Production Coordinator at Comcast (2022-11 – 2025-04)
- Responsible for researching and tracking all West division failures to ensure service delivery.
- Utilizing great organizational skills within Microsoft Outlook, PowerPoint and Excel to create and ensure service delivery.
- Creating Salesforce cases for construction, heavy install and survey support.
- Assisting with all tasks from OA to Install and providing consistent partnering with our PM, OSS, MDM and Sales teams to provide support.
- Providing accurate and timely communication to our partners, coworkers and field operations.
Tier II Support at Comcast (2019-03 – Present)
- Working out of a ticketing queue to resolve in depth internet, voice, smart office, and billing related issues.
- Using special access tools and excellent communications to help resolve any outstanding issues the customer may be having at that time.
- Also displaying great time management skills by pivoting between queues to meet all the customer's needs as quick and efficiently as possible.
- Working closely with customer who have signal related issues giving them a white glove treatment in the process.
- Working with local maintenance, technicians and construction teams alike to resolve any issues the customer may be having at the node and headend levels of our Comcast footprint.
- Utilizing monitoring system such as MultiPing to track our customer's progress.
- Utilizing Email communication skills and verbal communication alike to check in and inform customer of current statuses regarding any new information.
Cloud Solutions Technical and Billing Support Representative at Comcast (2018-03 – Present)
- Giving top notch customer service to all customer, assisting customers with billing concerns and within the app direct hosted cloud solutions marketplace.
- Retaining customers on the cloud solutions platform and obtaining a better pricing scheme for the customer when applicable.
- Well versed within eComfax, Norton internet security, F-secure, Hostway domains and websites and webhosting, and Office 365.
- Experienced in assisting customers with Office 365 email and applications such as Outlook, Word, PowerPoint, Excel, Skype for Business, Access, and Teams.
- Handling escalations with Microsoft Directly on behalf of the customer.
- Performing various tasks for our new customer including properly positioning a customer newly purchased or previously hosted domain in order to be used with the Office 365 product.
- Providing technical knowledge to answer questions for the sales staff and customers look to purchase any new products.
- Member of the 'Your Voice' committee which helps to implement different ideas from our ENPS surveys.
- Lead on DNS points involving all escalations with customer DNS issues and setting up domains for new customers.
- Member of the Disconnected BAN Error team. This involves working billing and backend tickets on behalf of our sales staff.
Technical and Billing Support Representative at Comcast (2015-07 – Present)
- Provide excellent customer service, fulfilling customers billing and technical support needs.
- Escalate, as needed, customer issues, e.g., technician visits, tier 2 tickets, change of service tickets, etc.
- Troubleshoot internet issues for customers.
- Render expert opinion on customer's service options and recommend improvements.
- Utilize ping to obtain communication with modems, access internal programs to verify area outages, signal problems, line issues, billing system issues, status of appointment times, static Internet Protocol issues, and provide service upgrades and downgrades to television, Internet and telephone services.
- Familiar with programs such as ACSR, IMS, Order path, Café 360, Impact 360 and many more.
- Quality Assurance Intern. Reviewed and graded calls for Tier I agent's scorecards for both Horsham, PA and Miramar, FL locations.
- Change of Service team member: Upgraded and downgraded tickets that Tier I agents could not complete due to billing system errors and knowledge.
Valet Attendant at Ardmore Toyota (2015-03 – Present)
- Greeting customers with a friendly attitude, parking cars in an orderly fashion for service and customers arriving for sales, returning cars to customers, driving the company shuttle to pick up and drop off customers, often asked to pick auto parts from other dealerships and drop off auto parts to other dealerships and auto body shops.
- Great customer service, organization, time management, situational thinking.
