Patrick Rembert
Shorewood
Summary
Customer Experience and Sales Operations Specialist with 10+ years of experience in driving cross-functional process improvements, resolving complex escalations, and optimizing service delivery. Proven ability to execute strategic initiatives that enhance operational efficiency, reduce fallout, and improve customer satisfaction. Adept at data analysis, root cause identification, and collaboration across departments to support sustainable business outcomes.
Overview
13
13
years of professional experience
Work History
Sr. Specialist, Sales Support & Deployment
Comcast Xfinity
02.2023 - 03.2025
- Led the deployment and adoption of sales enablement initiatives across Inbound Sales, Xfinity Communities, and Field Sales channels.
- Conducted root cause analysis to resolve order entry issues and fallout scenarios, improving overall process adherence and customer satisfaction.
- Created and maintained sales support documentation, including training modules and knowledge articles, enhancing rep effectiveness.
- Collaborated cross-functionally with sales leaders and operational teams to implement and refine tools, policies, and escalation processes.
- Provided direct support and real-time issue resolution to frontline teams, ensuring accuracy in order processing and compliance.
Community Account Representative 3
Comcast Xfinity
12.2017 - 02.2023
- Built strong relationships with property managers to drive product penetration and subscriber growth across assigned multi-dwelling units (MDUs).
- Managed ongoing customer care escalations, acting as liaison between customers and internal departments to resolve service and billing issues.
- Delivered insights to Sales Operations and Marketing for campaign adjustments based on customer feedback and fallout trends.
Specialist 3, Sales Operations
Comcast Xfinity
04.2015 - 12.2017
- Trained sales representatives on order entry best practices, system updates, and policy compliance across multiple sales channels.
- Handled escalated customer cases involving serviceability, porting, and order discrepancies, reducing fallout through efficient resolution workflows.
- Conducted operational reviews and shared performance feedback with leadership, contributing to data-driven process improvements.
Xfinity Home Consultant Supervisor
Comcast Xfinity
03.2014 - 04.2015
- Managed a team of Xfinity Home consultants responsible for order accuracy and appointment readiness, decreasing installation fallout and missed visits.
- Partnered with Technical Operations to provide onboarding and compliance training, ensuring alignment with product and process standards.
- Monitored team KPIs and coached performance to align with operational and service quality benchmarks.
Coordinator 3, Sales Operations
Comcast Xfinity
06.2012 - 03.2014
- Triaged high-volume escalation tickets from multiple channels including serviceability checks, porting requests, and appointment conflicts.
- Collaborated with provisioning, dispatch, and tech ops to expedite issue resolution and minimize customer impact.
- Supported internal audits to validate process compliance and identify training gaps.
Education
Bachelor of Science - Communications
Northern Illinois University
05.2007
High School Diploma - General Studies
Mount Carmel High School
05.2001
Skills
- Customer Experience Strategy
- Escalation & Fallout Resolution
- Root Cause Analysis
- Cross-Functional Collaboration
- Sales Enablement & Training
- Process Optimization
- KPI Monitoring & Reporting
- Operational Efficiency
- Stakeholder Engagement
Timeline
Sr. Specialist, Sales Support & Deployment
Comcast Xfinity
02.2023 - 03.2025
Community Account Representative 3
Comcast Xfinity
12.2017 - 02.2023
Specialist 3, Sales Operations
Comcast Xfinity
04.2015 - 12.2017
Xfinity Home Consultant Supervisor
Comcast Xfinity
03.2014 - 04.2015
Coordinator 3, Sales Operations
Comcast Xfinity
06.2012 - 03.2014
High School Diploma - General Studies
Mount Carmel High School
Bachelor of Science - Communications
Northern Illinois University
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