Todd Gilliam, Executive Director, Business Process Effectiveness, National Customer Service, Comcast
Gilliam partners with customer experience to develop strategic improvements and drives their execution across Comcast customer care. For example, he and his team have been at the center of efforts to improve call transfer handling, caller authentication and handling of customer moves. Additionally, Gilliam leads developing wider strategy and priorities around overall customer care improvement both in national centers of excellence and across divisional care structure.
Prior to joining Comcast, Gilliam developed call center sourcing strategy as well as managing functions across call centers including analytics & forecasting, quality, training, workforce management and supplier management for both Barclays Bank and Capital One. Earlier in his career, he gained deep experience in process engineering and product development as a management consultant and analyst in online advertising.