Technical Support Customer Service

LEISA JACKSON

Maywood, IL · 312-***-****

*****.*******@*******.*** · https://www.linkedin.com/in/leisa-jackson-a7467a31/

Results-oriented Leader with expertise in delivering high-quality administrative support for any company, managing diverse teams and any integral functions for the executive team. Detail-oriented and efficient, with strengths in customer relations and time management skills for fast-paced environments.

Experience

2023 - 2024

PROJECT SPECIALIST (CONTRACTOR) AT&T

ensure Ensure all plans are completed on time and within Budget, while coordinating between management and clients acting as liaison for overall professoinalprofessional progreessprogress, tracking and updating management and addressing the all needs or concerns.staying on budget,

coordinate all management and department, tracking progress and acting as lliaison between clients

COMCAST

2020 - 2023

CUSTOMER TECHNICAL SUPPORT

Delivered first point of contact Network Troubleshooting for customers and resolved any network interruptions. Creating detailed reports of customer assistance regarding signal issues and steps taken to resolve issue.

Identifying customers with owned modem issues called "Broadcom bug" and offered upgradable equipment.

Diligent with ticket management, note taking, and follow-up records.

2008 - 2020

ADMINSTRATIVE ASSISTANT

Assist Supervisors with reports of supplies and equipment and handle employee feedback and engagement regarding office management issues.

Maintained the office by preparing new procedures and guidelines for employees and provide monthly reports on Quality Control, employee engagement and budgeting. Coordinate internal meetings and corporate events.

Document Technical equipment for the office for auditing purposes. Ensure all office supplies are invoiced and paid.

Maintain office conditions and coordinate with third-party vendors to arrange necessary repairs. Oversee Access control of badging for the office.

2000 - 2008

COLLECTIONS SPECIALIST

Provide high-quality customer service for challenging customers and creative effective solutions for customer’s concerns.

Monitor and handle billing & payment information customer and business clients.

Manages the delinquent account process and contact customers with delinquent accounts to collect payment or make payment arrangements.

Interface daily with Government agencies to coordinate municipals service needs and introduce Comcast quality products to municipalities and other Governmental locations.

Maintain records such as Multiple Dwelling Units, (MDU), Office upgrades and set up accounts for Community Affairs events.

Audit Warehouse inventory and document daily equipment returns.

Audit Contractor's Statement of Work (SOW) and resolve any discrepancies. Report daily payments to collection agencies, assisted customers with payment arrangements, posted payments/adjustments, reconciled Non-Sufficient Fund checks, and filed all bankruptcy claims to the District Courts

MEDIAONE

OCT 1996 – MARCH 2000

MIS SPECIALIST

Perform all duties with focus on the customer's success by providing technical support services to customers.

Address and report issues with hardware and provide first point-of-contact assistance.

CABLEVISION

JULY 1990 – JULY 1996

CUSTOMER ACCOUINTS REPRESENTATIVE

Cultivated customer relationships and increased sales by offering upgradable cable packages with minimal talk time per call.

Recognized for my outstanding on customer service on numerous occasions.

EDUCATION

University of Phoenix

TRITON COLLEGE

SKILLS

Microsoft Office (Excel, PowerPoint, Word, Outlook, Teams)

Invoicing

Expense Reports

Inventory Management

Internal Auditing

CSG

Report Analysis

30 years of customer service and interpersonal skills

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