Customer Support Representative Resume
LOG IN OR REGISTER TO CONTACT ME
This button will open the login/register page in a new tab. After logging in, come back to this page and refresh your browser.
Resume:
Professional with several years of customer service and technical support experience, including quality control, various software testing, technical troubleshooting, client support and customer care within the call center, customer service and technical support environments. Possess strong leadership skills, a clear and concise understanding of regulatory guidelines, ability to excel in a fast paced environment, works well under pressure to meet deadlines, self-motivated, and able to perform job functions and duties with little to no supervision. Successfully partnered with multiple departments to meet customer/client goals and expectations.
Key Accomplishments
- Implemented escalations department.
- Trained and developed new hires on processes and procedures.
- Assist in supervising a team of frontline call center agents including coaching, development, performance monitoring, and training.
Professional Experience
Contact Center Solution Consultant
Kaiser Permanente, Pleasanton, CA -
- Participate in a Multi-Million dollar IVR (Interactive Voice Response) QA and system test implementation efforts involving major regions statewide for Kaiser Permanente contact call centers which involves Health Care Reform, Clinical Appointments, Member Services Contact Centers, Providers, and, Urgent Care,
- Tested quality assurance cases, test plans and checklists.
- Support user acceptance testing.
- Document software defects in HP Quality Center.
- Interact and interfaces with internal groups as part of test support activities.
Telephony Order Management Specialist -
Comcast Cable Corporation, Livermore, CA
- Answered a high volume of incoming service calls from customers.
- Performed functions of quality assurance for telephone work orders.
- Provided assistance via telephone to customer service representatives from multiple Bay Area call centers with questions concerning telephone porting issues.
- Provided telephony training to all new employees.
Senior Escalation Specialist
Comcast Cable Corporation, Concord, CA -
- Research and expedited customers’ complaints received from Bay Area call centers, Comcast Corporate office, outside agencies such as the BBC, FCC and PUC, collaborated with the appropriate department or field office for investigation and resolution.
- Responsible for offering telephone and desk-side help, as well as delivering customer satisfaction.
- Conducted training classes on how to handle escalated customers ranging from - students which decrease the work flow by %.
Quality Control Representative
Comcast Cable Corporation, Concord, CA -
- Performed quality control on daily work orders from call center representatives verifying their accuracy and completeness.
- Consistently meet and achieved all accuracy rating and goals assigned to the department of %
- Assist customers by answering all billing questions in addition to troubleshooting cable related problems and identifying outages.
Customer Account Executive
Comcast Cable Corporation, Concord, CA -
- Handle answering high volume incoming service calls from customers providing excellent customer service to current and new cable television, high-speed internet, and telephone subscribers.
- Assist customers with all billing statement questions, and credit card payments.
- Troubleshoot all repair issues and prepare work order once determined that a field technician visit is required.
- Sold Comcast products and services and assist in retaining customers.
- Exercise independent judgment and manage the escalation process as required.
Service Project Coordinator
Time Warner Telecom, Walnut Creek, CA
- Coordinated and supported the implementation of switch and data telephony service orders for local and regional customers.
- Ensure orders were correctly processed and delivered on desired dates.
- Supported the Vice President, Director, Sales Manager and Account Managers regarding customer order status.
- Generated and distribute weekly installation reports to management.
- Interfaced with Local Exchange Carriers (LEC) to ensure the timely implementation of requested service and porting issues.
- Ordered equipment required to complete customer’s switch service orders.
- Interfaced with Internal Account Managers, Sales Engineers, Circuit Designers, and Provision to resolve customer inquiries and issues.
- Conducted order processing skills training for Account Managers, and Sales Engineers.
Career Note: Also previously served as Recruiter for General Employment Customer Service Representative and Administrative Assistant for MCI, Front Office/Receptionist for Comcast
B.S. - Bachelor of Science/ Sociology, Illinois State University, Normal, IL
- Microsoft Office XP, Microsoft Windows® , and
- Kaiser Internal Systems
- Comcast Internal Systems
