Amber Dillard
GA
Summary
With US Army discipline, 5 years in IT, and relentless focus on customer service, I bring proven expertise in customer satisfaction and a proactive approach to new tasks. My tenure at Comcast Business honed my ability to handle multiple tasks effectively and efficiently in fast-paced environments. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Managed Services Analyst
Comcast Business
04.2021 - 08.2022
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
NOC Analyst
Comcast Business
08.2019 - 07.2020
- Solved network issues, improved operations, and provided excellent customer service
- Set up and maintained data and voice circuits using routers, switches, and wide-area network (WAN) devices
- Configured wide area network (WAN) or local area network (LAN) routers or related equipment
- Completed remote repairs that included both software and hardware fixes
- Maintained accurate records of all client interactions and technical issues via BMC Remedy
- Worked with roughly 35 managed service providers.
Sr. Quality Assurance Analyst
Comcast Business
04.2017 - 08.2019
- Improved efficiency and performance by tracking team member productivity and providing feedback
- Worked with coworkers to improve the customer service experience and achieve team goals through high client satisfaction rates
- Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service
- Successfully trained team members on best practices and protocols, reducing process inconsistencies
- Customer service training processes were implemented and developed by me.
Customer Experience Specialist
Comcast Business
04.2015 - 08.2019
- Technical Support for business services: Virtual PBX phone-based system, Fiber to the premises
- Support Voice over IP solutions including being initial point of contact for all new VoIP customers and IP modems and other voice products
- Diffused difficult situations and managed conflict, utilizing all resources and interpersonal skills
- Successfully identified trends, best practices, achievement of goals and objectives and areas needing improvement by monitoring calls and providing analysis to agents, supervisors, and management
- Worked in a call center environment, provided over the phone instruction on how to set up/configure, troubleshoot, resolved network related connectivity, applications, and hardware related issues.
Paralegal Specialist
US Army Reserves
02.2013 - 05.2015
- Organized materials, wrote documentation, and prepared digital materials and displays for trial exhibits
- Investigated facts and law of cases using relevant sources to determine causes of action and prepare cases
- Assisted with family law cases by managing documents such as wills, separation agreements, and powers of attorney
- Ensured workplace productivity and coordination through the supervision of attorneys, paralegals, and other legal personnel
- Examined and generated memos on statutory law, case law, and federal and state regulations using online research databases such as Westlaw and print sources
- Oversaw drafting and processing military legal documents, such as court-martial paperwork.
Paralegal Specialist
US Army
06.2009 - 02.2013
- Assisted with family law cases by managing documents such as wills, separation agreements, and powers of attorney
- Examined and generated memos on statutory law, case law, and federal and state regulations using online research databases such as Westlaw and print sources
- Assisted a team of 10 lawyers by drafting and filing pleadings, motions, and other court documents
- By interviewing clients and witnesses, established and verified critical case information
- Conducted in-depth interviews with potential jurors to assess their competency and biases, and used for-cause challenges to dismiss unfit candidates as part of the voir dire process
- Advised management on actions that were required or prohibited by government regulations to promote compliance.
Education
Associate of Applied Science -
Gwinnet Technical College
08.2026
Skills
- Troubleshooting
- Call Center Triage
- Conflict Management
- Good Communicator
- Microsoft Office 365
- Team Collaboration and Leadership
- Documentation And Reporting
- Active Listening
- Critical Thinking
- Customer Relationship Management (CRM)
Certification
- PeopleCert ITIL 4 Foundation, In Progress
- CompTIA A+, In Progress
- CompTIA Network+, In Progress
- CompTIA Security+, In Progress
Training
- ACI Learning (Virtual Campus), Computer User Support Specialist Program, 01/24
- Gwinnett Technical College, Cybersecurity, 08/25
Timeline
Managed Services Analyst
Comcast Business
04.2021 - 08.2022
NOC Analyst
Comcast Business
08.2019 - 07.2020
Sr. Quality Assurance Analyst
Comcast Business
04.2017 - 08.2019
Customer Experience Specialist
Comcast Business
04.2015 - 08.2019
Paralegal Specialist
US Army Reserves
02.2013 - 05.2015
Paralegal Specialist
US Army
06.2009 - 02.2013
Associate of Applied Science -
Gwinnet Technical College