Customer Care Business Services

Pamela Puryear

** ******* **, ******, ** *****

Phone 978-***-****

Email: ad5yet@r.postjobfree.com

Experience:

January 2019 –

Present Comcast, Mid-Market Business Services, Hudson, NH 03051

Technician 4, Service Assurance - Enterprise Customer Care

•Provide customer support for Business Voice Edge, Metro E, PRI and SIP Trunk accounts.

•Worked on projects to resolve complex billing or technical issues for accounts as needed by leadership.

•Created training documents for processes in the Orion system to share with peers and acted as a subject matter expert for Orion.

•Provided Peer Support and mentoring peers

• Billing calls for Advanced Products using CSG, Singleview and Orion billing platforms

•Taking Active Core, SDwan, Managed Router Calls

July 2016-

January 2019 Comcast, Small Medium Business Services, Hudson, NH 03051

Tech 3, Business Services Support Professional – SMB Customer Care

•Support SMB customer for technical support of internet, phones, video services.

•Moved to Loyalty Team January 2018 to support advance calls in Smart Office, Voice Edge Select, and Connection Pro.

March 97 –

July 2016 Comcast, Residential Service Chelmsford, MA 01824

Video Generalist 2010 – Present:

•Utilize troubleshooting skills along with Einstein ITG to resolve customer repair problems to minimize unnecessary truck rolls and to ensure first call resolution.

•Process customer transactions and respond to inquiries in a responsive, timely and accurate manner while using ACSR.

•Lead support for call center to assist leadership.

Resolution Specialist 2006 – 2010

•Resolving customer problems to ensure first call resolution.

•Act as a subject matter expert for team on CDP/CDV related questions.

•Provided Peer support to video teams when needed.

•Took ownership of customer issues and set proper expectations to ensure customer satisfaction while still maintaining the company’s best interest.

Comcast Digital Phone 1999 – 2006

•Create TTS tickets and follow up on escalated issues.

•Provided peer support to team, handle escalated calls when needed.

•Expedited work orders to provisioning and ATS.

•Worked with port in/port out departments on escalated issues.

•Acted as a mentor and trainer to new hires for Broadband Prep.

Video Generalist 1997 – 1999

Process customer transactions and respond to inquiries in a responsive timely and accurate manner using Cable Data.

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