Support Representative Delivery Driver

** ************ **** ******* ***** · Cell: 404-***-**** · *********@*****.***

Carla J. Maxey

Profile

Motivated, personable business professional with an extensive background in the telecommunications, dispatch and the technical operations industry. With more than 15 years of experience, which ranges from Customer Care to Error Resolution/Complex Orders, Transitional Sales, Quota/Dispatch Routing, Billing & Service Repair, Executive Customer Corporate Relations – therefore becoming a well-rounded individual in all aspects of the business.

Flexible and versatile – able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills and highly adaptable..

Professional Experience/Employment History

Xfinity

August 2015 – Present Xfinity Fulfillment Dispatch Quota & Routing Norcross, GA

• Responsible for the creation of quota for field operations, based on

input from field supervisors. Responsible for real-.time monitoring and

tracking of quota allocation and active quota management for field

operations. Coordinates all quota moves with field supervisory staff and

technical operations manager and ensure consistency of routing and work

load allocation. Has developed specialized knowledge/skills in own

area. May act as a resource for colleagues with less experience.

• Creates and build routes for Comcast Technicians.

• Handles internal challenges and elevated Supervisory and Technician complaints and strive to find proactive ways to reduce them.

• Distribute the dispatch routing and all related information to the designated department representative in an accurate and timely manner.

• Ability to collect data, establish facts and draw valid conclusions.

July 2014 – August 2015 Xfinity Executive Customer Relations Specialist Alpharetta, GA

• Handling escalated customer complaints via the Corporate office. Compiles, distributes, and analyzes daily, weekly, and monthly performance reports. Assists with planning development and execution of high-impact plans for effective and sustainable cost savings. Performs new methods and techniques for operational improvement. Researches and identifies problems with workflow and documents findings to correct issues. Reviews work processes and recommends improvements. Satisfactorily resolve customer escalations sent from our corporate teams and other functional partner. Detailed analysis of escalation details, identifying root cause, communicating process gaps (such as billing system issues, recurring technical issues). Work with internal teams and the customer to decide on and implement an agreeable solution. Express a positive, professional, and upbeat attitude when speaking with both internal and external customers. Drafting formal, professional customer and corporate responses.

May 2007 – July 2014

Xfinity Customer Account Specialist

Lithonia, GA

• Interacts with customers via telephone, e-mail, or face-to-face to assist with a variety of customer inquiries and issues. Responsible for the resolution of payment concerns. The Customer Account Executive (CAE) offers Comcast products and services to meet customer needs. The CAE relates well to the customer, thinks and exercises sound judgment, and acts responsibly in the customers’ and the Company’s best interest. Served customers by troubleshooting cable TV services, and scheduling service appointments when necessary; escalated engineering issues and conveyed maintenance and outage notifications to residential customers.

Inner Harbour Hospital

March 2006 - May 2007

Direct Care Counselor

Douglasville, GA

• Ensured and maintains care and mental well-being of children ages 6-14.

•Maintained a structured, safe and therapeutic environment for children dealing with a history of physical, sexual and emotional abuse.

Education

Georgia College & State University

2005 – 120 Semester hrs earned

Bachelor of Science

Psychology

Milledgeville, GA

Qualifications

•Microsoft Office Suite proficient

•Served 4 years as a Lead Support Representative to assist Management in Billing & Repair with

escalations

•Assisted on resolving corporate complaints to the FCC, BBB and Local Franchise Authority as well as complaints

deriving from various aspects of the business ie. Collections, Service Issues, Marketing and Sales, Billing Disputes

Contact this candidate