I'm the Director for Comcast Business Services, Northeast Division, Service Delivery Coordination. My team manages the service delivery experience for business class customers: building service orders in our various back-end systems, coordinating customer install appointments, and ensuring a smooth, trouble-free installation / turn-up experience. My job is to find ways to make my team better. Mostly that's about upgrading outdated tools, simplifying business processes, identifying areas for automation / system integration, and training highly responsive, customer-focused teams.

I'm also the Salesforce.com SME (Subject Matter Expert) at Comcast. I work closely with our in-house Force.com Development Teams and Admins, as well as various consultant agencies we work with, finding ways to improve and extend our deployment of Salesforce.com.