Xavier Sewell

• Encourages career development with each team member through creation and management of individual development plans
• Group Champion: Facilitates routine huddles with team focused on improving employee experience and customer experience, while also educating team on new products and services
• Develops action plans and tool to assist with coaching employees as needed
• Works cross-functionally to ensure that complex issues are resolved properly and timely
• Ensures proper follow up with customer and others as needed
• Highly organized with ability to effectively manage multiple priorities
• Comfortable managing through ambiguity and strong critical thinking skills
• Consistent exercise of independent judgment and discretion in matters of significance.

Work closely and collaboratively with the XFINITY Communities sales team and related cross-functional teams (engineering, construction, network, product) to evaluate opportunities and recommend appropriate network architecture and products

Serve as the Regional subject matter expert on the XFINITY Communities team for products, competitive technologies and network design options

Performs needs analyses for the Company and its customers and produces strategic, cost-effective solutions.

Provides timely, technical support and problem resolution for field service questions.

Supports Sales team with product modifications and engineering expertise for custom projects.

Assists representatives and customers in evaluating and selecting products.

Creates, reviews, and executes product test plans and cases, documents test progress, and reports results.

Recommends products to meet customer needs.

• Analyzed market trends, competitor performance and product strengths.
• Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
• Reviewed customer inquiries to understand project scope while managing internal delivery mechanisms.

• Provides daily coaching and feedback to team members, who are focused on customer engagement and education of products and services by inspiring trust, encouragement, motivation, and accountability
• Acts as change management liaison and change lead in communicating important business initiatives
• Communicates messages to team in positive manner that conveys connections to business strategy, customers, and employees
• Promotes positive employee relations by fostering team environment of open communication, approachability, and fair and consistent treatment of all employees within workforce dedicated to diversity
• Respond to customer escalations to understand issues and offer helpful solutions in driving customer satisfaction
• Monitored performance levels and team member activities, administered all company policies; and took appropriate action as necessary to support employee and customer-centric organization
• Celebrates and reinforces employee successes through recognition and promotion.
• Wrote and submitted reports covering different operational areas.
• Monitored daily operations for efficiency and maintenance issues.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Resolved product or service problems by clarifying customer complaints, determining cause of problem, and selecting best solution to solve problem.
• Conducted regular staff meetings to discuss customer service issues and potential solutions.
• Answered product and service questions, suggesting other offerings to attract potential customers.