Summary
Overview
Work History
Education
Skills
Enjoy family and time with pets. Love nature.
Additional Information
Languages
Timeline
Generic

Lila Newton

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Advanced Customer Care Rep. position. Ready to help team achieve company goals.

Overview

12
12
years of professional experience
1
1
year of post-secondary education

Work History

TLC, Universal

Comcast Cable Company
01.2019 - Current
  • Maintain customer/technician satisfaction with forward-thinking strategies focused on addressing customer/technician needs and resolving concerns.
  • Handle customer/technician inquiries and suggestions courteously and professionally.
  • Actively listen to customers/technicians, handle concerns quickly and escalate major issues to supervisor.
  • Manage customers/technicians appointment and routes daily to assure closest job and on time arrivals.
  • Make necessary adjustments of route and assigned techs per skill set of job, to assure best service experience for customer and stay on track with scheduled time frames. (Route changes).
  • Respond to workflows emails and send department's quota and pool reports.
  • Respond to customer/technician/Tech ops supervisors requests for services, and company information.
  • Participate in team meetings and training sessions to stay informed about product updates and changes.
  • Promote superior experience by addressing customer/technician concerns, demonstrating empathy, and resolving problems quickly.
  • Work with team members by displaying constant communication throughout our shift per Teams/email or direct calls if necessary.
  • Remove technicians/Business Partners, out of quota or to another area for the day, when there is not sufficient work to route out.
  • Responsible for making sure technicians are on time and inform customers of expected on time arrival delays.

TLC 2, Fulfillment (Universal)

Comcast Cable Company
11.2017 - 01.2019
  • While still working as technical dispatch(FTC),was flexible to work when needed in ER department.
  • Handled customer inquiries and scheduled appointments, through inbound calls or chat courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Communicated with other departments where customer concerns were directed.
  • Dispatched technicians available to correct issues on go back of appointment that was missed or didn't meet time frame as scheduled.

CommOps 2, Fulfillment (Field Liaison)

Comcast Cable Company
05.2012 - 11.2017


  • Updated account and equipment information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Educated customers about billing, payment processing and support policies and procedures
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Worked along with the Technicians that called in to add customer equipment and activation.
  • Assisted technicians with trouble shooting issues with install/or trouble calls.
  • Upgraded/changed customer's services while Technicians were onsite.
  • Supported customer retention by creating and offering unique discount options and inspiring interest in new product and services.
  • Trained new hired agents regarding company operations, policies and services.

Education

Business Certificate - Accounting And Business Administration

National Institute of Technology, Mi
Livonia, MI
10.1987 - 01.1989

Skills

  • Schedule Management
  • Ensuring Customer Satisfaction
  • Technical Support
  • Problem-Solving
  • Call Management
  • Cross-Functional Teamwork

Enjoy family and time with pets. Love nature.

I try to stay active. Spending quality time with my family cooking and going to outdoor events. Also going on walks with my dog and playing. Love movies, series, classic tv and documentaries. I also love all music. Travel is a delight, when there is time. People person. Laugh,Love and Live.

Additional Information

I'm a self starter. I am open to creative criticism. I always put my best foot forward and work on areas of improvement. I work well with others. I am a true believer in teamwork. "Teamwork makes the dream work".

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

TLC, Universal

Comcast Cable Company
01.2019 - Current

TLC 2, Fulfillment (Universal)

Comcast Cable Company
11.2017 - 01.2019

CommOps 2, Fulfillment (Field Liaison)

Comcast Cable Company
05.2012 - 11.2017

Business Certificate - Accounting And Business Administration

National Institute of Technology, Mi
10.1987 - 01.1989

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Lila Newton