Customer Relations Active Directory

Carolyn M. Flemming

*** *. **** ******

Wilmington, De 19802

302-***-**** – ********@*******.***

Professional Summary

Inspiring leader with exceptional analytical and problem-solving skills, and a talent for building and empowering high-performing teams. I possess excellent skills in customer relations and building strong relationships. I leverage my independent decision-making skills and sound judgment to positively impact company success. I am also dedicated to applying training, monitoring, and morale-building techniques to enhance employee engagement, productivity, and overall performance.

Skills

Windows XP, Windows Vista, Windows 7, MAC, MAC Mail, Microsoft Word, Excel, PowerPoint, Works, Outlook, Outlook Express, Smart zone

Active directory, and DNS Design/ Security (TCP/IP, DNS/DHCP/WINS)

Remedy TTS, VISION, DST, CADM, Grand Slam, QOS, Port PS, Scout, Watchtower, Cisco

Supervisory experience

ER Ticketing

WFX

CMS Supervisor

Issue and Complaint Resolution

Customer Account Management

Multitasking and Prioritization

Customer Data Confidentiality

Creative Problem Solving

Training and Development

CTNA,

CSG

Professional Experience

01/2020 to present

XOC Supervisor

Comcast Cable Company – Newark, DE

Provide advice and support to the HFC team on incoming calls from technicians concerning fiber outages, adverse weather conditions, and scheduled maintenance;

Monitor technologists’ performance, reviews, and coaches to ensure accuracy;

Guarantee the proficient of HFCs by implementing training and development, conducting appraisals, and utilizing motivation techniques;

Provide feedback, coaching, and disciplinary measures to employees, or effectively recommend such actions to help improve employee performance;

Collect, compile, and analyze data to identify trends through statistical analysis and offer recommendations to management for improving XOC; and

Develop and implement performance improvement strategies and plans to promote continuous improvement.

01/2014 to 03/2020

Freedom Region CommOps DOJ Supervisor

Comcast Cable Company – Voorhees, NJ

Provided advice and support to the TSC team on inbound calls from technicians related to sales and changes required on work orders

Monitored employee performance, reviews, and coaches to ensure accuracy;

Ensured competence of CAEs through training and development, appraisal and motivation techniques;

Assessed, assigned, or resolved pending work orders to facilitate expedited customer resolution based on guidelines;

Provided feedback, coaching, and disciplinary measures to employees, or effectively recommend such actions to help improve employee performance;

Collected, compiled, and analyzed data to identify trends through statistical analysis and offer recommendations to management for improving TSC; and

Conducted real-time phone monitoring and coaching to TSC agents in order to maintain required service level and provided immediate feedback to associates to increase productivity levels.

01/2013 to 01/2014

SLA Swat TEAM LEAD

Comcast Cable Company – Newark, DE

Facilitated the assignment of Supervisor Escalation tickets, resulting in customer contact within 2 hours to address their concerns;

Resolved issues related to N/A, Direct Sales, Damage complaints, and Over the Limit tickets;

Conducted trainings on the ER process for new and existing agents, and senior management across the region ensuring that the Freedom Region is hitting the Escalation SLA goal through work efforts and regional partnerships; and

Provided updates on project specifications and progress.

07/2006 to 06/2013

Freedom Region Supervisor Escalations Specialist

Comcast Cable Company – Newark, DE

Performed duties in accordance with all policies and procedures, and workflows to support internal escalations;

Served as the primary contact for resolving escalation issues related to any malfunctions occurring in the call centers or field service organization, including both Enterprise and Advanced Products;

Correlated multi-subscriber events associated with cable, voice and internet service failure, billing organization, platform failures, and customer communication errors to ensure optimum customer satisfaction; and

Served as the primary contact between the Call Center and all interdependent fix agencies including Field Services, Engineering, Construction, Addressability, Local Management Center (LMC), and Field Dispatch Organizations.

06/2004 to 07/2006

Office Manager

ABC Lending Crop – Wilmington, DE

Responsible for recruiting, training, and motivating a staff of 5-12 loan officers;

Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel;

Monitored departmental performance and recommend loan amounts;

Accountable for bookkeeping using QuickBooks software and preparing weekly cash flow reports;

Orchestrated follow-up procedures on overdue accounts to evaluate their financial capacity to settle outstanding dues and establish payment plans; and

Prepared delinquent accounts for legal action in civil court and handled in-office audits.

Education

06/1997

Associate of Arts: Hospitality Management and Culinary Arts

Delcastle Technical High School - Wilmington, DE

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