Tim Harkins

I am a customer experience leader with more than 20 years of experience helping organizations improve customer satisfaction, strengthen employee performance, and build lasting relationships. Throughout my career, I have developed teams, optimized processes, and resolved complex customer challenges while consistently exceeding performance goals. I believe exceptional customer experiences begin with empowered employees and clear communication.

Whether coaching teams, improving workflows, or serving as a trusted resource for customers, I am passionate about creating environments where both people and organizations succeed.

RETENTION SPECIALIST - SmartCare LLC - Middle River, MD

• Promoted to Retention Specialist after only three months in recognition of exceptional customer service performance and ability to build trust with Medicare beneficiaries.
• Served as the dedicated point of contact for members following enrollment, providing direct phone and email access to ensure continuity of service and personalized support.
• Managed an average of 100 to 130 outbound calls per day while consistently exceeding departmental productivity goals of 80 calls per day.
• Maintained retention rates in the high 90 percent range among members contacted through relationship-focused service and timely issue resolution.
• Assisted members enrolled in Medicare Advantage, Chronic Condition Special Needs Plans (C-SNP), and Dual Eligible Special Needs Plans (D-SNP), helping them understand benefits and maximize plan utilization.
• Helped members locate physicians, specialists, and dental providers within their networks while answering questions regarding benefits, covered services, and plan usage.

BRAND MANAGER - M5 Management Services, Inc. - Pelham, AL

• Built and maintained brand identity from scratch, designing logos, typography, and visual guidelines to foster customer trust and loyalty.
• Led digital marketing initiatives, including social media management (content creation, scheduling, and engagement) and email campaigns via Constant Contact, achieving 25-30% open rates and amplifying brand visibility across platforms.
• Redesigned company website in 2024 (praised by leadership for modern design), utilizing WordPress/Elementor with custom plugins to enhance lead generation and user engagement by 20%.
• Produced 50+ e-learning modules (Adobe Captivate) for clients like General Motors, integrating motion graphics, voiceovers, and interactive elements to streamline training.
• Launched and produced "Driving Insights" podcast (50 episodes), managing end-to-end recording, editing, and distribution to establish industry thought leadership.
• Directed multimedia production: Videography: Filmed/edited promotional content (Premiere Pro, Audition) for clients, including HD DVD authoring. Photography: Captured event/product shots with advanced post-processing (Lightroom, Photoshop).
• Sole designer of 100+ marketing assets, including brochures, banners, and event signage, ensuring brand consistency across print/digital platforms.
• Provided cross-platform technical support (Mac/PC) for 15+ employees, resolving hardware/software issues.

ADVANCED SOLUTIONS CENTER SUPERVISOR - Comcast - Nottingham, MD

• Supervised 15-25 Customer Account Executives (CAEs), driving team performance to exceed call center metrics for service, sales, and efficiency across Comcast's High-Speed Internet, Home Networking, Digital Voice, and Cable Television product lines.
• Elevated Customer Quality Experience (CQE) scores 16% (from 3.8 to 4.5 avg out of 5) through live call monitoring, post-call evaluations, and weekly 1:1 coaching sessions, tailoring feedback to individual needs (e.g., conflict resolution, troubleshooting accuracy).
• Improved operational efficiency by coaching CAEs on root-cause analysis and workflow optimization, reducing Average Handle Time (AHT) by 10%, hold times by 15%, and repeat calls by 20%, while ensuring high adherence to their schedules (96%+).
• Coached CAEs on tactful sales integration during customer interactions (e.g., positioning Home Networking upgrades as solutions to connectivity issues), aligning team performance with call center sales targets.
• Partnered with field operations, sales, and technical teams to resolve escalated customer issues, including neighborhood network outages and complex billing disputes, while earning two nominations for the Dan Aaron Award for leadership and mentorship.

CUSTOMER ACCOUNT EXECUTIVE II - Comcast - Nottingham, MD

• Delivered Tier-2 technical support for 30+ daily customers (High-Speed Internet, Home Networking, Digital Voice), achieving top 5% performance in performance metrics.
• Mentored 100+ new hires across 6 classes, teaching conflict resolution, account management, and technical troubleshooting.
• Selected for Road Crew Pilot Program: Collaborated directly with field technicians to resolve in-home/outdoor network issues, accelerating resolution times.

ROUTE SALESMAN - Edy's Grand Ice Cream - Columbia, MD

• Drove $2M+ in annual sales across 15-20 stores, managing 30+ premium brands (Edy's, Ben & Jerry's, Häagen-Dazs, Nestle) through strategic merchandising and freezer bunker promotions.
• Youngest in the region to achieve $2M revenue, optimizing daily routes across 30 miles to prioritize high-demand stores.
• Trained employees on inventory management and store relations, contributing to year-over-year sales growth.

COMMERCIAL ARTS - HARFORD COMMUNITY COLLEGE

HIGH SCHOOL DIPLOMA - BEL AIR HIGH SCHOOL