KIRA J DAVENPORT-TANNER
MANCHESTER,NH
Summary
Strategic, results-driven leader with over a decade of excellence in business operations, customer experience, CRM optimization, and business transformation. A top performer with a track record of driving revenue growth, operational efficiency, and cross-functional collaboration. Adept at leading high-impact teams, pioneering process improvements, and executing data-driven strategies that boost performance. Recognized for visionary leadership, innovation, and delivering measurable results in customer experience, sales, and product support.
Overview
14
14
years of professional experience
Work History
SUPERVISOR | SALES SUPPORT | SMB | ENTERPRISE
COMCAST BUSINESS | NBC UNIVERSAL
03.2022 - 06.2024
- Engineered transformative employee engagement initiatives , fostering a high-performance, inclusive workplace across multiple teams and departments.
- Revitalized a disengaged tenured team , cultivating a culture of collaboration, psychological safety, and continuous improvement—boosting eNPS scores and overall job satisfaction.
- Earned company-wide recognition through 'Your Voice' spotlight as a top leader in cultural transformation , employee engagement, and advocacy for workforce well-being.
- Drove interdepartmental synergy , aligning cross-functional teams to accelerate goal achievement and eliminate operational silos.
- Developed future leaders through customized training programs , strengthening professional growth and career advancement opportunities.
- Mitigated employee turnover by fostering a dynamic, supportive work environment and implementing structured performance feedback mechanisms.
- Spearheaded company-wide engagement programs, launching structured onboarding experiences, employee recognition initiatives, and executive-led communication strategies.
- Designed and executed high-impact internal communication strategies , ensuring alignment between employees and corporate objectives.
- Crafted compelling messaging for executive announcements, company-wide updates, presentations, and all-hands meetings.
- Founded and led ‘UMatter' , the first-ever executive-backed morale and engagement committee , championing workplace well-being through:
-Monthly events and recognition programs.
-Transparent feedback channels
-Liaison to bridge leadership & frontline - Conducted enterprise-wide employee sentiment analysis , leveraging surveys, focus groups, and feedback data to design targeted engagement solutions.
- Developed BI dashboards and analytics platforms to track workforce engagement trends, performance metrics, and process improvement opportunities.
- Revolutionized CRM workflows by implementing a Salesforce Case Management system , achieving 100% adoption across the Western New England region in under 60 days.
- Designed and launched the first Sales Support SharePoint Knowledge Hub , streamlining information access, process standardization, and training efficiencies.
- Pioneered customer engagement pilot programs, driving measurable NPS improvements and reducing service resolution time by 15%.
- Directed a cross-functional pilot initiative with Order Management leadership, reducing construction completion timelines by 20% and eliminating operational bottlenecks.
- Overhauled order management processes , boosting clean order acceptance by 50% and cutting escalations by 35%.
- Implemented automation enhancements within Salesforce and CRM systems , slashing manual data entry errors by 40% and optimizing sales pipeline efficiency.
- Led high-impact billing migration projects, reducing errors by 20% and standardizing account management protocols.
- Executed strategic financial planning and forecasting , contributing to a 15% revenue increase by optimizing product management and operational efficiency.
- Launched leadership development and mentorship programs, improving talent retention and accelerating career progression.
CORPORATE SALES TRAINER | NATIONAL
COMCAST BUSINESS | NBC UNIVERSAL
11.2016 - 07.2019
- Ranked #1 Corporate Trainer nationwide , maintaining a 95% promoter score for training effectiveness.
- Led the largest new hire onboarding program in Comcast history , training over 500+ employees and leaders monthly .
- McKinsey & Co. Certified Corporate Facilitator under the Raising the Bar Initiative , driving continuous learning and consultative selling strategies.
- Developed and piloted new training methodologies across multiple divisions, ensuring seamless integration and adaptation.
- Facilitated large-scale workforce training , including consultative strategy sessions, Salesforce CRM adoption, and process standardization.
- Designed and implemented custom corporate sales training programs tailored for industry-specific markets , resulting in measurable performance improvements.
- Streamlined the onboarding process for new employees , significantly reducing time-to-productivity.
- Developed and led role-playing exercises and real-world simulations , enhancing team adaptability and sales success rates.
- Increased overall sales performance through innovative training techniques and interactive workshops.
- Enhanced customer satisfaction ratings by delivering customer-centric sales approaches and consultative strategies.
- Empowered employees with comprehensive product knowledge training , improving confidence and sales effectiveness.
- Established and maintained open lines of communication between trainers and management teams , ensuring strategic alignment.
- Conducted continuous coaching and mentoring sessions , providing personalized development plans for employees.
- Created and implemented a mentorship program , pairing experienced staff with new hires to accelerate their learning curve.
- Developed effective assessment tools to measure trainee progress, using data-driven insights to refine future training.
- Maintained a strong understanding of industry trends and market shifts , ensuring all training materials remained current and competitive.
- Partnered with HR to facilitate recruitment promotions at job fairs and community events , driving top talent acquisition.
- Led refresher courses for seasoned employees , reinforcing product knowledge and sustaining high professional standards.
- Designed engaging presentations on advanced sales strategies , equipping teams with best-in-class techniques for closing deals.
- Established a culture of continuous learning , fostering professional growth through structured coaching sessions and training initiatives.
SALES SUPPORT EXECUTIVE | NORTHEAST
COMCAST BUSINESS | NBC UNIVERSAL
03.2012 - 06.2016
- Assisted as Team Lead and onboarded all new hire Sales Support Representatives (SSRs) during major expansion , ensuring structured training and seamless integration.
- Fully supported SMB Solution Sales Teams and Enterprise Sales Teams , handling 30+ cases daily with a 99.9% score of excellence in completion.
- Proactively created pre-install reporting and dashboards for leadership and teams, initiating engagement with other departments when customer deadlines were at risk.
- Designed and implemented a cross-departmental engagement strategy , ensuring seamless alignment between sales, operations, and fulfillment teams.
- Coached and mentored peers , developing customized onboarding curriculums, including support shadowing programs for new hires and sales representatives.
- Shadowed every departmental role to understand the full lifecycle of an order , participating in:
Tech ride-outs to install services firsthand.
Fiber installation projects in skyscrapers to observe infrastructure complexities.
Construction site visits to oversee build-out phases and timeline adherence.
Cross-functional shadowing with top-performing contributors to optimize order flow and service quality. - Led training sessions and breakout classroom huddles for remote tenured sales reps , facilitating deeper engagement and cross-team collaboration.
- Developed and maintained internal knowledge-sharing resources , streamlining access to best practices and process updates across teams.
- Achieved and exceeded quarterly and annual performance goals.
- Mentored and ramped-up new hires in one week , cutting onboarding time in half.
- Developed and launched the first-ever onboarding program for new hires.
- Recognized as a Top Performer : Two-time winner of the Extra 212 Degree Sales Support Award (2014, 2015).
- Managed executive-level customer escalations , ensuring timely and effective resolutions.
- Optimized internal case management workflows , increasing efficiency by 40%.
INSIDE SALES REPRESENTATIVE
COMCAST BUSINESS | NBC UNIVERSAL
11.2011 - 12.2012
- Maintained top-tier sales performance , exceeding monthly quotas in revenue and customer acquisition.
- Developed strong working relationships across departments, ensuring seamless customer experiences.
- Provided consultative sales solutions , increasing customer satisfaction and brand loyalty.
- Built diverse and consistent sales portfolio.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Contributed to event marketing , sales and brand promotion.
- Boosted lead conversion rates by conducting thorough needs assessments, identifying opportunities for upselling and crossselling.
- Facilitated improved communication between the sales team and other departments to ensure a cohesive approach to business growth strategies.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Excelled in utilizing CRM software to maintain detailed contact logs and account records.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Served as product expert for leadership, peers and customers
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Presented professional image consistent with company's brand values.
Executive Account Manager
PC Connection
08.2010 - 11.2011
- Mastered industry knowledge to provide effective IT solutions during 50+ daily cold calls , elevating customer trust and driving a 5% increase in follow-up inquiries.
- Consistently exceeded sales targets averaging over 110% to sales goals
- Drove revenue by developing multi-million dollar contract sales.
- Maintained a deep understanding of industry trends, providing valuable insights to both clients and internal stakeholders.
- M anaged Fortune 50, 100 accounts to retain existing relationships and grow share of business.
- E ngaged in product training , demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Coordinated sales presentations tailored to individual client needs, showcasing company offerings effectively.
Education
Bachelor of Arts - Communications | Business Management
Curry College
Milton06-2008
Skills
✔ Customer Experience Optimization
✔ CRM Mastery (Salesforce Expert)
✔ Strategic Planning & Forecasting
✔ Data Analytics & Dashboard Design
✔ Process Improvement & Efficiency
✔ Public Speaking & Corporate Representation
✔ Revenue Growth & KPI Optimization
✔ Enterprise-Level Training & Curriculum Development
✔ Digital Transformation & Knowledge Management
✔ Cross-Functional Training & Shadowing Programs
✔ Sales Flow Optimization & Backend CRM Development
✔ Employee Morale & Engagement Initiatives
✔ Fundraising & Community Engagement
✔ Organizational Change & ERG Leadership
AWARDS & RECOGNITION
✔ #1 Nationally Ranked Corporate Trainer
✔ Tomorrow's Visionary – Harvard Leadership Program
✔ Excellence in Leadership Award – Comcast Business
✔ Future C-Suite Leader
✔ True Grit Presidential Award – Comcast & NBC
✔ Your Voice Spotlight – 'She Is Empowerment' (Interview)
✔ Key Speaker – 'Best In Class – Customer Experience' (MGM Studios – CB Kickoff)
✔ Brand Ambassador Award
✔ Northeast Division Excellence Award
✔ Extra 212 Degree Sales Support Winner
✔ Presidential Recognition for Founding 'UMatter' Employee Engagement Initiative
✔ Innovator Award for Sales Support CRM & Process Transformation
✔ Community Impact Award for Fundraising & Employee Assistance Efforts
✔ Diversity & Inclusion Champion – ERG Leadership & Advocacy
✔ Outstanding Service Award – Volunteerism in Comcast Cares Day & Charitable Efforts
Timeline
SUPERVISOR | SALES SUPPORT | SMB | ENTERPRISE
COMCAST BUSINESS | NBC UNIVERSAL
03.2022 - 06.2024
CORPORATE SALES TRAINER | NATIONAL
COMCAST BUSINESS | NBC UNIVERSAL
11.2016 - 07.2019
SALES SUPPORT EXECUTIVE | NORTHEAST
COMCAST BUSINESS | NBC UNIVERSAL
03.2012 - 06.2016
INSIDE SALES REPRESENTATIVE
COMCAST BUSINESS | NBC UNIVERSAL
11.2011 - 12.2012
Executive Account Manager
PC Connection
08.2010 - 11.2011
Bachelor of Arts - Communications | Business Management
Curry College
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