Angela Baez
Naples,FL
Summary
Experienced professional seeking a position in a dynamic field to effectively utilize leadership skills and customer service expertise. Strong in administration and clerical support, with a proven track record in a sales-oriented work environment. Committed to developing exceptional behaviors that enhance the customer experience and drive business growth.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Service Center Representative II
Comcast Cable Communications
- Process customer transactions and respond to inquiries in a responsive, timely and accurate manner
- Interact with Customers in a friendly professional manner
- Prepare and secure daily deposits
- Perform reconciliation of daily receipts
- Perform reconciliation of office stock on a daily and monthly basis
- Have the ability to travel to different offices for office coverage and business needs
- Consistently meet and exceed sales and service center goals by ascertaining customer needs and crossing selling and/or upgrading products and services
- Utilize troubleshooting skills to resolve customer service issues
- Other duties as assigned by supervisor
E-Care Agent
Comcast Cable Communications
- Providing first class customer service and technical support through electronic mediums using Support Soft Chat system and Kana email system
- Demonstrate wide range of abilities when educating and assisting customer’s technical issues, billing inquiries and product inquiries, for High Speed Data, Digital Cable and Digital Voice phone (Voice over IP technology)
Customer Account Executive
Comcast Cable Communications
- Handle large volume of incoming telephone calls, covering full range of customer services in a prompt and professional manner, obtaining all information for resolution of transaction
- Answer customer questions regarding billing or problems, correcting errors and discrepancies on customer billings as necessary
- Perform payment transactions and post to customer accounts
- Prepare work orders for maintenance requests after determining if a service visit is required
- Present all products to upsell customer needs
- Consistently meet or exceed sales goals to meet company goals
- Perform other related duties as assigned by supervisor such as: Business Operations BBT Projects and adding discount codes for promotional offer in 2004
Assistant Retail Store Manager
Xfinity Store by Comcast
03.2013 - 12.2018
- Core responsibilities provide leadership to sales consultants in areas of product knowledge, promotional code usage, billing, and order entry
- Actively participate with sales consultants in achieving store quota
- Handle daily cash transactions and reconcile various financial functions
- Maintain store sales reporting and analysis for Leaders
- Coordinate equipment reconciliation and inventory management
- Demonstrate strong understanding and enthusiasm around technology, with the ability to position, demonstrate, and sell Comcast products and services to new and existing customers
- Provide side-by-side training for new hires on order entry, customer service and sales related processes
- Completed routine store inventories.
- Collaborated with Store Manager to analyze sales data, identify trends, and develop targeted action plans.
- Oversaw daily operations, ensuring smooth workflow while adhering to company policies and procedures.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Optimized store displays and appearance via strategic merchandising.
- Managed scheduling for store shifts to accomplish proper staffing.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Liaised with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture.
- Trained and managed associates in customer service and sales techniques.
- Assisted Manager in interview process of prospective employees and provided feedback.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Organized and detail-oriented with a strong work ethic.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Business Management -
Hodges University
05.2015
High School Diploma -
Northern Essex Community College
04.1996
Skills
- Proficient in Microsoft Office
- Financial Planning
- Cross Selling
- Time Management
- Self-Motivated
References
Upon Request
Certification
Certified in the following lines of business with Comcast - Xfinity
- Xfinty Mobile
- Xfinity Home Automation & Security
- Xfinity Video Entertainment
- Xfinity High Speed Internet
- Xfinity Digital Voice
Timeline
Assistant Retail Store Manager
Xfinity Store by Comcast
03.2013 - 12.2018
High School Diploma -
Northern Essex Community College
Certified in the following lines of business with Comcast - Xfinity
- Xfinty Mobile
- Xfinity Home Automation & Security
- Xfinity Video Entertainment
- Xfinity High Speed Internet
- Xfinity Digital Voice
Service Center Representative II
Comcast Cable Communications
E-Care Agent
Comcast Cable Communications
Customer Account Executive
Comcast Cable Communications
Business Management -
Hodges University
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