Joshua Kane
Sr. Manager Comcast Business, Service Delivery / University of Arizona Global Campus
- Role
- Sr Manager Service Delivery, Comcast Business at Comcast Business
- Location
- Aurora, CO, US
- LinkedIn followers
- 500 followers
About Joshua Kane
Passionate Service Delivery leader with over two decades of telecommunications expertise, dedicated to cultivating high-performing, inclusive teams and transforming operational excellence to drive business results.
Experience
Sr Manager Service Delivery, Comcast Business
Aug 2018 — Present · Denver, CO, US
Lead direct report team of 4 Manager, 3 Supervisors, 2 Engineers and 75 frontline team members.· Accomplished initiative to decrease install time from 96 days to 18 days on failed install orders requiring specific construction resulting in improved customer experience and faster revenue.· Create departmental goals and coach supervisors to implement actionable items to drive performance and efficiencies.· Conceptualized and implemented focused strategy to minimize construction timeline after failure of installation· Established high profile team from ground up to support customers needing construction leading to increased time of service delivery and customer satisfaction.· Change managed migration of Day of Job team to new department to better to align organizational goals and streamline headcount· Mentor and develop high potential leaders to expand their existing skills with a focus on employee empowerment and promotion.· Utilize NPS system to drive customer and employee experience· Cultivated team culture reflected by an increase in employee satisfaction survey participation and results (Overall Favorability +7% to 86% engagement +5% to 92% and overall participation +6% to 99%)· Created standard operating procedures and policies playbook to drive consistency across various workstreams.· Navigated transition to WFH resulting in 9% increase in eNPS survey score
Education
The University of Arizona Global Campus
Bachelor of Arts - BA, Organizational Leadership
Skills
- Leadership
- Public Speaking
- Strategy
- Sales
- Community Outreach
- Team Leadership
- Telecommunications
- Analysis
- Team Building
- Hiring
- Customer Experience
- Customer Retention
- Customer Service
- Call Centers
- Technical Support
- Mentoring
- Training
- Customer Satisfaction
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