Veronica Riggins
Bellwood,IL
Summary
Dynamic Customer Experience Specialist with a proven track record at Comcast Cable Company, excelling in problem-solving and client advocacy. Leveraged excellent communication and CRM skills to enhance customer satisfaction and retention. Recognized for surpassing service standards and contributing to team success through professionalism and a high-energy attitude.
Overview
17
17
years of professional experience
Work History
Customer Experience Specialist
Comcast Cable Company
06.2007 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Documented customer interactions in internal database to maintain customer service history details.
Education
Bachelor of Science - Business Administration And Management
Robert Morris College
Aurora, ILSkills
- Client advocacy
- Teamwork skills
- Problem-solving
- Self motivation
- Sales and upselling
- Account management
- Excellent communication
- Professionalism
- Brand representation
- Promotional support
- Merchandise upselling
- Product sales
- Sales quota achievement
- Sales closing
- Decision-making
- Complaint resolution
- Time management
- Teamwork
- Active listening
- Order documentation
- High-energy attitude
- Phone etiquette
- Calm under pressure
- Customer service
- Adaptability
- Quality control
- Reliability
- Customer relationship management (CRM)
Timeline
Customer Experience Specialist
Comcast Cable Company
06.2007 - Current
Bachelor of Science - Business Administration And Management
Robert Morris College