Angela Weedon
York,PA
Summary
Accomplished customer service supervisor that possesses excellent communication and problem-solving skills, successful at managing diverse customer service teams with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customers' experiences, reduce complaints, increase revenue, and maintain a productive work environment.
Overview
18
18
years of professional experience
Work History
Supervisor Customer Experience (Retention)
Comcast Cable Company
02.2021 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Trained customer service agents on policies and procedures, productivity metrics, to support favorable customer experiences.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Engaged teams in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Supervisor Customer Experience (Billing)
Comcast Cable Company
06.2012 - 02.2021
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Trained front-line agents to educate customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Supervisor Customer Experience (Technical)
Comcast Cable Company
05.2005 - 06.2012
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Trained customer service agents on policies and procedures, performance metrics, to support favorable customer experiences.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Resolved customers' issues related to technical inquiries
- Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
Bachelor of Science - Computer Information Technology
University Maryland University College
College Park, MD05.2004
Skills
- Customer Retention Strategies
- Performance Management
- Workplace Diversity Cultivation
- First-Tier Technical Support
- Conflict Management
- Profit and Revenue-Generating Strategies
- Customer Experience Management
- Standard Operational Management
- Document and Records Management
- Employee Engagement
Accomplishments
Exby Awards, Know Your Value Winner, Elite Winner, Co-Lead Keystone BEN
Timeline
Supervisor Customer Experience (Retention)
Comcast Cable Company
02.2021 - Current
Supervisor Customer Experience (Billing)
Comcast Cable Company
06.2012 - 02.2021
Supervisor Customer Experience (Technical)
Comcast Cable Company
05.2005 - 06.2012
Bachelor of Science - Computer Information Technology
University Maryland University College