Customer Service Engineer

Bonnie L. Smalley

*** ******* ***. ******* *****, NJ 08069

Phone 609-***-**** / Email ******.*.*******@*****.***

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Profile: A highly dedicated professional with over 5 years of experience in the Customer Service,

Engineering, Operations, and the Social Media realm looking for a position to better serve,

educate, and “Wow” your Customer base. My unique qualifications include being on the forefront

of Customer Service in Social Media, while serving in an ever changing telecommunications field

at the largest MSO in the US. Network Operations and Engineering were are also vital

components to the Customer experience, enabling quick identification and resolution to issues. I

am seeking a position that will allow me to help grow your company’s Customer service into a

leader of quality, integrity, and standards in the industry.

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EMPLOYMENT

Customer Service Engineer - Comcast Cable Inc. January 2009-Present

1. Responsible for managing Customer correspondences via Twitter, Facebook, various Blogs,

Forums and other emerging Social Media outlets.

2. Facilitate communication between various engineering groups to quickly isolate, identify, and fix

Customer impacting issues.

4. Work with high profile Customers to maintain the the highest quality experience possible.

5. Ensure the Company image is maintained and perceived in a positive light.

6. Established Social Media policies in the workplace while also setting standards in the Social

Media community.

7. Educate Customers while helping them while reinforcing best practices.

Provisioning Analyst - Comcast Cable Inc. August 2007-January 2009

1. Responsible for managing various Customer-impacting systems and networks.

2. Provide 100% uptime, and quick resolution to any and all system issues.

3. Work with several departments to develop and deploy new systems to improve performance

company-wide.

4. Performed weekly maintenances on various servers throughout the organization while

minimizing impact to subscribers.

Customer Advocacy Group - Comcast Cable Inc. October 2006-August 2007

1. Responsible for porting phone numbers from external phone providers to Comcast.

2. Provide Customers with support during the porting process, and contact other carriers on their

behalf to ensure a smooth transition in service.

3. Coordinate technician visits with local dispatch offices making sure that there were no

disruptions in service during the transition period.

Advanced Products Support - Comcast Cable Inc. June 2005-October 2006

1. Responsible for fielding Customer complaints, problems, and other issues as they arose.

2. Primary duties included answering phone calls, resolving complex issues ranging from no

service to quirks in various systems.

3. Part of escalation team dedicated to resolving repeat issues.

4. Ensure each and every Customer gets 100% of my attention and follow through with their issue

until completely resolved.

EDUCATION

Pennsville Memorial High School - Pennsville, NJ

Graduated top 10% in class 2002

Salem Community College

Early Admissions 2000

Computer Science/IT and Network Administration 2003-2005

SKILLS

Classically trained Cellist, Music Teacher, Blogger, Technology Director for Salem County Indoor

Association 501c, Member The Society of Cable Telecommunications Engineers, Tri-M Music

Honors Society, Boy Scouts of America

ACHIEVEMENTS

2010 Winner of the Shorty Award for Excellent Customer Service.

Article in the New York Times detailing management techniques in Social Media, each and every

blog post someone has taken the time to write regarding my service to them

REFERENCES

Gladly given upon request

Contact this candidate