Senior Technical Support & Customer Service Rep

Lavern Keyes

630-***-**** ***********@*******.*** 493 Savannah Lane, Bolingbrook, 1L

Summary

Accomplished Customer service Representative with over 10 years of experience in technical

troubleshooting and high volume call center operations. Expert in De-escalation and achieving rapid fast first call resolution while adhering to strict Information Security protocols and remote Internet connectivity requirements. Proven ability to leverage Windows OS and Salesforce to track customer inquiries and maintain superior brand loyalty.

Professional Experience June 2014 - June 2025

Senior Technical Support Center Representative

COMCAST, ILLINOIS

• Resolve and troubleshoot advanced technical issues for CDV and HIS services in residential and commercial spaces, ensuring high-speed first call resolution.

• Track all customer and technician interactions using internal call tracking and CRM platforms including Salesforce, Einstein 360, and CSG to maintain accurate logs.

• Maintain 100% compliance with Information Security standards and remote work internet Connectivity

Requirements while providing high volume technical support.

• Communicate diagnostic results and service solutions clearly to stakeholders, consistently exceeding internal performance metrics for de-escalation and resolution.

Executive Assistant Manager

August 2011 - June 2014

WALGREENS, NAPERVILLE IL

• Deescalate complex customer concerns regarding store services and products to maintain high brand loyalty and satisfaction ratings.

• Upsell additional products and loyalty programs to customers, directly contributing to a measureable increase in sales and gross profit.

• Resolve financial discrepancies by reconciling legers and performing detailed audits for district management review using Windows OS software.

• Track and manage bi-weekly payroll for the entire store team, ensuring data privacy and accuracy in all reporting. Assistant Manager

March 1999 - August 2011

WALGREENS, NAPERVILLE IL

• Communicate effectively with internal and external customers to build strong, cooperative relationships and resolve service issues.

• Trained employees on Technical troubleshooting procedures and customer service standards to ensure consistent service delivery.

• Executed budget schedule planning using organizational tools to optimize store efficiency and labor cost.

Bookkeeper

April 1987- March 1999

WALGREENS, CHICAGO IL

• Resolve payroll discrepancies by preparing and processing employee documentation with high attention to detail.

• Track and reconcile ledger balances to ensure financial integrity and compliance with Information Security protocols.

• Manages inventory logistics and supply chain optimization to support store sales goals.

Unit Secretary

April 1996- March 1999

WEISS MEMORIAL HOSPITAL, CHICAGO IL

• Track and enter sensitive patient information into Windows OS systems while maintaining strict data privacy and Information Security.

• Communicate and direct high volumes of calls to appropriate units, resolving inquiries with professional medical terminology.

• Organize and file patient records meticulously to support medical staff in efficient information retrieval.

Education

Bachelor of Science in Business Management

August 2009 – August 2010

UNIVERSITY OF PHOENIX

Associate Degree in Business Management

March 2007 – March 2009 UNIVERSITY OF PHOENIX

Diploma

WESTINHOUSE VOCATIONAL HIGH SCHOOL

Additional Skills

Customer service & De-escalation: Call tracking, Customer Service, First call Resolution, Negotiating, Sales, Upselling. Technical Proficiencies: 24 WPM Typing, Information Security, Internet Connectivity Requirements, Medical terminology, Technical Troubleshooting, Windows OS.

Tools & Platform: BACC, Café 360, Einstein 360, ESD, IP control, Microsoft Office, Order Path, Salesforce, UMS, Workbench, XPG, X RAY.

Leadership & Management: Bachelor Degree, Associate Degree, Inventory Management, Leadership, Payroll processing, Problem solving.

Certifications:

• Top Performer certificate of TSC – TSC (2022)

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