KELLY HIDALGO

OAKLEY, CA *****

925-***-****

adhe23@r.postjobfree.com

Professional Summary

Strategic Professional with 21 years’ experience at Comcast Cable. Customer service focused by being Highly motivated in ensure customer requests/requirements have been fully met. Responsible for 5 Area’s making sure there are enough technicians in each section to support the workload and keep them productive and ensure all customer needs are fulfilled timely. Technical Skills

• Workforce

• ACSR/CSG

• Einstein 360

• Micro Focus Rumba 8.5

• Proficient in Excel, Work, Outlook

Experience

Technical Logistic Center Representative Dispatch 2 Sept. 1998 – Current Comcast Cable Livermore, CA

• Progressed to advanced level based on metrics.

• Provided day of logistics supports to 20*50 technicians and contractors. Communicated often with field technicians and leaders via phone, email, task message and instant messaging. Responsible for supporting field technician productivity goals by providing by providing overall appointment management.

• Handles escalation management to support the overall customer experience. This includes assignment of jobs monitoring all time frames to increase efficiency and ensuring customer commitments are met.

• Providing an excellent internal customer experience via tools such as EROne & Einstein chat.

• Make direct contact with customer as needed.

Education

High School Diploma

Westmoor High School Daly City, Ca