Dennis Phinney - Supervisor
I have had the distinct pleasure of working with James McDonald II for the past several years in Comcast’s Advanced Repair division of its National Centers of Excellence. I cannot say enough about the value James has brought to the team during this period! As a new hire, James was able to identify inefficiencies in our work flow and immediately built a Microsoft Excel based program that worked as an overlay with several of our existing systems and resulted in improved accuracy at a transactional level as well as reduced average handle time for our inbound call agents. James helped me personally in managing our back office tasks by building several useful search queries in our ticketing system which helped to streamline our escalation process.
James was consistently called upon by our leadership team as a subject matter expert and volunteered his exemplary services to help care for many of our most difficult ongoing escalations. Through his knowledge and empathy he routinely found success in de-escalating difficult customers and driving final and accurate resolutions for their concerns. Due to these skills he was often asked to lend his assistance in training peers and new hires both on the floor and in the classroom. James’ consistently positive attitude, aptitude and integrity make him an outstanding addition to any team and I do not hesitate to provide my strong recommendation for his consideration.
Contact information provided on request.