Charla Perry
Atlanta
Summary
Analytical and process-driven professional with over 10 years of experience in high-volume case management, records investigation, and operational leadership. Supported by a B.S. In Justice Studies and a Paralegal Certificate, I offer a deep understanding of legal terminology, court procedures, and the ethical handling of confidential data. Proven track record in training staff, improving documentation standards, and delivering compliant resolutions in high-stakes environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Corporate Escalations: Service Recovery Specialist
Comcast
09.2025 - Current
- Manage and investigate 10+ complex escalation cases weekly by conducting fact-finding, reviewing documentation, and preparing written case summaries to support timely resolution under strict deadlines
- Collaborate cross-functionally with technical, operations, and executive teams to review case evidence, identify root causes, and recommend compliant, policy-aligned solutions
- Deliver timely, accurate resolutions under strict deadlines while adhering to procedure standards and documentation requirements
- Maintain 100% compliance with strict data privacy and confidentiality standards when handling sensitive customer records and internal investigations
Employee Resource Group (ERG) Community Impact Co – Lead
Comcast
01.2024 - 01.2026
- Spearheaded recruitment and engagement efforts for ERGs, coordinating documentation for 100+ new members annually
- Selected as one of 1,000+ applicants to evaluate corporate best practices, prepare reports, and recommend update to policies
- Collaborated with internal teams to improve onboarding materials and ensure consistent application of inclusion-related policies
Marketing Event Execution Specialist
Comcast
04.2025 - 09.2025
- Coordinated and led end-to-end planning and execution of large-scale events engaging 20,000+ customers across 8 states
- Ensured compliance with internal policies, vendor requirements, and operational risk guidelines for all events and functions
- Analyzed event data and feedback, prepared monthly reports, and provided recommendations to inform senior leadership decisions
Sales Program Strategist
Comcast
05.2022 - 03.2025
- Coordinated 200+ technology and product deployment activities, maintaining detailed project documentation and ensuring alignment across sales, operations, and technical team functions
- Served as Subject Matter Expert (SME) for sales support workflows, coaching representatives on effective tool usage, navigation of internal systems, and best practices for handling escalations
- Reviewed and analyzed 700+ issue logs in Smartsheet, identifying patterns, documenting findings and implementing risk mitigation strategies
- Increased on-time project completion by 20% by leading project kickoff calls, tracking milestones, and aligning cross-functional stakeholders for new business initiatives with clear responsibilities and timely disbursement of information
- Developed procedural training materials and manuals, clarifying policy interpretation and standard work to improve consistency across a 500-person department
Senior Technical Support Representative
Comcast
08.2017 - 05.2022
- Conducted root-cause analysis of customer complaints, surfaced trends, and presented data-driven recommendations to leadership for policy and product improvements across 8 states
- Managed 20,000+ customer accounts through CRM and ERP platforms, implementing workflow enhancements, and detailed documentation that reduced call handling times by 40%
- Led cross-functional process improvements across technician support teams, driving operational efficiency, and enhancing support delivery through automation and system optimization
- Created and maintained internal ticketing systems, establishing documentation standards, deadlines, and accountability measures
Sales Prospecting Trainer
Comcast
07.2014 - 08.2017
- Facilitated team-wide meetings to align sales goals, compliance policies, and team performance
- Achieved 135% quota attainment through personalized client engagement, and optimized sales strategies
- Designed and led onboarding programs for over 150 employees, supporting product knowledge and operational success
Education
Bachelor of Science - Justice Studies
Georgia Southern University
Statesboro, GA12-2013
Skills
- Westlaw
- Stakeholder engagement
- Cross-functional collaboration
- Risk mitigation
- Civil litigation
- Regulatory compliance
- Document drafting
- Records management
- Legal citation
- Legal research and analysis
- SharePoint
- Google Suite
- Microsoft Office Suite
- Case management
- Excellent communication
- Team collaboration
- Case resolution
Websites
Certification
- Paralegal Certificate, Emory University, 01/26
- Scrum Master Certification, Scrum Alliance Inc., 01/23
- Asana Project Management Certificate, Emory University, 01/22
Technical Tools
- Salesforce
- Tableau
- Asana
- Smartsheet
- Jira
- SharePoint
- Google Suite
- Microsoft Office Suite
Timeline
Corporate Escalations: Service Recovery Specialist
Comcast
09.2025 - Current
Marketing Event Execution Specialist
Comcast
04.2025 - 09.2025
Employee Resource Group (ERG) Community Impact Co – Lead
Comcast
01.2024 - 01.2026
Sales Program Strategist
Comcast
05.2022 - 03.2025
Senior Technical Support Representative
Comcast
08.2017 - 05.2022
Sales Prospecting Trainer
Comcast
07.2014 - 08.2017
Bachelor of Science - Justice Studies
Georgia Southern University