Hayward,CA *****
********@*****.***
Daltren Sheppard
Summary
Detail oriented, self-motivated professional who possesses over 10 years of experience in customer service related functions, including back office/support and researching highly escalated customer concerns. Proven track record of working independently, as well as part of a team, while maintaining a strong sense of ownership and dedication to work. Excellent verbal and interpersonal communication skills, as well as proven researching skills. Able to meet daily, weekly, and monthly goals by providing deliverables within department guidelines.
Experience
June 2000- April 2010 Comcast
Customer Account Executive-Handle a high volume of calls covering the full range of customer services in a prompt and professional manner, obtaining all information for transaction resolution
-Applying appropriate technical knowledge, effectively troubleshoot customer repair issues for standard and enhanced services
-Effectively communicate information during the initial call to minimize the need for future contact and escalation
-Troubleshoot service problems such as performing billing and posting of customer accounts, correcting errors and discrepancies as necessary, preparing work orders for maintenance requests after determining if field visits are required, and ensuring proper follow-up procedures are met
-Promote and recommend Comcast products and services based on a logical relationship to the customers needs and interests by selling or up-selling Comcast products and services
-Practice continuous quality control in the processing and fulfillment of all customer orders
-Demonstrate a strong ability to analyze and solve problems regarding billing, service, delinquent account balances, and sales issues
-Adhere to quality standards, meeting sales and performance goals set by Comcast and local management
-Represent Comcast in a professional and positive manner in all situations
Skills
10 years of technical, selling,billing, and call center experience. Proficient PC skills in a Windows environment.. Excellent verbal and written communication skills. Ability to articulate relevant information and directions in an organized and concise manner. Strong interpersonal, team player. Ability to establish and maintain effective relationships with customers. Ability to maintain composure in stressful situations. Well developed listening skills. Ability to obtain key information to assess customer needs and resolve service problems. Self-motivated to initiate solutions and complete projects in a timely manner.