Jake Wright
Albuquerque,NM
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and excellent interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Tier 2 In-Store Xfinity Mobile Support
Comcast
05.2023 - 12.2023
- Troubleshoot Xfinity mobile for retail stores in the NM/AZ market physically and remotely
- Proficient in using the mobile backend tools CRM, RSSX, and XM360
- Setting expectations with customers and colleges surrounding on going issues/resolutions
- Keeping record of existing/resolved mobile issues
- Training colleges on best practices and troubleshooting for common errors.
Retail Sales Executive
Comcast
01.2017 - 05.2023
- Sell and troubleshoot all five Xfinity products
- Provide training and guidance to new employees
- Expert in ACSR/CSG systems, XM360, Einstine360, and other tools used to Sell Xfinity products
- Training new employees on these tools and best practices surround the job
- While owning the customer experience and holding the highest NPS score in the store for the year 2023.
Low Voltage Electricians Apprentice
02.2015 - 02.2016
- Pre-Wire commercial building for security systems, card access, fire alarm, POE/coax Camera systems, and data lines to clients
- After pre-wire I would also assist the programming and deployment of these systems
- Certifying them with the state and other corporate entities.
Education
CompTIA A+ Core 2 -
Central New Mexico Community Collage
08.2023
CompTIA Security+ -
Central New Mexico Community Collage
08.2022
Skills
- Proactive customer service skills with the highest store tNPS for 2023
- Operational and Project management skills
- Goal Setting and Achievement
- Staff Training and Development
- Sales strategy development
- Flexible schedule and willing to travel
Internal Projects
- 06/01/20, Retail COVID Response, Set up 20 plus workstations for In-Store Employee's to work from home as call center reps. Created a detailed document that helped other stores deploy workstations proficiently and correctly for their employees. I then helped troubleshoot these workstations and coach the employees for the remainder of the project term. Within 2 weeks the project was successful in placing 30 plus instore employees in a work from home environment for longer than 6 months.
- 05/01/23, Tier 2 in-store Xfinity Mobile Specialist, I became an in-store contact for the NM/AZ market retail stores when they need Xfinity mobile support. Working multiple accounts and issues simultaneously to deliver resolutions quickly. Troubleshooting devices (Samsung, Apple, and Motorola cell phones) remotely and physically to get issues resolved. Learn how to use back-end Xfinity mobile systems (CRM and RSSX) in 3 days. After training we did chat support for 3 more days before supporting the stores full time. This programs has targeted helping end users(sales agents) get through basic troubleshooting of our programs to help drive sales.
Accomplishments
- Q3 2023 NM/AZ MVP
- Q2 2023 NM/AZ Top tNPS
Timeline
Tier 2 In-Store Xfinity Mobile Support
Comcast
05.2023 - 12.2023
Retail Sales Executive
Comcast
01.2017 - 05.2023
Low Voltage Electricians Apprentice
02.2015 - 02.2016
CompTIA A+ Core 2 -
Central New Mexico Community Collage
CompTIA Security+ -
Central New Mexico Community Collage