Supervisor- AV/ SMB Retention Support
Elyxxundra Barker
Comcast Business
Warminster,PA
16
years of professional experience
Supervisor, AV/ SMB Retention Support guiding Customer Account Executives through 10+ complex retention escalations per month involving disconnections, ETF reversals, and restarts for SMB retention cases. Leads 5+ coaching sessions per week, performance reviews, and training to improve accuracy and strengthen issue resolution across the team. Uses written and oral communication to support escalations and maintain consistent service standards.
Work History
Supervisor- AV/ SMB Retention Support
5 Years 3 Months- Coach 20 Tech 1/ Tech 4 /CAEs weekly to improve accuracy and confidence in complex retention cases.
- Handled 30+ customer escalations weekly involving disconnections, ETF reversals, and account restarts.
- Monitor employee performance and conduct reviews to reinforce consistent service quality and development.
- Support training initiatives that build technical accuracy and readiness across the retention team.
- Communicate clearly with internal partners and team members to resolve issues and maintain alignment.
Coord 1, Technl Prodt Sales Suppt (Acct)
4 Years 1 Month- Handled 10+ escalations weekly from multiple departments, applying escalation management and conflict resolution.
- Supported 100+ retention requests weekly for account adjustments, disconnections, and customer issue resolution.
- Served as a subject matter expert on CSG, Workbench, Webtop, advanced voice, and business-to-residential telephone ports.
- Coached teammates on internal processes and procedures to improve consistency across retention support work.
- Trained new hires and existing employees on updated disconnection processes and related workflows.
- Provided day-to-day support to retention teams and individuals to keep operations moving smoothly.
- Documented internal procedures and answered ad hoc requests from the retention department.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
Customer Account Executive
2 Years 5 Months- Supported 100+ retention inquiries monthly by addressing customer concerns and guiding disconnection resolution.
- Handled 40-50 customer cases weekly while delivering an exceptional service experience and resolving issues promptly.
- Delivered high-quality customer service by resolving account issues and maintaining a positive client experience.
- Expanded retention support by handling escalations, reversing fees when appropriate, and restarting accounts.
- Consistently exceeded departmental goals and earned recognition as a top performer.
- Resolved customer issues by coordinating with operations, billing, and technical support teams.
- Mentored teammates on account management best practices and customer engagement strategies.
Lead Preschool Teacher
3 Years- Documented student observations and progress notes to maintain clear records for instructional planning.
- Communicated classroom expectations with co-workers to support consistent routines and coordinated instruction.
- Maintained responsive family updates that supported trust, follow-through, and shared expectations around student development.
- Assisted and supervised 20+ children through entire school day.
- Led age-appropriate lesson planning aligned with early childhood curriculum and developmental milestones.
- Supervised classroom routines, maintaining safe, organized, and engaging learning environment.
- Mentored assistant teachers on behavior guidance, classroom management, and daily transitions.
Education
High School Diploma
Skills
Escalation management
Team coaching
Employee training
Performance reviews
Supervisor feedback
Customer issue resolution
Written communication
Oral communication
Internal process support
Subject matter expertise
Process improvement
Conflict resolution
Timeline
Supervisor- AV/ SMB Retention Support
Comcast Business
06.2021 - 09.2026Read More
Coord 1, Technl Prodt Sales Suppt (Acct)
Comcast Business
05.2017 - 06.2021Read More
Customer Account Executive
Comcast Business
12.2014 - 05.2017Read More
Lead Preschool Teacher
Children of America
11.2010 - 11.2013Read More
Forest Park Senior High School
High School Diploma
Read More