Supply Chain Customer Service

Elliot Rosario

*************@*****.*** MAYS LANDING, HAMILTON, US 609-***-****

WORK HISTORY

Forecasting Analyst 2 at Comcast Communications

January 2013 - February 2022 (9.5 Years)

Coordinated with offshore vendor partner teams to maintain supply chain workflows and ensure deliverable schedules.

Resolved problems and managed multiple tasks using strong planning and process management abilities.

Advised key leaders by providing Directors and Managers information to educate them with high level decision making.

Identified inefficiencies within current processes and implemented strategies resulting in improved performance.

Collaborated and communicated with various team members, business partners and vendors. Compiled and analyzed data and presented updates on current staffing shortages overages. Identified staffing shortages in business history and based minimum and maximum levels of support on those needs.

Reviewed and assessed call data in real-time to discover and immediately address errors and anomalies before issues occurred throughout.

Played critical role in operational success of procurement, sourcing and vendor management, focusing on analyzing and troubleshooting issues and delivering speedy resolutions. APG Call Coordinator at Comcast Communications

July 2008 - January 2014 (5.5 Years)

Evaluated customer account information to assess current issues and determine potential solutions.

Educated clients on how to navigate home equipment and work within established frameworks to obtain desired services.

Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.

Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Documented customer inquiries and feedback, including service delivery suggestions in company database.

Accurately documented calls and caller information in Comtract Grandslam software and made updates to data as needed.

Explained key information regarding products and services to customers to encourage informed decision-making.

Maintained 94 satisfaction rating with customers by providing exceptional service and support. Handled escalated customer service concerns from Supervisors and Managers to preserve revenue streams from key customers.

Managed customer expectations by clarifying needs, identifying options and recommending products and services for them to choose.

Network Technician Assistant Manager at Avalon internet April 2004 - October 2005 (1.5 Years)

Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.

Oversaw network administration, system access and vulnerability assessment to protect secured data.

Installed and managed connected hardware and application components to assure nonstop environment operations.

Established and maintained network systems using networking principles. Troubleshot problems related to Dial-up network infrastructure and performance. Updated and reconfigured existing and new computers with current software and operating systems.

Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.

Offered repair services for walk-in end-users customers. Mainly the type of work which would come in during this era of time.

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SKILLS

Acceptance Testing, To complete

Analytical, 15 years

Data Analysis, 7 years

Business Intelligence, 10 years

Customer Relationship Management, 17 years

Business Management, 11 years

Decision Making, 11 years

Customer Service, 17 years

Communication, 17 years

Databases, 4 years

Content Management, 11 years

Critical Thinking, 17 years

Customer Communications Management, 17 years

Data Mapping, 4 years

LANGUAGES

Spanish, Native/Bilingual

CERTIFICATIONS

A+

I-net and inet+

Financial data Analyst

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