Summary
Overview
Work History
Education
Skills
Timeline
Generic
LINDSEY MACQUEEN

LINDSEY MACQUEEN

Litchfield

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

11
11
years of professional experience

Work History

Direct Sales - Retention CAE

Comcast Business
08.2019 - Current
  • Champion the customer experience by prioritizing customer needs, delivering seamless digital interactions across all touchpoints, and fostering brand loyalty through exceptional service.
  • Actively participate in the Net Promoter System by engaging in team huddles, conducting follow-up calls, and contributing to continuous improvement efforts based on customer and employee feedback.
  • Focus on driving business growth and achieving performance targets through proactive engagement and solution-oriented service.
  • Establish and maintain rapport with customers during each interaction via phone and email communications to facilitate the development of a long-term, mutually beneficial business relationship.
  • Handle inbound calls from existing customers with expiring contracts, guiding them through the renewal process and reinforcing the value of continued service.
  • Assist our customers in achieving success within their own businesses by leveraging a thorough understanding of their needs and operations to provide tailored product recommendations that enhance their overall experience.
  • Provided support to fellow Retention Representatives by resolving order entry issues, addressing customer escalations, and responding to product and policy-related inquiries
  • Assisted in onboarding and training new hires by facilitating virtual learning sessions, monitoring live calls, and conducting regular huddles to evaluate progress and provide ongoing support.
  • Regularly utilize productivity and collaboration tools, including Microsoft Teams, OneNote, Word, and Excel.



RETENTION CAE

COMCAST
11.2017 - Current
  • Serve as an Xfinity Ambassador by actively promoting and reinforcing the value of our products and services.
  • Educate customers on product features, benefits, and available self-service tools through the Xfinity apps, X1 platform, and online portal.
  • Demonstrate proficiency in core systems, including but not limited to CSG, Einstein, and EROne.
  • Efficiently handle service-related requests such as account changes, equipment orders and removals, as well as billing inquiries including refunds, payments, and payment research.
  • Facilitate service transfers for customers relocating to a new address.
    Consistently work toward achieving performance metrics and personal goals.
  • Provided support to fellow Retention Representatives by resolving order entry issues, addressing customer escalations, and responding to product and policy-related inquiries
  • Assisted in onboarding and training new hires by facilitating virtual learning sessions, monitoring live calls, and conducting regular huddles to evaluate progress and provide ongoing support.
  • Regularly utilize productivity and collaboration tools, including Microsoft Teams, OneNote, Word, and Excel.

BILLING CAE

COMCAST
07.2015 - 11.2017
  • Proactively engage in pre-retention efforts by assessing customer accounts and reinforcing the value of subscribed products and services.
  • Educate customers on product features, benefits, and available self-service tools via the Xfinity apps, X1 platform, and online portal.
  • Exhibit strong proficiency in key systems, including but not limited to CSG, Einstein, and EROne.
  • Accurately process service-related requests such as account changes, equipment orders and removals, and billing inquiries including refunds, payments, and payment research.
  • Consistently strive to meet or exceed established performance and sales objectives.
  • Assisted in onboarding and training new hires by facilitating virtual learning sessions, monitoring live calls, and conducting regular huddles to evaluate progress and provide ongoing support.
  • Regularly utilize productivity and collaboration tools, including Microsoft Teams, OneNote, Word, and Excel.

TELLER

DIGITAL FEDERAL CREDIT UNION
08.2014 - 05.2015
  • Accurately process a full range of teller transactions, including deposits, withdrawals, loan payments, check cashing, and end-of-day balancing.
  • Demonstrate comprehensive knowledge of DCU products and services, and effectively communicate their features and benefits to members.
  • Fulfill member service requests such as issuing traveler’s checks, money orders, treasurer’s checks, and gift cards.
  • Proactively identify the financial needs of both new and existing members, and recommend appropriate products and services to strengthen member relationships.
  • Ensure compliance with all DCU policies and procedures, including security protocols and risk mitigation guidelines to prevent fraud and financial losses.

Education

Associates - Liberal Arts

SHNU
03-2020

Criminal Justice

NHTI
12.2011

Skills

  • Excellent verbal and written communication skills
  • Strong collaborative work style with the ability to build effective team dynamics
  • Confident and articulate in delivering presentations
  • Proficient in typing and a wide range of PC applications
  • Quick to learn and adapt to new systems and technologies
  • Effective in both independent work and team-oriented environments
  • Professional telephone etiquette and customer interaction skills
  • Skilled in conflict resolution and handling escalations with professionalism
  • Experience supporting training and development initiatives

Timeline

Direct Sales - Retention CAE

Comcast Business
08.2019 - Current

RETENTION CAE

COMCAST
11.2017 - Current

BILLING CAE

COMCAST
07.2015 - 11.2017

TELLER

DIGITAL FEDERAL CREDIT UNION
08.2014 - 05.2015

Criminal Justice

NHTI

Associates - Liberal Arts

SHNU

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