Eric Bennett

Experience

• 

  Clear Channel Radio Madison

  Jan 2008 - Dec 2008

  Account Executive

  Created a local account base of 15 accounts through business to business cold calling and networking and refferrals. Helped design and implement marketing plans for local businesses by finding their strategic place within the local marketplace. Achieved this by writing scripts for on-air commercials and producing on-air and online ads. Analyzed client’s budget to help maximize client’s exposure. Created special promotions and cross-selling opportunites between multiple clients

• 

  Aflac

  Feb 2009 - Nov 2010

  Coordinator in Training

  I am a Coordinator in Training whose responsibility is to reach out to business owners and show them how Aflac can help their business at no cost to them and will even save them thousands of dollars in taxes. Aflac offers a variety of products including Short-Term Disability, Life and Dental that pay cash directly to the policy owner in case of a sickness or injury.

• 

  TDS Telecommunications LLC

  Nov 2010 - Aug 2013

  Sales Consultant

  I work with new and existing customers to help build a suite of telecommunications products that best fit their needs and budget

• 

  Comcast Business

  Mar 2014 - now

  Lead a geographically diverse cross functional team of program managers, product owners, business analysts and systems analysts responsible for identification, development and deployment of process, policy, systems, and product solutions. The team owns end to end solutions that drive service agent efficiencies and increased customer satisfaction. • Created yearly roadmap of process/technology initiatives to maximize impact to established KPIs (first call resolution, average handle time, escalation rate, digital/self-service adoption and NPS scores etc.) while taking into consideration technical dependencies, risks, and ROI.• Prioritize, draft, and tracks requirements for onshore/offshore development teams from solution inception through end user implementation. • Supports multiple technologies including a proprietary application which is the primary tool utilized by the customer support teams. The tool is utilized by 15K agents and has 70K account loads agents per day.• Managed relationship with internal and external technology partners, stakeholders, Sr. leaders and end users to ensure alignment on strategy, methodology and timelines.• Provided end-to-end Care solutions including impact assessments, support model recommendations, process flows, business/technical requirements, change management, and training within desired release timeframes to support new products, features and solutions that meet the care agent and customer needs. • Defined and executed the customer support model for 5+ product portfolios across multiple customer segments.• Developed and implemented monthly enhancements to improve customer satisfaction, reduce operational costs, and drive revenue growth.• Mentored and developed team members to grow their skills and capabilities. Show less Led a team of agile product owners and software developers to enhance end to end process flows via the implementation of automated solutions, swivel reduction and data driven decisions. • Managed large-scale, cross-functional programs and initiatives to drive operational efficiency and improve customer satisfaction.• Developed the customer support plan and collaborated with Executive leadership to operationalize the Comcast Business response to Covid 19• Operationalized a new customer support model to support Comcast’s program to open educational centers in the communities we serve.• Managed large-scale, cross-functional programs and initiatives to drive operational efficiency and improve customer satisfaction.• Based on end user feedback, data analysis and UI/UX principles, re-engineered the primary agent facing support platform. Responsible for process and solution requirements definition through end user training and deployment. Increased end user NPS score by 66+ points.• Mentored/Coached new team members to grow their skills and increase productivity. Show less Provides customer and internal escalation support for advanced telecom and network related issues supporting the SMB portfolio of Comcast Business products. • Responsible for working technical support tickets from frontline agents troubleshooting to identify appropriate resolution for services such as broadband, Wi-Fi, and voice with primary emphasis on a quality first ticket resolution.• Designed new center wide process for telephone number transfers between Comcast SMB accounts which led to a 70% reduction in customer calls into service assurance for this call type. • Supported a technology migration project and helped keep the customer contact rate below 1.5%. Show less

  • Manager Project Management

    Nov 2021 - now

  • Senior Program Manager

    Apr 2019 - Nov 2021

  • Program Manager

    Mar 2017 - Jul 2019

  • CAE 4-3 / Tier 2 Advanced Repair / Tier 1 Customer Service Representative

    Mar 2014 - Jul 2017