Lawanda Brown
JACKSONVILLE,Florida
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
RTA ANALYST
Xfinity Comcast
Jacksonville, FL
07.2013 - Current
- Monitored real-time labor performance metrics and identified areas for improvement.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Collaborated with Human Resources to implement new policies related to staffing levels and scheduling requirements.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Offered subject matter expertise on employment regulations, compensation policies and personnel management procedures to optimize internal structures.
Sales Support Coordinator
Xfinity Comcast
Jacksonville, FL
11.2010 - Current
- Provided administrative support to the sales team by maintaining accurate customer records and updating customer databases.
- Created weekly, monthly, quarterly reports for the sales department outlining progress towards goals.
- Assisted in developing sales strategies, tactics and plans to increase revenue growth.
- Organized trade shows and exhibitions to showcase products and services of the company.
- Researched competitors' activities and provided recommendations on pricing structure changes based on research findings.
- Prepared quotes for customers based on their needs and budget requirements.
- Processed orders received from customers via phone, email or web portal efficiently and accurately.
- Resolved customer complaints in a professional manner within established guidelines.
- Provided training to new employees about company policies, procedures and processes related to Sales Support Coordination role.
- De-escalated irate customers with communication skills and sales expertise.
- Followed-up with sales teams and customers with complex issues to coordinate resolutions.
- Processed customer orders, exchanges and returns and kept customers informed about progress.
- Answered high volume of calls in fast-paced environment to offer above-and-beyond support for sales representatives' diverse needs.
- Met performance standards consistently for answer rate, handle time and service quality.
Retention Specialist
Xfinity Comcast
Jacksonville, FL
04.2008 - Current
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Developed strategies to improve customer experience and increase loyalty.
- Researched competitive offerings and identified opportunities for improving our product offering.
- Collaborated with other departments to develop promotional campaigns aimed at increasing retention rates.
- Participated in cross-functional teams dedicated to developing innovative solutions for reducing churn rate.
Technical Support Representative
Xfinity Comcast
Jacksonville, FL
07.2006 - Current
- Provided technical assistance to customers through phone, email and chat support.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Assisted customers with installation of new hardware and software applications.
- Diagnosed system errors and implemented solutions to resolve them.
- Maintained detailed records of customer interactions and transactions.
- Identified potential areas for improvement in existing products or services.
Education
Bachelor of Arts - Marketing
Arizonia Global University
Arizona City, AZSkills
- Risk Mitigation
- Documentation and Reporting
- Audit Support
- Trend Modeling
- Information Gathering
- MS Excel
- Evidence-Based Decision Making
- Multiple Priorities Management
- Data Entry
- Inbound and Outbound Calling
- Product Knowledge
- Complaint Resolution
- Microsoft PowerPoint
- Call Center Operations
Timeline
RTA ANALYST
Xfinity Comcast
07.2013 - Current
Sales Support Coordinator
Xfinity Comcast
11.2010 - Current
Retention Specialist
Xfinity Comcast
04.2008 - Current
Technical Support Representative
Xfinity Comcast
07.2006 - Current
Bachelor of Arts - Marketing
Arizonia Global University