Innovative Frontend Engineer with JavaScript Focus

Stacie L. Rivers

*** ********** **** **

Brookhaven, MS 39601

******.********@*****.*** 425-***-****

PROFESSIONAL SUMMARY

Detail oriented and dependable professional with over 20 years of experience in technical routing, project and workflow management, customer support, and operational coordination. Proven ability to manage complex processes, analyze data, and support business continuity in fast paced, high volume environments. Highly skilled in peer mentoring, cross functional communication, and union representation. Recognized for reliability, problem solving, and maintaining high service standards while balancing multiple priorities.

CORE COMPETENCIES

●Project & Workflow Management

●Technical Support & Troubleshooting

●Customer Service & Chat Support

●Peer Mentoring & Employee Training

●Union Representation (Shop Steward)

●Data Analysis & Reporting

●Written & Verbal Communication

●Cross Functional Collaboration

●Time Management & Prioritization

PROFESSIONAL EXPERIENCE

Comcast – Everett, WA / Remote

Professional Router / Technical Operations Specialist January 2013 – Present

●Provide real time operational and technical support to field technicians via phone and task management systems to ensure timely and accurate job completion

●Troubleshoot and resolve service, connectivity, and routing issues with a high degree of accuracy and efficiency

●Analyze technical and operational data to identify trends, resolve issues, and improve workflow performance

●Educate customers on billing inquiries and service options while maintaining professionalism and clarity

●Serve as a liaison between technical teams, management, and frontline staff to support effective communication and issue resolution

●Deliver internal guidance and peer support, contributing to knowledge sharing and operational consistency

●Maintain detailed documentation to support compliance, quality assurance, and performance tracking

Rent Recover – Bothell, WA

Debt Collector February 2011 – December 2013

●Facilitated repayment arrangements through effective, respectful communication and negotiation

●Maintained accurate and compliant records of client interactions, payment plans, and accountancy activity

●Applied FDCPA and FTC regulations consistently to ensure ethical and lawful collection practices

●Reviewed and assessed financial data to determine appropriate payment solutions based on client circumstances

●Demonstrated strong conflict resolution and problem solving skills while balancing organizational goals with customer needs

Peer Mentor / Trainer

Comcast & Verizon

●Mentored new and existing employees on systems, procedures, and best practices

●Provided informal coaching to improve performance, confidence, and job readiness

●Supported leadership with onboarding, training reinforcement, and knowledge transfer initiatives

Union Shop Steward

GTE / Verizon March 1991 – May 2003

●Represented employees in union management discussions with professionalism, discretion, and integrity

●Supported fair labor practices through contract interpretation, advocacy, and conflict resolution

●Promoted clear communication, equity, and respectful workplace standards

EDUCATION & TRAINING

University of Phoenix – Online

Criminal Justice and Human Services (Currently Enrolled)

International Seminary – Everett, WA (Satellite Campus)

Theological Studies Summer 2017 – 2020

University of Phoenix – Online

Information Technology Fall 1997 – Winter 2002

Everett Community College – Everett, WA

General & Core Curriculum Fall 2007 – Summer 2012

Verizon Northwest – Everett, WA

Digital Logic Training May 2002

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