Comcast announced that it has hired Mike DeCandido, formerly head of Bank of America's customer service and support operations, as senior vice president of call-center operations.
DeCandido, who started with Comcast in March, reports to Rick Germano, senior vice president of national customer operations. DeCandido has more than 20 years of customer service experience, most recently serving as senior VP of customer service and support at Bank of America. Prior to that, DeCandido was chief administrative officer for Fleet Credit Card Services, which became part of Bank of America when BofA bought FleetBoston Financial in 2005.
In addition, Comcast has promoted Tina Waters, previously senior VP of call center operations, to the newly created role of senior vice president of human performance. In that role, Walters is responsible for learning and development in the customer-operations group. Waters, who joined Comcast in 2000, reports to Germano and Ron Phillips, senior VP of employee engagement.
"Tina and Mike's appointments reflect our continued focus on providing a superior customer experience," Germano said in a statement. "They each have tremendous experience in building the type of environment where employees can provide consistent, high-quality interactions with customers every day."