Current Responsibilities- Executive Escalations Team providing technical and billing support, Xfinity 2Go and SIK escalation specialist. Resolve and ESL Analyst - duties include reporting for Resolve ticketing system and ESL Service levels. Work with leadership on developing, compiling and publishing training documentation for the new Resolve ticket types. Review wireless adjustments in the Neptune billing system for accuracy and approve valid adjustments. Work with the national Calvary triage team on correcting SIK fallout errors in Symphony. Assist the local IS team with Remedy tickets by correcting CSG billing errors. Provisioning CDV and wireless SODI tasks. Work with the national wireless team and vendors on correcting billing errors and equipment disputes.
Help Desk- Our team provides support for customer account executives, duties include: closing work orders, completing CDV provisioning, adding/moving equipment and resolving APT tickets. We also work with regional and national support teams to find solutions for e-mail, HSI, billing and CDV system errors. Our support enables the representatives to serve our customers more efficiently and provide first call resolution.
Executive Escalations- Worked as a liaison for customers whose complaints had risen to the division and corporate levels. My duties included working management and senior leadership on internal processes to provide quick and effective resolution for these customers. This also afforded me the opportunity to upgrade and sell new services once the issues were resolved. I have been commended by vice presidents, – more... managers and supervisors for my performance and dedication to our customers and Comcast.
High Speed Internet Customer Account Executive- Provided technical support to our internet customers. Duties included: trouble shooting DHCP connectivity, POP 3, SMTP email issues, provisioned modems, created email accounts, troubleshoot browser issues and educate our customers on the additional programs and features included with our service. – less