Customer Support Specialist with Technical Expertise

Erika Bridges

**** ******** *** ******, ** ****9 720-***-**** ************@***.***

Objective

Obtain a position as a team-player in a people oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals.

Skills Profile

-Exceptional ability to stay attentive when dealing with customers.

-Detail-oriented and efficient in providing customer service in adverse situation.

-Well-versed in adapting different ways under pressure in order to meet deadlines.

-Profound understanding of customer psychology aimed at providing individualized customer services.

Employment History

XH National Advance Repair Tier 3, Xfinity 11/2018 - 10/2021

Greenwood Village, CO

-Provide technical support for technicians on day of install and trouble calls

-Perform troubleshooting for Tier 1 agents

-Manage tickets designed to identify problems and outages

-Handle scheduling of trouble calls for Tier 1 agents

-Responsible for projects and Priority events

Employment History

XH National Billing and Escalations, Xfinity 11/2016 - 11/2018

Greenwood Village, CO

-Research Xfinity home contracts for customers and agents

-Present resolution for tickets in Remedy for false alarms

-Sending emails through Kana for all Xfinity Home Security concerns

-De-Escalations for Tier 1 agents

-Resolve the customers complex billing issues

Customer Technical Support Representative, Comcast Cable

07/2014 – 11/2016

Denver, CO

-Provides prompt resolution to customers via telephone and/or email to assist with a variety of customer inquiries and issues

-Leverages a variety of software applications to manage customer account information and diagnose and resolve technical difficulties

-Performs complex diagnostic troubleshooting to resolve voice, video and data service issues

-Strives for First Call Resolution while handling all issues with urgency

-Acts as a product consultant to business owners by articulating product features and benefits

-Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution

Collector, Scott Lowery Law Office

10/2011-01/2013

Greenwood Village, CO

-Managed an Elite file with hire profile clients

-Called to collect on outstanding physician and hospital medical bills

-Utilized social resources to identify updated customer contract information

-Negotiated payments for outstanding debt on behalf of our clients

-Advised debtors of necessary actions and strategies for debt repayment

-Contacted 200+ customers daily.

Collector, Leading Edge Recovery Solutions

07/2007-09/2011

Greenwood Village, CO

-Managed a debt consolidation desk

-Elite desk liaison for Bank of America accounts

-Skip tracing using Lexus Nexus and Accurint

-Negotiated and advised debtors of necessary actions and strategies for debt repayment

-Auto loan deficiencies

Consumer Credit Counseling Liaison, True Logical Financial

06/2004-01/2007

Greenwood Village, CO

-Handled all settlements from debt consolidation companies

-Negotiated debts for customers with consumer credit counseling companies

-Responsible for training new hires on consumer credit counseling guidelines

Executive Resolutions Specialist, MCI WorldCom 03/96 – 08/03

Denver, CO

●Researched and resolved customer escalations and complaints through verbal and written communication

● Responsible for creating local manual orders for customers in New York and Pennsylvania that had due dates that exceeded the timeframe of 30 days

● Maintained all accounts created from start to finish, interacted with Local Service Representatives and network team to ensure resolution to customer concerns, and assisted with special projects assigned by management.

●Handled high volume of inbound calls, exemplified product knowledge in order to educate customer

●with product availability, submitted daily trackers, F7 reports, contest reports for supervisors,

●Responsible for resolving billing issues, research customer concerns in reference to accounts status, credit adjustments for local and long distance customers.

Education

-Langston University, Concentration in Psychology and Sociology, Langston, OK

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