Jacqueline Bell
Riverdale,IL
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Seeking a position that would enable me to utilize my talents and skills, as well as contribute in helping a company or organization meet their goals.
Overview
11
11
years of professional experience
Work History
SENIOR TECHICIAN SUPPORT REP III
COMCAST
08.2016 - Current
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
CommOps 3 Fulfillment ( DOJ)
Comcast
10.2016 - 11.2017
- Reviewed existing operational procedures regularly, recommending updates as necessary based on industry best practices.
- Enhanced customer satisfaction with timely order processing and shipping, ensuring accurate product delivery.
- Implemented quality control measures to reduce errors in order processing, leading to fewer returns and increased customer satisfaction.
- Handled escalated customer service issues related to order fulfillment, providing prompt resolutions that enhanced overall client satisfaction.
- Addressed customer queries and complaints regarding orders to resolve issues, increase satisfaction and build trust.
- Assisted manager in training new employees to apply strategies and best practices in fulfillment process.
CommOps 2 Fulfillment ( Field Liason)
Comcast
08.2015 - 02.2016
- Reviewed existing operational procedures regularly, recommending updates as necessary based on industry best practices.
- Enhanced customer satisfaction with timely order processing and shipping, ensuring accurate product delivery.
- Implemented quality control measures to reduce errors in order processing, leading to fewer returns and increased customer satisfaction.
- Handled escalated customer service issues related to order fulfillment, providing prompt resolutions that enhanced overall client satisfaction.
- Addressed customer queries and complaints regarding orders to resolve issues, increase satisfaction and build trust.
- Assisted manager in training new employees to apply strategies and best practices in fulfillment process.
Customer Service Specialist
Comcast
01.2013 - 01.2016
- Troubleshoot and resolved technical problems and prepared work orders.
- Promoted and sold services to new and existing customers.
- Established and maintained relationships with customers, and provided support to other departments.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Resolved concerns with products or services to help with retention and drive sales.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Customer Exp Specialist ( Repair)
Comcast
07.2015 - 08.2015
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Collected, arranged, and input information into database system.
- Processed more than 50 orders each shift with consistent record of meeting or exceeding productivity targets.
Education
Received General Studies Diploma -
Edward Tilden High School
Chicago, ILSkills
- SLA Compliance
- Remote Support
- Dispute Resolution
- Call center experience
- Hardware troubleshooting
- Email support
- Staff Training
- Customer Service
- Problem-Solving
Timeline
CommOps 3 Fulfillment ( DOJ)
Comcast
10.2016 - 11.2017
SENIOR TECHICIAN SUPPORT REP III
COMCAST
08.2016 - Current
CommOps 2 Fulfillment ( Field Liason)
Comcast
08.2015 - 02.2016
Customer Exp Specialist ( Repair)
Comcast
07.2015 - 08.2015
Customer Service Specialist
Comcast
01.2013 - 01.2016
Received General Studies Diploma -
Edward Tilden High School