Customer Support Employment Specialist
Resume:
CARL NELSON
Everett, WA *****
*************@*****.***
Work Experience
Customer Care CE3 / Technical Support / Billing / Sales Comcast / Xfinity - Lynnwood, WA
November 2018 to 2022
Working remotely, customer support troubleshooting for resolving technical support concerns stemming from internet networking, modem, router, cable video, email and VOIP phone problems with focus on first-call resolution.
Demonstrates skill in communicating and explaining basic account information to the customer with focus on first-call resolution. Accurately create new orders and plans calculating and communicating taxes, fees, one-time charges, and/or recurring monthly fees. Explaining billing cycles, processes, and prorates effectively to ensure that customers understand their billing statements.
Work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers. Demonstrates ability to achieve established sales goals and performance metrics. Employment Specialist II
Diversified Industrial Services - Mukilteo, WA
May 2014 to April 2018
Working with Government agencies, prepare and maintain records and case files, including documentation such as clients' personal and eligibility information, services provided, narratives of client contacts, and relevant correspondence.
Working with Government agencies, develop rehabilitation plans that fit clients' aptitudes, education levels, physical abilities, and career goals.
Maintain close contact with clients during job training and job placements to resolve concerns and evaluate placement adequacy.
Employment Specialist
Community Trades and Careers
October 2011 to May 2014
Working with people with disabilities to identify and develop job skills that lead to paid employment. Work with Government agencies and the general public to enrich the lives of people with disabilities including job coaching, job developing and skills discovery and training. Generated monthly reports for Government agency contracts. Caregiver
SL Start - Spokane, WA
November 2009 to October 2011
Worked to give quality care to people with disabilities. Distributed medicines as a licensed Registered Nurse Assistant (NAR). Prepared people for their day-to-day activities and escorted groups on outings on a regular bases using Government issued buses.
Education
Associates in Technical Arts
Edmonds Community College - Edmonds, WA, US
Certificate in Office Applications
Shoreline Community College - Shoreline, WA
Diploma in General Studies
Kenwood Academy - Chicago, IL, US
Skills
• VoIP Troubleshooting (4 years)
• Working over VPN (4 years)
• Computer Networking
• Network Firewalls
• Developmental Disabilities Experience
• Wifi/Network Troubleshooting (10+ years)
• Technical Support
• VMWare
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