Tina Waters – Senior Vice President Of Customer Service Operations

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Tina serves as Senior Vice President of Customer Service Operations for Comcast Cable Communications, Inc.   She is responsible for customer experience strategy and tactical implementation, eCare operations, agent desktop tools deployment and enhancements.   Care employee development programs for Comcast’s call centers are a key responsibility.  Tina develops outsource partner strategy, has responsibility for managing outsource call center partnerships, and workforce capacity management.  Additionally, Tina has responsibility for consumer care inquiries, Digital Care, and customer outreach for the Office of the President.

Tina began her career with Bell Atlantic (Verizon) as Manager of Call Centers for Small Businesses in Pennsylvania and Delaware.  She then transitioned to PECO Energy as Call Center Manager for call centers serving 1.5 million customers.   Tina was able to use her operations experience to identify and share customer care best practices in her role as Practice Manager for GartnerGroup’s Contact Center Assessment service.  She also built the Customer Care practice at Software Consulting Group.

A College of Commerce & Finance graduate of Villanova University, Waters received a Master of Science in Organizational Dynamics from the University of Pennsylvania. Tina graduated from Comcast’s premiere leadership development program – Executive Leadership Forum.  Tina completed the Harvard Business School & CTAM (Cable & Telecommunications Association for Marketing) Executive Management program.  She is a member of CTAM and the co-chair for the Cable Center Customer Care Committee.  Tina is also a member and mentor for Women in Cable and Telecommunications (WICT) and the National Association of Multi-ethnicity in Communications (NAMIC). Tina serves as a Chapter Advisor for the NAMIC Board.  Tina holds Comcast’s board seat with Urban League of Philadelphia. She is also a board member of Montgomery County Headstart.  Tina is a member of the Phi Beta Omega Chapter of Alpha Kappa Alpha Sorority, Inc.

Tina has received the YMCA of Delaware Achiever award and Villanova University’s Eby Award for Outstanding Post Graduate Achievement.  In 2009, Tina was included among the Top 50 Most Influential Minorities in Cable by CableFAX magazine, and she has frequently been recognized as one of the Top 50 Most Influential Minorities in Cable and Most Powerful Women in Cable by Cableworld magazine.  Additionally, Tina received the “Movers and Shakers” award from the American Women’s Heritage Society, Inc. and was recognized by the Philadelphia City Council for this honor.  Tina is the 2005 winner of NAMIC’s Paragon Award.  Tina received WICT’s Liberty Award in 2006.  In 2007, Waters became a Class XIV Fellow of the WICT Betsy Magness Leadership Institute.  Tina was recently named as a “Woman to Watch” by Multichannel News and a “Woman of Distinction” by the Philadelphia Business Journal.

Tina resides in Plymouth Meeting, Pennsylvania with her family.

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