BALTIMORE — Comcast Cable announced that Troy Griffin has been appointed Vice President of Customer Service Strategy and Operations for the company’s Beltway Region, which includes Maryland, Virginia, Washington, D.C. and parts of Delaware and West Virginia.
A familiar face, Griffin returns to the region after leading customer service operations in Comcast’s Western New England Region for the past three years.
“It is with great pleasure that I welcome Troy back to the region. His passion for both the employee and customer experience are undeniable,” said Thomas Coughlin, Senior Vice President of Comcast’s Beltway Region. “His dedication and leadership will help us in continuing to create a culture focused on providing superb service.”
In this role, Griffin will work closely with his team to implement the company’s recently announced multi-year strategy to transform the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company.
The plan centers on looking at every decision through a customer lens and making measurable changes and improvements across the company. The core elements of the strategic plan include major investments in technology and training to give employees the tools they need to deliver excellent service; simplify billing and create better policies to provide greater consistency and transparency to customers; the renovation of stores; continued hiring of frontline employees to serve our customers; and the development of new technologies that will enable customers to interact with us how and when they want.
“I am very excited to work with this team again, and I look forward to delivering an enhanced level of service to the customers in our Beltway Region,” Griffin said.
Griffin has more than 15 years of experience in the cable industry and has worked in customer service at Comcast for the past 12 years. He returns to the Beltway Region after serving nearly three years as Vice President of Customer Service Strategy and Operations for Comcast’s Western New England Region. Prior to that, he worked as a Director of Customer Operations in Comcast’s Beltway Region, responsible for designing and implementing training programs for customer care representatives.