Christina Welch
Sunbury,OH
Summary
Detail-oriented professional with nearly 11 years of experience at Xfinity, specializing in account analysis, issue resolution and billing support in a high-volume environment. Skilled in investigating discrepancies, resolving payment related concerns, and maintaining accurate account records. Eager to leverage these skills in an Accounts Receivable role focused on reconciliation, payment accuracy, and process improvement.
Overview
13
13
years of professional experience
Work History
Customer Experience Specialist
Xfinity
07.2015 - Current
- Manage high-volume inbound calls while assisting customers with billing inquiries, service changes, and account resolution while investigating and resolving account discrepancies.
- Analyze customer accounts to identify cost-saving opportunities and recommend appropriate service changes.
- Maintain performance metrics including call quality, internet retained, mobile sales rate, transaction rate and AICR 7.
- Act as a product ambassador by educating customers on services while aligning solutions with their financial needs.
- Navigate multiple systems, including CSG, Einstein 360 and ECM to research, track, and resolve customer account issues, billing discrepancies and payment related concerns.
- Collaborate with internal departments to resolve escalated customer concerns and complex account issues.
Sales/Marketing Manager
StratMar Retail Services
Baltimore, MD
10.2013 - 03.2015
- Promoted and sold Chase credit card products in a high-traffic airport environment, while ensuring accurate communication of terms, conditions, and payment responsibilities.
- Educated customers on financial product features, and benefits.
- Consistently met or exceeded sales goals through effective communication and customer engagement.
- Managed kiosk operations, including performance tracking, reporting, and adherence to compliance standards.
Education
Bachelor of Arts - Finance
The University of Arizona Global Campus
10-2024
Skills
- Attention to Detail
- Customer Account Management
- Problem Solving
- Time Management
- Discrepancy Resolution
- Account Analysis
- Account Reconciliation
- Billing and Payment Support
Accomplishments
- Diamond Award, April 2018 and February 2019
Timeline
Customer Experience Specialist
Xfinity
07.2015 - Current
Sales/Marketing Manager
StratMar Retail Services
10.2013 - 03.2015
Bachelor of Arts - Finance
The University of Arizona Global Campus