

Comcast Operational Manager (remote)- March 2020 - Jan. 2022

• Co-Chairman for Women’s Network for Development in Houston chapter

• Led, managed team of leaders and agents for OCOE (Onboarding Center of Excellence)

• Career development for agents’ and mentorship for leaders in our department and partnering with other departments

• Cross function communication and partnership with Tech Ops, Sales and other departments

• Led several engagement activities in manager and above meetings, including DE&I activities

• Introduce group coaching to Houston OCOE/Care, Channel Support, Payment Services

• Teaching people how to facilitate, lead and hold agents accountable to their goals

• Was the #4 manager out of 10 managers in overall performance in metrics, several months was #2

• Trained on IT, set up and troubleshooting equipment to launch over 400 people to work from home during CoVid

• Member of ERG groups: OUT, Women’s Network, YPN, BEN, APA

Comcast Regional Supervisor for TLC CommOps - Oct. 2018 - March 2020

• POC for COACH re-launch/re-train project for Tech Ops & co-facilitated trainings for all of WA

• Manage team of high performers

• Mentor to leaders and assisting with career development and “Bettering their Best”

• Develop agents into next role of leadership and other departments

• Co-Onboarded new supervisors

• Cross Functional Communication partnership with Tech Ops/Care/Sales

• Elevation for attendance that has been executed and delivered, elevation for TLC agents to see own scorecard metrics (still in the works)

• Led our SYV (Share Your Voice) Communications team

• Partner with TSC/Care for XH order entry for camera codes in WA

Comcast Quality Effectiveness Master Coach - March 2015 - Oct. 2018

• Coach and mentor supervisors by providing feedback, accountability and coaching strategies to supervisors/agents

• Partner with Lynnwood’s director and managers, providing insights, feedback and coaching opportunities for supervisors and agents with an over 26% increase in Relate/Empathize for the center in 2017

• Co-Managed Portland Learning Lab Pilot 2016, Next Gen Quality Project (S4X) 2017, Created content, trained and launched the COACH tool across West Division

• First Master Coach hired, assisted in creating, developing and training other Master Coaches across West Division

• Create huddle content, mentor for development and supervisor facilitation at many West Division sites

• Facilitate, train and educate supervisors/agents for our S4/S4X call flow, led call calibrations

• Developed group coaching sessions, assisted cross functional group coaching sessions in other centers and scaling it across all divisions

• Co-created video displaying the customer experience in 2016

• Continued development, training and launch for the COACH tool across all divisions and development of use case studies

• Network cross functionally with different departments and across markets increasing visibility and communication

• Develop playbook content, train and launch new S4X program for West Division at many sites

• Partnered with Sales, Loyalty, Onboarding, Care

Comcast RCOE (Repair Center of Excellence) IP Technical Supervisor - Dec. 2010 - March 2015

• Mentor/develop new supervisors; coach/mentor/develop agents to meet personal, business goals and assist with Career development

• Managed multiple teams of 12-15 employees in office and virtually

• Performed in-field safety inspections and quarterly site visits for virtual agents

• Facilitated training sessions and provided peer to peer mentorship and coaching

• Assisted in career growth and development for agents/supervisors

• Facilitated GIS sessions for new hires and for new supervisor positions

• Maintained great relationships with all of leadership, agents while showing high results

• Network cross functionally with different departments and across markets

Comcast Customer Experience Agent - Sept. 2007 - Dec. 2010

• Take care of customers, troubleshooting repair issues

• Earned way to top 5 agents for sales in the center ongoing many months in a row and receiving recognition

• Assisted team as an agent in being most improved for Sales and being top 3 teams many months in a row

• Shared best practices with peers and other teams on how to care for our customers

• Earned position to work from home in Video repair and Advanced Services

• Led team trainings and meetings while leader was out acting ad team POC

• New hire POC and residency lead

• Awards for most inspirational and most positive attitude

Curves for Woman Promotions Marketing Manager/General Manager - 2003-2007

• Hire, train, mentor and coach new and tenured fitness technicians in sales, equipment usage and customer service

• Customized and presented proposals for potential business clientele and corporates working with VPs/Directors

• Managed 6 Curves locations including 50-60 employees plus managers

Key Achievements and Trainings

• Master Life Coach Certificate 2020

• Volunteer Coach for Girls on the Run Program in Seattle area and Houston area

• Nominated and selected for Know Your Value event 2017

• Assisted in leading Lynnwood call center in being #1 -20 out of 22 months

• Lead, Trained and Launched G’BYE for all West Division

• Pro coach/Pro sell certified

• Differentiated Customer Experience Certificate and certified to train the content

• Member S4 tiger team Lynnwood/ S4 Training

• Coaching using DISC/Insights training

• 2011 selected to go to Philippines for observations and next steps for our vendor partners

• Led team to be Top TSR+ in 2012

• Led team to be # 3 in Lynnwood in Q1 and Q2 2013 and in the top 10 of all 4-call centers

• Led my team to MIP for Dare to Soar program overall and for top 3 teams for Lynnwood

• Selected to manage a Virtual team 2014-2015

• Nominated for 2016 & 2017 Circle of Success Award

• Nominated and selected for Know Your Value event 2017

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