CAE 4, COMMERCIAL CUSTOMER SERVICE - TECH SUPPORT TIER 2
Summary
Upbeat and reliable person who thrives in changing environments. Succeeds in individual/group projects that require focus and attention to detail. Exceeds at multi-tasking by constantly reevaluating the task priority and being flexible enough to change focus. Passionate about customer service and providing an amazing experience for internal and external clients. Positively impacts working environment and team mechanics by ensuring there is good communication and positive reinforcement. Enjoys finding ways to make processes more efficient. Over 16 years of customer service experience.
Skills
16 years of customer service experience.
Proficient with Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
Able to remain amiable during challenging interactions to ensure a beneficial outcome.
Languages
Able to speak/read/write in Spanish.
Experience
CAE 4, Commercial Customer Service - Tech Support Tier 2 Manchester, NHComcast/Jun 2011 to Jan 2015
Processed and resolved escalated multi-media technology issues affecting Comcast Business Clients in the Northeast Area.
Traveled other sites in the Country to understand local practices to be able to bring them in house.
Responsible for training new hires and creating content to ensure existing agents could handle new process or changing troubleshooting methods.
Project managed multiple nation wide efforts to streamline policies and procedures.
Keep department up to date possible ticket trends and outages.
CAE 2 - Business Services Support Professional Manchester, NHComcast/Aug 2009 to Jun 2011
Educated Business clients about the Comcast services and assisted with Phone, TV and Internet issues.
Received multiple awards for great customer service which lead to working for 2 months on a specialized escalation team that dealt clients who had contacted the FCC and Attorney General regarding their issues.
Participated in multiple focus groups to assist with new process roll outs and migrations of service.
Consistently evaluated current practices and provided proposals to streamline the agent and customer experience.
eCare Residential Specialist Manchester, NHComcast/Dec 2006 to Aug 2009
Assisted 2 live customers via chat and 1 via email simultaneously regarding their Comcast service.
Very fast paced environment which required multi tasking and the ability to swivel chair between interactions very quickly and efficiently.
Assisted with the Internet view process since it required a high level of technical skill as well as impressive self awareness to tone in written communication.
Handled corporate escalations that needed some one with great customer service skills and technical knowledge.
Provided suggestions on current processes and pre-scripted responses to ensure that all issues were addressed as efficiently as possible.
Part of multiple monthly nation wide meetings to ensure a standard among all the eCare customer service being provided by Comcast.
Owned my own learning experience. Ensure that I was always aware of new technologies in the market place as well as fully aware of any new policies and procedures before the rest of the team.
Residential Customer Account Executive Chelmsford, MAComcast/Nov 2003 to Dec 2006
Helped customers with billing and technical issues regarding their Comcast cable service.
Member of a select group of representative that assisted with the Spanish clients.
Focused on staying up to date with the newest technologies and Comcast processes in order to provide a moment of excellence to our customers.
Most of my interactions were rated as moments of excellence which is the highest rating Comcast provided to employees at the time.
Supported my peers with challenging situations and worked on escalated calls to ensure a successful resolution.
I excelled on my job responsibility which allowed me to participated on multiple projects and focus groups.
Responsible for ensuring that all the payments taken in the call center were released for processing on a daily basis.
Received many awards and recognition, some nominated by peers, leadership or customers for the level of assistance provided.
Business Services Care Trainer Hudson, NHComcast/Feb 2015 to Current
Work with leadership to ensure their new hire and incumbent agents are fully qualified to assist business clients and provide an excellent customer experience.
Manage the new hires daily learning experience as well as training environment. Classes are normally 7 weeks long and contain 12-15 learners.
This role requires extreme attention to detail to ensure every topic has been covered and to ensure all learners are getting the correct accreditation for classes completed. It also requires flexibility since most policies and procedure changes can happen mid training.
It also requires a lot of body language knowledge and awareness of the surrounding to ensure that the participants are engaged and able to process the concepts delivered. Need to change delivery method depending on learning styles present.
Document and address any behavioral issues from participants. Ensure that the local leadership and Human Resources are aware of anything that may require their collaboration.
Occasionally I will need to create and deliver training content in Spanish, English or a combination of both.
Self motivation is a big part of this role since my leadership is located in Philadelphia and my team is located all over the country.
I am responsible for my day to day but make a point to not only focus on my needs but my team needs as well. I reach out to everyone virtually to ensure they have what they need.
Travel is required based on business needs. This requires flexibility since the local practices vary per area.
Education and Training
High School DiplomaLowell High School2000Lowerll, MA
Activities and Honors
In my free time I like to enjoy time with my family.
