Director, Business Process Management Comcast
Janet Centanino is part of the Xfinity Mobile team. As part of this team, she is responsible for the business processes which help shape and define the agent and customer experience. Process documentation is a roadmap for our organization—it helps us identify the current state of a process to know how we can improve it as it outlines the steps necessary to complete a process. Doing so provides consistency for the organization and allows us to monitor and revise the processes. The goal is to learn from the implementation so one can adjust the strategy and improve the procedure. She works very closely with all teams across the business focusing heavily on the Care Operations team.
Prior to joining Comcast, Janet worked for many different organizations, mainly in the process improvement and Call center space. Her resume is widely diverse. She set up an entire central station security call center learning how to program alarm panels as well as climbing in ceilings to determine if the proper wiring was used for fire alarms. She also set up an entire coffee/espresso program for a large convenience store chain when Starbucks was entering the Philadelphia market. She was first introduced to process improvement back in the early 90’s and was hooked ever since. The ability to engage with front line associates and having a positive impact on the daily work life of associates is very rewarding.
Janet has a Bachelor’s Degree in Marketing from West Chester University and is a Certified Six Sigma Green Belt. Janet is an avid hiker and has a long bucket list of places to visit. Her goal is to hike every National Park. When she is not working, she fills her time travelling with her family and babysitting her 4 year old Granddaughter Hunter.