Cheryl Y. Lanier

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.

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)

MBA - Management & Accounting/Finance - American InterContinental University

BA - Business Management - Florida Atlantic University

AA - Business Administration - Miami Dade College