Customer Service Representative

Drena V Smith

** ******* ***** **** ****, NJ ****1 856-***-**** ***********@*******.***

Smith - 1

QUALIFICATIONS

Over twenty years corporate experience as an Office Administrator, Team Coordinator, Supervisor and Technical Assistant

Proactive self-starter comfortable working in a team or individual environment

Excellent verbal and written communications skills with strong attention to detail, effective organizational and time management skills

Extensive Background in: Research, Data Analysis & Quality Control, Effective & Creative Problem Solving Techniques, Sales, Retention, Customer Service, Troubleshooting and Resolution PROFESSIONAL EXPERIENCE

Comcast, Voorhees, NJ

ECR Case Manager 2015- Present

Handle escalations sent to Corporate headquarters

Be an ambassador for the customer by reaching out to all departments necessary for resolution

Other tasks as required

ECR BPU Executive Lead 2014 - 2015

Handle escalations sent to Regulatory Agencies

Be an ambassador for the customer by reaching out to all departments necessary for resolution

Compose written responses to Regulatory Agencies ECR Executive Analyst 2010-2014

Handle escalations sent to Corporate headquarters

Be an ambassador for the customer by reaching out to all departments necessary for resolution

Other tasks as required

Freedom Region Helpdesk Tier 1.5 2006 – 2010

Work with a ticketing system that housed escalated tickets from Tier 1

Monitored and resolved tickets

Added modems into inventory system via box maintenance

Assisted with creation of postmortem process

SRG Specialist 2005 – 2006

Acted as a liaison between the representative and other departments

Handled escalated issues by acting on behalf of the customer to get issues resolved Retention Team Coordinator/Team Coordinator 2001 – 2005

Handled escalated Supervisor calls and callbacks

Troubleshooting and handling tier calls, escalating only when necessary

Responsible for monitoring daily statistics for a 20 member team EDUCATION

North Carolina Central University

Bachelor of Arts in English Literature/Media Journalism Arapahoe Community College

Associates of Science in Broadband Business Management

Associates of General Studies

Certifications

Master Technical Service Representative Master Account Representative

Master High-Speed Data Representative Broadband Customer Service Management

Master Networking Operations Center Representative ACCOMPLISHMENTS

Trained Monmouth Team – LMRT – 12/2008 Trained Monmouth APG Team – 09/2009

Created LMRT policy and procedure manual for NJ 1.5

Assisted with creation & implementation of Post- Mortem/Deep dive process.

Supervised New Hire Training class during nesting period 10/2008 – 12/2008

Nominated for Circle of Success Award,

2002 & Finalist 2015

Additional accomplishments and references available on request

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