Patrick Dunn

Experience

1. Senior Director, Customer Experience Strategy & Operations

   Comcast

   Dec 2019 — Present

   Leads a team responsible for customer experience deployment strategies across all platforms for video, Internet, programming, content, hardware, digital new product enhancements and joint ventures for over 30 million consumers. Creates executive leader reports and presentations that measure call, social, and chat volume, voice and chat analytics, customer sentiment and NPS analysis. Utilizes business intelligence data to properly forecast customer contact rates, create staffing models, and provide cost impacts on all programming and video initiatives. Directs the formulation of customer experience strategies and initiatives and assures their alignment with Engineering, Business, Legal, Security, Marketing, and Product Management organizations. Collaborates with diverse cross-functional teams to launch innovative services, equipment, features, applications, and product enhancements to streamline and improve the customer experience. Drives processes to identify and correct gaps in the customer experience based upon operational challenges, metrics, and direct and indirect customer feedback.

Education

• University of Scranton

  Bachelor of Science (B.S.), Criminal Justice

  2002 — 2006

• University of Scranton

  Master of Business Administration (MBA)

  2012 — 2015

Skills

• Training
• Project Planning
• Management
• Quality Assurance
• Security
• Tactics
• Government Contracting
• Organizational Leadership
• Logistics
• Systems Engineering
• Program Management
• Government
• U.s. Department of Defense
• Project Management
• Manufacturing
• Earned Value Management
• Defense Contracting
• Military Experience
• Force Protection
• Engineering
• Military Operations
• Leadership
• Army
• Veterans
• Dod
• Military
• Defense
• Contingency Planning
• Active Dod Secret Clearance
• Operational Planning
• Security Clearance
• Ms Project