1. Elizabeth J. Phipps
19 Capano Drive Apt C2 Cell: (302)379-7507
Newark DE 19702 phipps17@comcast.net
Summary
A dedicated, innovative and self-motivated team player who thrives in independent and collaborative work environments with
seventeen years of call center experience. Proven ability to manage, drive and deliver complex cross-functional project requirements on
time and within budget. .
Experience
Operations Compliance Project Manager
Comcast HQ April 2016- Present
 Regulatory Compliance
o Develop process documents for the Regulatory Corporate Complaint team
Freedom Region Care Project Manager
Comcast June 2007 – April 2016
 CSG Conversion and Process Management
o Identified, assessed, documented work order issues to report to NED for mitigation assistance
o Created of Einstein alerts for notification regarding account build issues and resolution
o Identified and fixed SIK errors in process and communications when SIK orders plummeted; collaborated with
National and NED teams to quickly resolve the errors to restore SIK efficiency
o Conceived and created job aids regarding work orders, order entry, applying credits to ensure consistency in practices
across the Region regardless of whether Einstein alerts were available or not
o Created and facilitate leader-specific CSG training curriculum based on a lack of understanding CSG Offers and Billing
Inquiries and resolution from all team within Freedom Region
o Continueto serve as lead PM and CSG SME for all inquiries, concerns and updates
o Designed, implemented and managed custom training programs for call center Supervisors on offer strategies,
commission plans and the CSG billing system for coaching opportunities
 Project Onboarding
o Served as a lead on the Freedom Region Onboarding Project – a Customer Experience Initiative that included an
intense audit of top 20 sales agents over a three-month period
o Audited Inbound Sales calls to determine why the time to handle accounts were excessive or repeated
o Collected and analyzed call data and present results to Freedom Senior Leadership team.
o Reviewed discussion of contract terms, install fees, and developed a matrix of what agents were doing right and were
doing wrong
 Call Center Project/Process Management
o Developed a cross functional partnership and project with Freedom Check-In team to address ongoing order entry
errors across all channels / vendors to improve regional completion rates.
o Conceived and designed an online tool for call center agents to easily navigate offer for Inbound Sales, Priority, Care
and Retention that has been shared by Regional VP of CARE with peers in NED
o Develop Strategy Initiatives in collaboration with NED leadership to support CARE and Retention offers and training
o Ensure all CARE-related or impacting documentation reflects latest available information
o Create, implement and manage regional incentives and compliancevia regional budget to promote qualified sales in
the Call Centers
o Design communications to ensure CARE agents possess optimal product knowledge
o Facilitate sales training/coaching in a classroom setting and in one-on-one sessions to optimize sales results,
including needs assessment, call monitoring, development of training material and job aides.
 SPOC / SME
o Self-Install Kit champion for the Freedom working with the call centers by creating job aid, set up the call centers with
a “label” to touch/feel the equipment to provide confidence in recommending the SIK option to customers
o Self Service - promote weekly sheets about sales tips, XFINITY apps, My Account on .com, self-install kits
o Convergys-Laredo Retention Team - successfully launched the vendor handling Retention calls for the entire
Northeast Division onsite; continue to work with team through post retention launch
o Liaison between the call centers and the marketing department to ensure agents have details regarding offers
o Collaborate with NED Customer Service Strategy and Operations Team to develop training materials and facilitate
trainings for Freedom Region and the Harrisburg Call Center.

2. Education: University of Delaware Delaware Technical and Community College
Software skills: MS Word, MS Excel, MS PowerPoint, MS Publisher, MS Outlook, Keynomics