Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cathy M. Stanton

Venice,FL

Summary

A results-driven and accomplished customer experience leader with a demonstrated history of success in contact center operations, product positioning, customer experience, DEI, and employee engagement. Experienced in leading successful teams, supporting and servicing customers, training and developing staff, and collaborating cross-functionally. Proven aptitude for driving strategies and solutions to ensure customer satisfaction, drive quality, and achieve and exceed goals.

Overview

22
22
years of professional experience
1
1
Certification

Work History

CXSO Xfinity Communities Supervisor

Comcast
01.2010 - 12.2023
  • Orchestrated coaching and motivation of diverse teams to consistently provide VIP customer experiences for Xfinity HOA communities.
  • Maintained exceptional performance in key performance metrics, including Quality, Productivity, Reliability, Service Level, and subscriber product growth.
  • Facilitated comprehensive training programs on new products, services, and digital applications resulting in heightened product ambassadorship for team and self-service options for customers.
  • Attained exceptional results in the annual "Your Voice Employee survey" with a 93% favorability rating in 2023.
  • Recognized with the prestigious "Awesome Award" for achieving highest Voice of the Customer Quality results.
  • Successfully launched and implemented the Net Promoter Program, consistently achieving high Transactional Net Promoter Scores and Employee Net Promoter Scores.
  • Conducted impactful Team Huddles to enhance morale and overall customer and employee satisfaction.
  • Led the successful transition of call center teams from brick and mortar to a remote setting.

Customer Service Supervisor

Comcast
01.2005 - 12.2010
  • Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
  • Innovatively created and managed engaging sales contests and incentives, driving significant increases product growth and revenue.
  • Developed and mentored team members through Career Advance program, contributing to significant employee career progression.
  • Collaborated with other departments to address recurring customer concerns, improving overall customer experience and loyalty.
  • Coached and supported sales, technical repair, and billing representatives through day-to-day work and complex problems.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.

Supervisor, Customer Service

Express Scripts
01.2002 - 12.2004
  • Directed and cultivated high-performing teams to answer health benefit eligibility inquires from a variety of Health Care Providers.
  • Oversaw and effectively managed specialized credit compliance team, ensuring adherence to regulatory standards.
  • Spearheaded comprehensive training initiatives and continuous career development programs for team, fostering culture of excellence.
  • Drove collaborative efforts within team, actively sharing best practices that contributed to achievement of desired results and performance targets.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.

Education

Some College Coursework - Business Administration, Computer Science

Erie Community College
Buffalo, NY

Vocational Certificate - 2 Year Course - Data Processing

Erie 1 BOCES
Buffalo, NY
05.1987

Skills

    • Coaching Conversations
    • Conflict Resolution
    • Sales Leadership
    • Effective Communication
    • Growth Mindset
      • Thrive: Essentials for Leaders
      • Team Manager Training
      • Employee Relations Skills for Leaders
      • HIPPA / PHI
      • ADCAR / Change Management

Certification

  • Microsoft Office Suite: Word, Excel, Powerpoint, Outlook
  • Collaboration: Sharepoint, Google Drive, Docs, Workflow
  • Virtual Meetings: Teams, Zoom, WebEx, Skype
  • Online Chat: Zendesk (Agent Of The Future)
  • Order Entry: ASCR / CSG
  • Quality: Medallia, Qualtrics (Net Promoter Score), Verint, AI Machine Learning


Timeline

CXSO Xfinity Communities Supervisor

Comcast
01.2010 - 12.2023

Customer Service Supervisor

Comcast
01.2005 - 12.2010

Supervisor, Customer Service

Express Scripts
01.2002 - 12.2004

Some College Coursework - Business Administration, Computer Science

Erie Community College

Vocational Certificate - 2 Year Course - Data Processing

Erie 1 BOCES

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Cathy M. Stanton