Janel Greenwood
Denver,CO
Summary
Accomplished customer care leader with extensive experience providing team support and direction to drive the achievement of key organizational goals and objectives. Able to lead in terms of performance, using best practices to ensure the delivery of high levels of services and to drive increases in both individual and team performance. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
Work History
Business Customer Experience Rep
Comcast Business
2019.09 - Current
- Ensure contracts meet all submission criteria and compliance requirements to be able to submit for approval
- Embrace new initiatives, systems, products, promotions, and offerings
- Support multi-location customers with multiple services at each site
- Navigate through multiple systems to build, track, and monitor orders
- Own the customer experience think and act in ways that put our customers first giving them seamless service through every interaction
- Meets and exceeds sales goals as established by local markets within the western division
- Generating business leads through established and approved methods
- Able to lead in terms of performance, using best practices to ensure the delivery of high levels of services and to drive increases in both individual and team performance.
- Illustrating strong technical capability of computer knowledge, billing systems, and databases
- Consistent exercise of independent judgment and discretion in matters of significance
- Evaluated individual business accounts for existing and potential produce needs.
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing productsservices.
- Delivered personalized support by understanding individual client needs and preferences, leading to increased loyalty.
Order Management Coordinator (SDPC)
Comcast Business
2017.07 - 2019.09
- Assist in serviceability desktop review for commercial location requests using current tools and processes to resolve within department SLA (service level agreement)
- Provide cost estimates based on returned estimates from contractors
- Offer sales support with order management and projected cost for incoming construction orders
- Provide support to tier 1 agents through support tickets and coaching development
- Prevented service delays by using account details to assist with technical support and scheduling orders.
- Sent emails to communicate order status and informed customers of back-orders or shipping delays.
- Reviewed orders for accuracy, errors and omissions to minimize incorrect shipments.
- Researched and addressed customer inquiries, questions and issues with 7 business days to promote optimal customer service.
- Reviewed order terms and conditions with customers to comply with company policy.
- Participated in cross-departmental projects aimed at improving overall business operations and customer experience.
- Supported the sales team in generating sales forecasts by providing accurate historical data on order patterns and trends.
- Managed an extensive portfolio of client accounts, fostering strong relationships through proactive communication and diligent follow-up practices.
CAE 3 Commercial Customer Service
Comcast Business
2014.09 - 2017.07
- Resolving customer issues with any technical support for lines of business
- Scheduling truck rolls for technician support on site
- Processing changes of service including but not limited to port of telephone lines, downgrading a service
- Effectively handled chronic escalated calls post installed accounts technical support for escalation and troubleshooting
- Creating support tickets for escalated billing concerns
- Supported internal and external communication projects
- Adjusting to fast pace environment processes and volumes within the call center.
- Attended training sessions on sales skills, product knowledge, technical information, as well as company policies and procedures.
- Enhanced customer satisfaction rates by proactively addressing inquiries or issues before they escalated into larger problems.
- Achieved top-ranking status within the company''s commercial sales division by consistently exceeding quotas.
- Developed, maintained and utilized diverse client base.
Education
Associate of Science - Business
Cambridge College - WA
Aurora, CO05.2007
Skills
- Leadership
- Customer facing interactions
- Time and priority management
- Critical thinking
- Information Tech Support
- Team Engagement, Training and Development
- Interpersonal skills
- Sales driven
- Quota Management
- Communication
- Complaint resolution
- Customer Education
- Reliability
- Organizational Skills
- Product Knowledge
Accomplishments
Navigated my roles through out my career with in the Comcast Business umbrella since September 2014, accomplishing a promotion with each new role I have accepted.
State
CO
Zip
80011
Timeline
Business Customer Experience Rep
Comcast Business
2019.09 - Current
Order Management Coordinator (SDPC)
Comcast Business
2017.07 - 2019.09
CAE 3 Commercial Customer Service
Comcast Business
2014.09 - 2017.07
Associate of Science - Business
Cambridge College - WA
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