Johnnie Sinclair
JACKSONVILLE
Summary
Proven leader and customer service expert with a track record of enhancing customer satisfaction and team performance at Comcast Corporation. Skilled in complex problem-solving and time management, adept at delivering exceptional support across various platforms. Increased subscriber satisfaction significantly, leveraging strong oral communication and computer skills to resolve issues efficiently.
Overview
25
25
years of professional experience
Work History
Priority Bulk Associate
Comcast, Xfinity
02.2015 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Support Priority Bulk Communities and customers by explaining our policies, reaching the appropriate channels, identifying and resolving the customer's issues effectively and efficiently as possible.
- Provide technical support for products and services offered by Comcast (Xfinity tv, Xfinity Voice, Xfinity Internet and Mobile service).
- Responsible for order entry on new accounts and upgrades.
- Provided support to my peers as a Subject Matter Expert by taking escalated calls and providing keying assistance when needed.
Customer Experience Specialist
Comcast Corporation
05.2010 - 02.2015
- Support 8.3 million Comcast subscriber's regarding billing and repair and high priority concerns with Comcast Digital Voice, High Speed Internet and Cable tv service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Problem Solving and analytical skills accessed in order to resolve moderate to complex issues.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
Team Leader (BearingPoint)
Convergys
07.2006 - 07.2008
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Interact with Client on daily basis
SR CSR (BearingPoint)
Convergys
06.2004 - 07.2006
- Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
- Monitor Calls to ensure quality standards met and participate on bi-weekly client calibrations.
- Handle case escalations in a timely manner.
- Interact with Client on daily basis.
- Train new hires.
- Monitor CMS to ensure SLA's are met.
- Serve as acting Team Lead in the absence of the the Team Leader.
Acting Team Leader (ABICC)
Convergys
04.2002 - 06.2004
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Responsible for payroll and time off request.
- Handled Supervisor escalations calls.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Senior Call Specialist/ Floor Support ABICC
Convergys
09.2001 - 04.2002
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Assist Team Leader with the management of 18 Call Specialists.
- Answer escalated calls from Call Specialists.
- Monitor CMS to ensure service levels are met.
- Input exceptions into Digital Solutions.
Call Specialist (ABICC)
Convergys
02.2000 - 09.2001
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Mastered product knowledge to provide accurate information and recommendations to customers.
- Answer inbound calls from AT&T Calling card customers, who have been alternately billed, update customer information, verifying calling card plans and adjust bill in accordance with ABBICC/ AT&T guidelines.
Education
High School Diploma -
Jean Ribault Senior High School
Jacksonville, FL06-1988
Skills
- Customer service
- Time management
- Attention to detail
- Computer skills
- Complex Problem-solving
- Oral communication
- Data entry
- Order fulfillment
Timeline
Priority Bulk Associate
Comcast, Xfinity
02.2015 - Current
Customer Experience Specialist
Comcast Corporation
05.2010 - 02.2015
Team Leader (BearingPoint)
Convergys
07.2006 - 07.2008
SR CSR (BearingPoint)
Convergys
06.2004 - 07.2006
Acting Team Leader (ABICC)
Convergys
04.2002 - 06.2004
Senior Call Specialist/ Floor Support ABICC
Convergys
09.2001 - 04.2002
Call Specialist (ABICC)
Convergys
02.2000 - 09.2001
High School Diploma -
Jean Ribault Senior High School
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