Daniyel Brown-McKinnon

Build and maintain successful relationships with all internal and external customers while adhering to departmental policies and procedures.

Provide effective and consistent client contact while demonstrating conferencing features and system proficiency.

Assist team members if needed to ensure excellent customer service.

Ensure that participants are connected into their conference call while accurately obtaining participants list information.

Complete all necessary paperwork pertaining to assigned calls.

Accommodate limited range of subscriber requests, inquiries and complaints.

Handle high volume of incoming telephone calls, covering limited range of customer services in a prompt and professional manner, obtain all information for resolution of transactions.

Answer customer questions regarding billing, service problems, Products and features.

Correct errors and discrepancies on customer billings as necessary.

Prepare work orders for maintenance requests after determining if field visits are required, and ensure appropriate follow­ up procedures are met.

Perform billing and posting of customer accounts, Resolve delinquent account balances.

Obtain assistance from Coordinator or Supervisor for complex inquiries.

Represent Comcast in professional and positive manner in all situations.

Perform other related duties as assigned.

Handle inbound calls from patient advocates to enroll qualified patients in patient assistance programs for pharmacy medications.

Verify patient demographic information, insurance, and income to insure that patients qualify for program.

Authorized medications for mail order or pharmacy pick up.

Update patient information to insure profile accuracy.

Follow up with patients advocates to insure patient receive medication in a timely fashion.

Created a Wow experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the call.

Acquired and enrolls new customers through the use of consistent sales techniques and enabling customers to perceive value in the service.

Consulted with customer and troubleshoot service issues for video, data and telephony products.

Build revenue per customer through lead generation, acquisition and retention of customers.

Increased product penetration by serving as a sales consultant to the customer.

Retained existing customer/services through the use of proactive customer service/consulting techniques and enabling customers to perceive value in the service.

Minimized product churn by only selling against real customer needs.

Minimized truck rolls by resolving questions / concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value.

Resolved billing and payment issues in a win­-win fashion by building a rapport with the customer, focusing on adding value and by consistently improving ICOMS knowledge and understanding.

Resolved problems on the first call, and with a minimum of transfers by consistently improving personal technical knowledge and understanding.

Improved network functionality by recording trends in network and system behaviors and escalating advanced technical issues to the appropriate department for final resolution.

Accept calls from patients requesting delivery of durable medical equipment.

Update patient records with insurance and demographic information.

Set up delivery for medical equipment to be delivered at patients homes.