Gwen Givings

About Gwen Givings

Hello, I’m glad you found my profile. I am a proactive project manager and collaborative team leader specializing in customer care and operational optimization. Through my tenure at Comcast, I have over 22 years’ experience leading- Customer Service- Projects and Programs- Team Performance Management- Vendor Management- Technical Support Services- Bulk Account Relations- Call Center Management- Regulatory Compliance- Quality Assurance - SalesWalking together to create an extraordinary Customer Experience.This statement embraces who I am and much of what I bring to the proverbial corporate table. By nature, I am a relational person and because I take the time to understand my leadership, teams, customers (internal and external) and colleagues, I influence engagement and alignment for the business/project objectives. The people I work with trust me and know I support them from risk-taking and learning, to career development and promotion.Change is constant and I tend to be the one driving process improvements, IT implementations and customer service initiatives in order to make our environment more conducive to optimal performance and exemplary customer service. I understand how difficult it can be for others to accept and deal with change, which is why I strive to build a transparent, accountable culture. In fact, one of my greatest strengths involves being a fixer. I am continually called on to salvage failing or struggling projects and teams and this work appeals to my analytical, problem solving brain. For instance, I gained cross-functional team buy-in and collaboration to turnaround a failed corporate initiative – this project had been stalled for the last 6 years and we got it back on track and implemented. When I get involved in a broken situation, it WILL be either closed or resolved.I am here to make a positive difference for my organization, teams and our customers. And that is what we do every single day.

Experience

1. Sales Operations Manager

   Comcast

   Jan 2015 — Present · Denver, CO, US

   The most rewarding part of my work involves a solid challenge and this role, with its myriad responsibilities provides that 10 times over! I enjoy leading technical support teams and the sales operations team as we strive to improve customer service, target continual operational improvement and orchestrate IT implementations.” BULK STANDARDIZATION - Selected to turnaround this failing/stalled project. • Cultivated productive cross-functional relationships and drove collaborative efforts to analyze issues, identify solution opportunities and drive the execution roadmap.• Resolved numerous problems and led regional teams through contract fulfillment requirements, salvaging the project after a 6-year stall and fully implementing within only 2 years.CORPORATE HOUSING – Proactively identified customer care problem involving regional inconsistencies and gained support for issue resolution.• Gathered cross-regional project team and established need for solution development.• Steered communications planning and execution for new shared site digital order processing• Greatly increased operational efficiency and improved the Customer Experience.NRSA – Spearheaded bulk account customer relations improvement project.• Rallied multi-disciplinary support to eliminate gaps and create training consistency.• Resulted in a newly cohesive and inspired team that increased company credibility with customers and improved customer satisfaction.PAST PENDING – Drove solution to decrease open trouble tickets.• Reduced large volume of open trouble tickets from to 6,500.• Increased revenue by $15-30k per week.VENDOR-DRIVEN DIRECT SALES – • Spearheaded vendor training to facilitate transition to vendor-driven Direct Sales process, increasing data integrity and vastly improving business partner call metrics in 2 months.

Education

• Colorado State University Global

  Communication

  2014 — 2023