Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
SoftwareDeveloper

JERWUAN LEWIS

Indianapolis,IN

Summary

Resourceful Customer Experience Agent with an Master's and Bachelor's degree and proven industry expertise. Delivered superb customer service for Comcast and earned recognition for quality of work. Excellent communications skills and outgoing personality leading to exceptional results.


Overview

11
11
years of professional experience

Work History

Virtual Customer Experience Professional

Comcast
Indianapolis, IN
09.2011 - Current
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Received promotion into Nirvana program in 2016 that I am currently part of now. Nirvana is a group of universal agents trained in multiple departments such as billing, technical support, retention, and sales. No need to transfer customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Progressed within Nirvana from associate to specialist to professional. Received coveted golden ticket given to top 10% agents. As a golden ticket winner, I was able to create my own schedule for a year.

Customer Service Representative

ACS Xerox
Anderson, IN
03.2011 - 09.2011
  • Provided primary customer support to internal and external customers.
  • Recorded account information to open new customer accounts.
  • ACS (third party call center company that services Verizon Wireless products)
  • Perform troubleshooting with cell phones
  • Upselling verizon wireless phones
  • Managing 40 plus customer calls per day

Education

MBA - Marketing

Colorado Technical University
Colorado Springs, CO
08.2015

Bachelor of Arts - Labor Studies

Indiana University Bloomington
Bloomington, IN
08.2010

Skills

  • Calm and Professional Under Pressure
  • Information Updates
  • Customer Account Management
  • Customer Data Confidentiality
  • Upselling Products and Services
  • Data Entry and Maintenance
  • POS Systems and Ordering Platforms
  • Performance Goals
  • First-Tier Technical Support
  • Proactive Self-Starter
  • Complex Product Knowledge
  • Customer Care

Accomplishments

Received Gift of Time, which rewards top 5% agents for the month with 2hrs off at anytime.


10% of agents for year receiving Golden ticket allowing to create your own schedule for a year.


Year end review led to raise every year there. From 2011 to current.

Timeline

Virtual Customer Experience Professional

Comcast
09.2011 - Current

Customer Service Representative

ACS Xerox
03.2011 - 09.2011

MBA - Marketing

Colorado Technical University

Bachelor of Arts - Labor Studies

Indiana University Bloomington

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JERWUAN LEWIS