Inbound Support & Dispatch Specialist with 15+ Years Experience
Resume:
JENNIFE ELGEWINY
*** * *********** *** *******, WA. 98584
************@*****.***
Skills Summary
Dependable and hardworking professional with over 15 years of experience in dispatch operations, customer service, and payroll coordination. Recognized for quickly learning new systems, solving complex problems, and delivering exceptional service in fast-paced environments. Strong collaborator with a proven ability to manage multiple priorities, support cross-functional teams, and maintain accuracy and confidentiality.
Education
GED
Big Bend Community College 1992
General Education
Experience
Comcast
Dispatch routing professional and Tech Support
Agent July 2012 to August 2025
Coordinated technician dispatch operations, providing real-time troubleshooting assistance and customer account modifications
Processed a variety of service tickets, including damage claims, theft reports, and same-day return requests
Managed quota escalations and service prioritization
Scheduled and routed technicians to optimize daily workloads, ensure on-time arrivals, and improve productivity
Delivered technical support to field technicians across the West Division, resolving video, internet, and phone service issues
Entered sales upgrades and corrected orders to ensure service accuracy, proper billing codes, and customer satisfaction
Troubleshot video, internet, and phone issues within cloud-based systems and IMS switch environments
Served as subject matter expert and trained new hires on systems, procedures, and troubleshooting techniques
Improved and updated training materials for phone support processes
Collaborated with cross-functional teams to streamline ticket categories, reducing unnecessary tickets and improving clarity
Co-developed a company-wide tool to identify and resolve CSG errors, enhancing efficiency and first-call resolution
Comcast
Sales Support Coordinator
August 2009 to July 2012
Provided direct administrative and operational support to internal and external sales teams
Completed order entry, validation, and fulfillment
Delivered product knowledge assistance and issue resolution
Assisted with onboarding and training of contractors
Aerotek
Payroll Coordinator Sales Support Coordinator
October 2008 to August 2009
Processed payroll using in-house systems, including salary adjustments, manual checks, transfers, and employee maintenance
Managed payroll processing through PeopleNet with PeopleSoft integration
Prepared reports, spreadsheets, and audit documentation
Supported Comcast’s DTA conversion project as a contract employee
Sound Options
Financial Assistant
July 2006 to October 2008
Processed payroll through Hometrak with ADP integration
Managed billing through Hometrak and QuickBooks
Implemented Hometrak to eliminate manual data entry for services, billing rates, and pay rates, enabling seamless exports to QuickBooks and ADP and significantly reducing Excel-based processes
Equipped nurses with laptop access for real-time service entry using coded billing and payroll rates
Managed company cell phone program; analyzed usage and costs, optimized shared plans, reduced overage charges, and achieved consistent monthly savings
Prepared and processed bank deposits
Generated weekly and monthly statistics and reports
Assisted with HR functions including onboarding, employee records, and benefits administration
Converted from temporary to permanent full-time employee based on performance improvements and operational efficiencies
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