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Customer Service, Quality Analyst, Interpersonal Communicataion

Wilmington, Delaware, United States
November 08, 2018

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Derrick Brown

*** ******** *****

Wilmington De, 19810


Professional Summary:



Comcast – National Customer Operations ESL Philadelphia, PA

Nov 2004 Present

Quality Control Analyst

Quality Assurance.

Reviews all complaint resolutions via remedy to ensure all complaints to the office of the president have been properly resolved.

Follow-up calls to customers to ensure satisfaction.

Ensure data entered by the local escalation teams into the customer remedy tickets teams is accurate.

Manage questions and concerns for points of contacts throughout Comcast regarding the ESL Remedy System and ESL processes and procedures.


Developed the ESL Remedy System; Responsible for All Remedy Enhancements and Training

Remedy application changes and/or enhancement involves process discussions, design reviews, unit testing, user training, data gathering or conversion, and preparing for application implementation.

Maintaining data within the remedy system.

Manage the training of all POC’s and team members when it comes to Remedy Enhancements and/or changes via Webinars.

Responsible for providing basic technical support for anyone that has Remedy errors with our system for issues that I cannot resolve; work with the remedy developers for resolution.

Responsible for creating Remedy user accounts for the field and resetting passwords.

Monitor & respond to complaints received via the during business and non-business hours including weekends. The Closed Captioning mailbox must be monitored 24/7.

Comcast – National Customer Operations Philadelphia, PA

Nov 2001-Nov 2004

Executive Support Analyst.

Follow-up on tickets for updates/resolution from markets departments.

Assisted and resolved complex escalated customer complaints consistently in a professional, efficient and timely manner, as an established National Customer Service Liaison for the CEO and Senior Executives of Comcast Cable Communications.

Monitor & respond to escalated complaints received from state and consumer agencies via the

Follow-up with Corporate Management on specific customers.

Comcast – Quality Control Specialist New Castle, DE

Jul 2001-Nov 2001

Work order Accuracy

Reported data trend analysis that contributed to developing process improvements for work order accuracy internal and external.

Maintains all pending work orders before orders are sent to Tech ops managers.

Build and supported strong partnerships with Tech operations, Dispatch and Team mangers to save unnecessary truck rolls.

Conduct work order accuracy training via webinars and conference call sessions for

All call center employees.

Comcast- Collections New Castle, DE

Jun 2000- July 2001

Collections Analyst

Handling outbound and inbound calls from customers with delinquent accounts.

Effectively communicated customer’s concerns in order to facilitate successful resolutions and minimize repetitive occurrences.

Reported data concerning retrieval of company equipment and disconnections on a monthly spread sheet.

Education Philadelphia, PA

Sept 07- Present

Currently enrolled in the Drexel University Adult Scholars Program.

Communications and Applied Technology.


Experience in event and music promotions

Project management and completion skills, task prioritization

Strong written and oral communication skills

Outgoing, ambitious, likes challenges and works well under pressure

Root Cause Analysis

Drexel University LeBow College f Business Corporate and Executive Education

December 2016

Understanding systematic process for identifying “root causes” of problems or events and an approach for responding to them.

Certificate Business Writing

Drexel University Lebow College of Business Certificate Business Writing

December 2017

The certificate is designed for professionals to enhance their writing style, format, and grammar as well as their presentations skills in the business environment.

Comcast University Training:

Ethics Overview, Social Engineering, Privacy & Information Security Awareness, Respecting Customers, Messaging Management, Adapting to Change, Customer Courtesy Training, Conflict Resolution, Fundamentals of Communication, Creating a Culture of Inclusion, Time Management for Supervisors, Introduction to Leadership Relationship Management, Project Management Fundamentals.

References Available Upon Request

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