Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Chris Klobukowski

Mt. Pleasant,SC

Summary

Dynamic professional with a proven track record at Comcast, excelling in billing analysis and process improvement. Recognized for enhancing agent training, which reduced chat-in rates by 40%. Skilled in knowledge transfer and adept at problem-solving, I effectively communicate complex information to drive team success and elevate customer satisfaction.

Overview

16
16
years of professional experience

Work History

XM Technical Solutions Experience Specialist

Xfinity Mobile
North Charleston, SC
11.2017 - Current
  • Resolved eligibility and sales buy-flow issues for Xfinity Mobile and Comcast Business Mobile in real-time for front-line sellers.
  • Collaborated with retail agents and managers Tier 2 COE Care agents to address complex billing, porting, and account management issues.
  • Piloted CBM Sales Support post-launch and provided knowledge transfer on advanced topics.
  • Developed comprehensive training documents and conducted training sessions for department staff.
  • Partnered with key stakeholders to identify system issues, isolate causes, and implement effective solutions.
  • Communicated critical information regarding policy changes and system upgrades to relevant teams.
  • Assisted leadership with escalations related to XM and CBM, ensuring prompt resolutions.

Digital Quality Escalations Coordinator (Gig)

Comcast (DXP)
01.2023 - 09.2023
  • Managed internal and external digital defects to enhance customer experience across Comcast platforms.
  • Tracked active breakfix and defect tickets in Quality Escalations JIRA.
  • Oversaw operations in Digital Escalations Email Inbox, ensuring adherence to SLAs and timely stakeholder updates.
  • Facilitated DXP Intakes to channel insights and customer experience needs into digital optimization planning.
  • Developed comprehensive understanding of digital breakfix and enhancement processes organization-wide.

T3 Support Help Desk - Xfinity Home

Comcast
North Charleston, SC
06.2016 - 02.2018
  • Offered expertise in billing, repackaging, ticketing, and other systems to assist agents via phone and email to resolve customer-related issues.
  • Transfer knowledge when applicable to improve agent experience, minimize call time and increase first call/chat resolution scores.
  • Created job aids to assist with ongoing, advanced training for current team, leaders, and assist in onboarding new agents.
  • Provided in-person training to leaders in Charleston and Tucson on XM Care related topics which reduced chat-in rates by 40%.
  • Examined records including bills, subscriber account histories, ticketing systems, billing, trouble ticketing systems, and related documents.
  • Analyze procedures and make suggestions to improve daily tasks, simplify the agents’ job and standardize the experience of utilizing Help Desk.

Xfinity Home Retention

Comcast XHCOE
North Charleston, SC
09.2013 - 06.2016
  • Consult with current subscribers to offer solutions to suit their video, internet, phone, and home security needs.
  • Assist customers with billing issues, account corrections and reselling value of products currently subscribed to and proactively offer new products.
  • Frequently assigned escalated calls to solve complex billing problems, account corrections and customer service issues.
  • Consistently deliver above average quota on Key Performance Indicators.

Project Manager

Avasa Web Design
Charleston, SC
07.2009 - 08.2013
  • Help clients determine goals for internet technology projects and coordinate development team in achieving set goals within a defined budget and period.
  • Build credibility, establish rapport, and manage communications with clients and creative team at multiple levels.
  • Liaison between clients and development team to facilitate communications and ensure successful completion of projects.

Education

Bachelor of Science - Business Administration

The College of Charleston
Charleston, South Carolina

Skills

  • Excellent oral and written communication skills
  • Process improvement
  • Knowledge transfer
  • Policy communication
  • Billing analysis
  • Issue tracking
  • Task prioritization
  • Interpersonal communication
  • Active listening
  • Problem-solving
  • Organized
  • Diligent
  • Tenacious
  • Creative problem solver
  • Skilled in Microsoft Office
  • Skilled in CRM
  • Skilled in CSG
  • Skilled in porting
  • Skilled in billing
  • Skilled in account management
  • Skilled in training

Accomplishments

  • Center Star Award Winner, 2024
  • Year end review grade of Outstanding in five of last seven years.

Timeline

Digital Quality Escalations Coordinator (Gig)

Comcast (DXP)
01.2023 - 09.2023

XM Technical Solutions Experience Specialist

Xfinity Mobile
11.2017 - Current

T3 Support Help Desk - Xfinity Home

Comcast
06.2016 - 02.2018

Xfinity Home Retention

Comcast XHCOE
09.2013 - 06.2016

Project Manager

Avasa Web Design
07.2009 - 08.2013

Bachelor of Science - Business Administration

The College of Charleston

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Chris Klobukowski