Ariel Chaillou
Customer Professional
New Castle,De
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Digital and Social Media Outreach Specialist
Comcast Cable
Philadelphia, Pennsylvania
03.2015 - 05.2023
- Deliver a positive and superior customer experience via Comcast social media outlets
- Handle customer complaints and inquiries related to all services and lines of business via Facebook and Twitter
- Used independent discretion and judgement while abiding by company policy for necessary resolutions
- Work on special projects as assigned by immediate supervisor
- Collaborates with and drafts appropriate response to customers to determine needs and work toward resolutions
- Monitored Social media accounts Facebook and Twitter, ensuring audiences are engaged and responded to in a timely manner
- Always achieved goals and performance metrics required for productivity, quality, and compliance
- Work with multiple systems in a fast-paced environment
- Review account history
- Listen to calls as needed
- Maintain thorough knowledge of various social technology platforms and workflows.
Advanced Technical Repair Specialist
Comcast Cable, Newark Call Center
Newark, Delaware
11.2013 - 03.2015
- Actively managed trouble tickets related to video, internet and telephony technical issues
- Resolved complex technical issues with customer equipment and services
- Built phone numbers, features, and voicemail accounts using various IP telephony switches
- Diagnose and resolve issues related to internet protocol and POP server email accounts
- Work with multiple systems in a fast-paced environment
- Handled escalated technical support issues as needed
- Respond to customer ticket inquiries to fix various technical issues related to Phone, Internet, and cable service.
Freedom Region Supervisor Escalations Specialist and Report Analyst
Comcast Cable – Newark Call Center
Newark, Delaware
12.2010 - 11.2013
- Ran, collected, and organized data for escalations and updated spreadsheets for upper management
- Built and maintained a positive rapport with internal clients across the company
- Communicated and often worked with other operations teams for permanent customer solutions
- Provided executive support to customers via inbound calls for internal and external customer escalations for the region
- Maintained and worked individual tickets as assigned from the work queue
- Worked with peers and local markets across the company’s footprint to manage and resolve all escalated customer concerns/issues
- Worked on special projects and reporting as assigned by supervisor
- Made necessary judgement calls while abiding by company policy to formulate resolutions.
- Demonstrated respect, friendliness and willingness to help wherever needed
- Exercised leadership capabilities by successfully motivating and inspiring others
- Worked flexible hours across night, weekend and holiday shifts
Internet, Digital Voice Technical Support Specialist (Concierge
Comcast Cable, Newark Call Center
Newark, Delaware
11.2007 - 12.2010
- Coached and managed the team when the immediate supervisor was unavailable
- Guided customers over the phone regarding internet and telephony issues such as no dial tone and call feature changes
- Escalated more complex issues to the proper channels as needed
- Delivered superior customer service on each call while fixing customer service issues
- Achieved and maintained performance goals and metrics.
Customer Account Executive
Comcast Cable, New Castle Call Center
New Castle, Delaware
11.2006 - 11.2007
- Handled a high volume of inbound calls regarding inquiries with billing, sales, and cable TV
- Handled technician inquiries regarding customer account changes and trouble calls
- Maintained call handling percentages and call handle time goals presented by the company
- Assisted all customer while following company policies
- Meeting and maintaining performance metrics including productivity and quality assurance.
Education
Bachelor’s Degree - Business, Information Technology
Goldey-Beacom College
Wilmington, DEHigh School Diploma -
Cab Calloway School of The Arts
Wilmington, DESkills
Technical Summary: Software/Programs/Skillsundefined
Timeline
Digital and Social Media Outreach Specialist
Comcast Cable
03.2015 - 05.2023
Advanced Technical Repair Specialist
Comcast Cable, Newark Call Center
11.2013 - 03.2015
Freedom Region Supervisor Escalations Specialist and Report Analyst
Comcast Cable – Newark Call Center
12.2010 - 11.2013
Internet, Digital Voice Technical Support Specialist (Concierge
Comcast Cable, Newark Call Center
11.2007 - 12.2010
Customer Account Executive
Comcast Cable, New Castle Call Center
11.2006 - 11.2007
Bachelor’s Degree - Business, Information Technology
Goldey-Beacom College
High School Diploma -
Cab Calloway School of The Arts
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