My goal is to make a long-term contribution to my career with your company, as a demonstrator of what hard work, being focused, education, and how being positive has impacted my life and others. I have an Associate’s Degree in Psychology, which I have worked hard to accomplish and now currently enrolled at Ashford University with a BA in Human Resources Management. I use these experiences to assist my peers of their potential and being able to set and accomplish their goals as well as continuing my own.

Professional Experience

Comcast Corporation/Harrisburg, PA – July 2013-Present

Customer Experienced Billing Promoted to Customer Experience Retention Department

Assisting representatives with floor support guidance.

Returning and taking customers calls if they are in need of a supervisor.

Attending various training classes to be better educated and knowledgeable with department changes.

Dual Biller: Vision/CSG/React/Billing/Retention

Mentored and trained new hires successfully thru a peer mentoring program.

Assisted Co-workers when dealing with emotional and stressful issues concerning family members that have been diagnosed with breast cancer.

Consistently achieved all my metrics which allowed me to successfully excel in my department.

Direct Brands/Mechanicsburg, PA – July 2009-July 2013

Customer Service Representative

Place customer orders as needed.

Identify research and resolve customer issues.

Follow-up on customer inquiries not immediately resolved.

Complete call logs and reports.

Research billing issues.

Recognize, document and alert the supervisor of trends that would affect the customer.

United Parcel Service (UPS)/Mechanicsburg, PA – June 2007-July 2009

Order Processor

Follow up on requests, review rates as needed tracking and routing shipments and orders, preparing reports, and updating customer files.

Investing status of existing service requests or initiating a new order by confirming and entering the appropriate customer request data.

Routing customer reports to the appropriate dispatcher or other UPS employees.

Escalating problems and concerns beyond the ability of the OPR to an immediate supervisor or manager.

Effectively communicating changes to the dispatch/warehouse regarding customers’ orders.

Promotes order from quote to dispatch within minutes of receipt.

Determine the most efficient shipping method for orders.

Accountable for all truck loads entering the loading docks.

Assistant to supervisor of loading dockets and data entry duties.

Delta Dental Insurance/Mechanicsburg, PA – Nov 2004-April 2006

Customer Service Representative

Provide customer assistance to clients that contact Delta concerning their dental plan and billing statements.

Acted as company primary point of communication in the call center if there was in need of a supervisor throughout my department.

Researched and responded to customer telephone, electronic or written inquiries about their student loan applications.

Provided service to customers with information in regards to basic eligibility, benefits, and claims status when applications have not been processed in a timely manner.

Education

Liberty University College/Lynchburg, VA

Psychology Counseling

International School of Ministry/Harrisburg, PA

Associates Degree Psychology Counseling

Honors, Awards and Accommodations

Northeast Division Red Carpet Award for the Top Performer 1st Quarter 2016

Breast Cancer Survivor Award

Received several Shine Awards for being the Top Performer at the Harrisburg Call Center. (Most efficient in metrics, Sirius award, and top performing agent).

Achievements

Participated in the Human Resources Interview Program for New Hires.

Successfully completed the Fleet program (Future Leaders Experiences for Excellence Training), which allowed me to be more successful in my career here at Comcast.

Being an Ambassador to represent the Retention Department by providing supervisory support for the voice of the customer.

Excelled in the CAP (Career Advanced Program).

Participated in the Auditing program.

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