Michael Hopkins is a seasoned professional with over 14 years of experience in the telecommunications industry, currently serving as the Senior Director of Tech Quality & CX Support at Comcast. In this pivotal role, he leads the Regional Tech Quality & CX Support Team, which...
Michael Hopkins is a seasoned professional with over 14 years of experience in the telecommunications industry, currently serving as the Senior Director of Tech Quality & CX Support at Comcast. In this pivotal role, he leads the Regional Tech Quality & CX Support Team, which operates under three key pillars: Regional Resource Management, Business Partner Strategy, and Performance Excellence. Michael’s strategic vision is instrumental in developing and overseeing initiatives that enhance both internal and external technician support, ensuring that resources are effectively allocated for optimal performance.
His expertise in vendor management and strategic planning allows him to drive best-in-class performance metrics, enhancing the overall customer experience (CX) that Comcast delivers. Michael's commitment to exceeding customer expectations is reflected in his hands-on approach to team building and his ability to foster a culture of collaboration and innovation. He leverages his technical support background and proficiency in software installation and networking to implement solutions that streamline operations and improve service delivery.
Key projects under his leadership include the development of comprehensive training programs for technicians, utilizing platforms like Salesforce.com to enhance operational efficiency and customer engagement. By focusing on both short- and long-term resource planning, Michael ensures that the team is well-equipped to meet the evolving demands of the telecommunications landscape. His passion for people development and performance optimization positions him as a strategic innovator within Comcast, continually driving initiatives that elevate the quality of service and reinforce the company’s commitment to excellence in customer care.
