Dana Leflore
@danaleflore
Telecommunications sales-support coordinator with 15+ years resolving contracts, orders, and escalations at Comcast.
United StatesWhat I'm looking for
I’m a results-driven telecommunications professional with 15+ years at Comcast, progressing through multiple roles and increasing responsibility. My focus is ensuring customer orders move smoothly from submission through installation, while protecting compliance and service quality.
In my current Coordinator II role (Technical Product Sales Support), I support field personnel on Day-of-Job activities across multiple lines of business, validate contracts against compliance requirements, and approve or reject changes to maintain regulatory standards. I also act as an escalation point for order discrepancies, partnering across sales, operations, and engineering to deliver against SLAs and scorecard productivity/quality metrics.
Earlier, I led Business Class order coordination, retained XFINITY customers through consultative selling and troubleshooting, and supervised customer service operations. I consistently improve first-contact resolution through process improvement, clear communication, and conflict resolution—building long-term client relationships and earning recognition for retention and satisfaction performance.
Experience
Work history, roles, and key accomplishments
Support field personnel with day-of-job activities across multiple lines of business to ensure seamless order completion. Review and validate contracts for compliance, resolve order discrepancies, and deliver against SLA and scorecard productivity/quality metrics.
Facilitated Business Class customer orders end-to-end, from submission through installation, while validating contracts against compliance criteria. Partnered with senior sales teams to ensure accurate processing and reduce order errors to improve satisfaction.
Retained XFINITY customers by using consultative selling, active listening, and strong communication to address changing needs. Troubleshot and negotiated to turn at-risk accounts into long-term relationships.
Managed Business Class customer orders from submission through installation, ensuring accuracy and adherence to procedures. Validated service and contract compliance with customers to minimize errors and improve first-contact resolution.
Assisted business customers with billing inquiries, accurately processing payments and clarifying prior transactions. Guided customers through service upgrade/downgrade options and resolved issues across high-speed internet, TV, and phone with technical troubleshooting.
Developed and implemented process improvements that enhanced call center efficiency and customer satisfaction scores. Managed telephone support and escalations, monitored inbound call quality, and implemented tactics to improve customer experience.
Education
Degrees, certifications, and relevant coursework
Wayne County Community College
Associate’s Degree, Business Administration
Earned an Associate’s Degree in Liberal Arts / Business Administration from Wayne County Community College.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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