Led inbound account management team, with 7 supervisors and 100+ Customer Experience Representatives. Resolved bill-related inquiries and enhanced customer experience for over 8M customers of Xfinity products and services. Analyzed performance data trends to identify successes and development needs. Managed all aspects of customer environment to achieve financial targets and customer satisfaction scores. Co-led new hire staffing and onboarding program of frontline agents.

Led team of 15-22 frontline retention representatives focused on maintaining subscription levels, revenue of inbound callers, and creating upsell opportunities to over 8M divisional customers. Provided coaching and developmental feedback to motivate and engage staff. Launched Retention Department as inaugural supervisor in 2007. Grew department to 86 highly trained and skilled front-line agents, providing career path opportunities for internal employees and comprehensive interactions for customer. Improved revenue retain rate from 56% to 86% and sales rate from 1% to 3%+ by co-facilitating 8-week SavePro team training to introduce new call flow and method of customer interaction. Launched Comcast support centers in Canada and Costa Rica and co-led training, ensuring support agents were prepared and had necessary skills.