Service Customer
Resume:
Paulette Douglas
Sacramento, California 95638
916-***-**** home
916-***-**** cell
Licensed to Teach: Zumba
Basic Zumba 1 and 2. Since 11/2011
Zumba Gold 3-11-2012
Education; American River college Subject: Fitness Specialist
Dispatcher Comcast Cable 4/07 to 5-1-2010 (retired)
Sacramento, Ca.
Contact customers regarding eta’s. Telephone or radio contact with field personnel (both company and contract employees), interaction with Customer Care, Sales, LMC and other internal customers,
Assure the resolution of unique customer problems and resolve or follow through on recurring problems with work processes, policies or procedures. Enhance the performance and effectiveness of the dispatch associates as it relates to prioritization of scheduled appointments, management of communications, and the achievement of goals and objectives.
Monitor location of field personnel and progress throughout day.
Confirm installation and service appointments with customers and reschedule as required.
Update open work orders to be rescheduled or closed at end of each shift, ensuring technicians/installers are route complete.
Answer phones/radios from technicians and installers.
Alert field personnel of any changes in status of jobs.
Contact all customers who have been affected by any interruption in service.
Other related duties as assigned.
Route work orders as required and handle escalated situations.
Customer Account Executive Comcast 9/06 – 3/07
Nashville, Ten.
Handles medium volume of incoming telephone calls, covering limited range of customer services in a prompt and professional manner, obtaining all information for resolution of transaction. Answers customer questions regarding billing, service problems. Products and features. Correct errors and discrepancies on customer billings as necessary. Prepares work orders for maintenance requests after determining if field visits are required, and ensures appropriate follow-up procedures are met. Performs billing and posting of customer accounts. Resolves delinquent account balances
Dispatcher Comcast Cable 12/00 – 9/06
Sacramento, Ca.
Compiles, schedules, assigns and prints work orders for system cable installation and trouble and service changes. Monitors locations of field personnel and develops approximate time schedules. Operates CRT to retrieve subscriber account information and input data such as change of service and rescheduling of service data. Inputs via CRT, available time for service calls based on field personnel availability affected by various operational conditions. Maintains radio communications with field personnel. Answers phones during and after normal business hours. Compiles, maintains, and prepares various operational reports, logs and files. Responsible for daily hard close, physical work order check-in, processing and filing for online and cable installations and upgrades. Audit all customer work orders for accuracy in product codes, billing and tasks performed (In-house and contractors). Reconcile information in the billing system (Cable Data) with physical work orders as authorized by customer and at time of installation and noted on work order by technician. Provide daily communication to management on work order statuses including any issues such as work not turned in, incorrect codes, etc.
Customer Account Executive Comcast Cable 5/99 - 12/00
Sacramento, Ca.
Handles medium volume of incoming telephone calls, covering limited range of customer services in a prompt and professional manner, obtaining all information for resolution of transaction. Answers customer questions regarding billing, service problems. Products and features. Correct errors and discrepancies on customer billings as necessary. Prepares work orders for maintenance requests after determining if field visits are required, and ensures appropriate follow-up procedures are met. Performs billing and posting of customer accounts. Resolves delinquent account balances. Obtains assistance from Coordinator or Supervisor for complex inquiries.
Dispatcher/Supervisor Quadra vision Cable 11/95 - 4/99
Reno, NV
Records information such as name, addresses, and article to be repaired, or service to be rendered.
Prepares and transmits invoice as appropriate.
Prepares work order and distributes to service crew.
Schedules service calls and dispatches local and/or national service crews.
Calls or writes customer to ensure satisfactory performance of service.
Keeps record of service calls and work orders.
Dispatches orders and relays messages and special instructions to mobile crews and other departments.
Provide accurate information regarding services available, and fees associated with those services, as appropriate.
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