Client Support & Solutions Specialist
Resume:
MELODY COLLINS
***********@*****.***
linkedin.com/in/melody-shawcollins/
Steger, IL
EXPERTISE
Client Advocacy & Support
Crisis Resolution & Problem Solving
Communication & Interpersonal Skills
Service Coordination
Empathy & Cultural Sensitivity
Documentation & Compliance
EDUCATION
Cosmetology Certificate, Regency Beauty – Nov 2013
HIGH SCHOOL DIPLOMA, ELGIN HIGH SCHOOL – JUN 1994
PROFESSIONAL EXPERIENCE
SOLUTIONS DESIGN ENGINEER AUGUST 2018 – DECEMBER 2025
Comcast Business Oakbrook, IL
Designs and implements technical solutions for clients, bridging sales needs with engineering reality, focusing on data/voice networks. Creating designs, documentation, and troubleshooting complex issues while working with sales, product, and support teams, and translating business requirements into technical plans for projects like network buildouts or platform integrations.
In a fast pace call center environment, I supported clients during service implementation, ensuring clear understanding and smooth transitions.
Guided customers through technical processes with patience and empathy, reducing stress and confusion.
Maintained accurate documentation and provided ongoing assistance for service optimization.
SELF ASSURANCE NEST-TECH II APRIL 2017 – AUGUST 2018
Comcast Business Oakbrook, IL
Installation, maintenance, and troubleshooting of Xfinity voice, video, and data services in homes, focusing on high-quality network setup (coax, Ethernet, Wi-Fi) and excellent customer experience, requiring technical skills, adherence to safety codes (NEC/NESC), and working varied hours for seamless service delivery.
Investigated and resolved complex service issues, ensuring client needs were met promptly and effectively.
Collaborated across teams to provide solutions for critical service concerns, demonstrating strong problem-solving skills.
SELF ASSURANCE ECC-TECH I OCTOBER 2015 – APRIL 2017
Comcast Business Oakbrook, IL
Supporting business customers via phone/email, troubleshooting managed services (broadband, Wi-Fi, routers), and resolving network outages.
I assisted clients with troubleshooting and resolving operational issues, maintaining a calm and supportive approach.
Delivered clear communication and guidance to ensure positive client experiences.
SUMMARY
Detail-oriented customer service and technical support specialist with a strong background in troubleshooting software, hardware, and system issues. Skilled in diagnosing problems, managing escalations, and guiding users through solutions with clarity and empathy. Consistently meets performance metrics while delivering a positive customer experience.
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