Cheryl Y. Lanier
Experienced customer experience and operations leader
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About
Experienced customer experience and operations leader with 30+ years at Comcast, driving performance across technical support, employee experience, retail operations, and finance. Proven ability to lead large teams, improve operational efficiency, and deliver high-impact customer outcomes. Known for strong communication, problem-solving, and cross-functional collaboration in fast-paced, customer-centric environments.
Experience
XM Technical Solutions Experience Specialist (SME) - COMCAST CABLE - Virtual, FL
(2024-01)
Serve as primary point of contact for customers, vendors, and internal technical teams to manage service installations and escalations.
- Identify risks, issues, and process gaps impacting timelines and service delivery; drive resolution through cross-functional coordination.
- Facilitate project meetings and provide clear status updates, reporting, and communication to stakeholders.
- Ensure accurate order flow by partnering with sales, engineering, operations, and IT teams.
- Deliver best-in-class customer experiences while meeting productivity, quality, and performance metrics.
Supervisor – Employee Experience - COMCAST CABLE - Virtual, FL
(2021-01 - 2024-12)
Managed attendance and timekeeping operations for 300+ frontline employees, ensuring compliance with company policies and labor standards.
- Oversaw FMLA, LOA, ADA processes, and return-to-work coordination.
- Conducted audits of payroll adjustments, ensuring accuracy and compliance.
- Analyzed workforce data to identify trends and improve real-time adherence and operational efficiency.
- Maintained strict confidentiality while managing sensitive employee data and HR-related activities.
Xfinity Retail Store Manager - COMCAST CABLE - Stuart, South Bay, Okeechobee, FL
(2013-01 - 2021-12)
Led operations across three retail locations, driving sales growth, customer satisfaction, and team performance.
- Developed and implemented sales strategies and incentive programs to exceed RGU goals.
- Managed hiring, onboarding, training, and performance management of staff.
- Acted as interim Market Manager when needed.
- Achieved 98.6% eNPS participation and perfect scores (100) across key engagement categories (2020).
- Recognized as Comcast ELITE Winner (2015).
Supervisor, Customer Account Executive - COMCAST CABLE - West Palm Beach, FL
(2011-01 - 2013-12)
Led and coached customer service teams to meet service level, quality, and productivity goals.
- Conducted real-time call monitoring and performance coaching to improve customer interactions.
- Managed employee development plans and career progression.
- Promoted positive employee relations through consistent communication and leadership engagement.
Assistant Supervisor, Customer Account Executive - COMCAST CABLE - West Palm Beach, FL
(2009-01 - 2011-12)
Provided frontline leadership support and operational oversight.
- Achieved #1 ranking in repair queue performance.
- Completed Temporary Supervisor Program and prepared for leadership advancement.
Financial Analyst - COMCAST CABLE - Miami, FL
(2008-01 - 2009-12)
Accounts Payable/Receivable Coordinator - COMCAST CABLE - Miami, FL
(2005-01 - 2008-12)
Cash Management Analyst - COMCAST CABLE - Miami, FL
(2004-01 - 2005-12)
Assistant Front Counter/Back Office Supervisor - COMCAST CABLE - Miami, FL
(1998-01 - 2004-12)
Customer Service Representative - COMCAST CABLE - Miami, FL
(1995-01 - 1998-12)
Education
MBA - Management & Accounting/Finance - American InterContinental University
BA - Business Management - Florida Atlantic University
AA - Business Administration - Miami Dade College
