Meet Sheena: Customer Service Strategy and Operations Manager

Sheena is the program manager for CAREERADVANCE, a development program for Comcast customer service agents that helps them develop professionally and provides performance-based opportunities to progress their careers.

What does a typical day look like for you?

I wake up at 6:30 a.m., drink some water and do a pre-workout. To stay safe during COVID, I work out in my apartment for 40 min to an hour, depending on what my focus is. After I get dressed and ready for the day, I write my to-do list and knock them out by priority or how long it takes to complete a task. I follow two separate schedules on a daily basis: my current role as the PM for CAREERADVANCE and Co-Lead for the Black Employee Network (BEN) Big South Region.

I’m currently transitioning into a new position, so my current day-to-day looks a little different than it normally would. It involves training my former teammates on my prior roles, getting them up to speed on things like how I pull data, which platforms to use, and writing and finalizing procedures. I also still attend some meetings with department leaders to make sure that everyone understands the data.

Then there's learning my new role and understanding what the person previously in the position did – and just learning the dynamic and structure of my new team. I also make sure that I balance my responsibilities for BEN as well.

How do you like to unwind?

I like trying out new restaurants and going to wine tastings. I love to be introduced to a new wine, especially if it's local. And concerts — I will go to a concert even if it's by myself! I think I got this from my mom who was also a lover of music.

I’m looking forward to getting back into traveling once we get past COVID. There are definitely a few places that I want to visit.

How can you make an impact here at Comcast?

What I love about Comcast, is that Comcast is all in when they say they're going

to do something. So that means you have to be ready because if you have a great idea, they're going to go with it.

I also have never been with a company that supported the community around them as much as Comcast. Comcast Cares Day was new for me and that type of community involvement is extremely motivating.

How has being a co-lead for BEN impacted your career development?

When George Floyd’s murder happened, I felt like people turned to us for support. We had been operating in a virtual environment since April due to COVID, and I didn’t know what to say or how to help people.

After getting on a call with leadership, they listened and allowed us to get things out in an honest way. I learned it’s more about listening and less about putting on a great event.

We learned that a lot of us just need assistance and guidance along the way, so we changed the way we did programing. We did a town hall for back-to-school parents. We got in a few listening sessions with a few professionals. One of our Atlanta market leads brought in his wife, who did a pro bono therapy session for all of us.

It’s been an amazing journey with BEN so far and I think it’s made me a better leader and will make me a better manager.

What advice would you give to junior colleagues at Comcast?
Don't be afraid to walk into someone's office. Everybody can provide some insight into what you're doing. Don't be afraid to fail — there's no such thing as a bad question or a stupid question. I am inquisitive and I think wanting to know more and being hungry for information about the company and our industry goes a long way. No one knows what you can do unless you show them, so get in front of people. Don't be afraid to ask questions. If you're at the table, say one thing, just one thing. Don't be afraid to raise your hand.