Magun Simmons
Dallas,GA
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts, and enhancing profit channels. Strong leader with proficiency in growing professional networks, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a robust background in customer relationship management. Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and solid collaborative skills leading to optimum outcomes.
Overview
18
18
years of professional experience
Work History
Escalation Account Manager
Xfinity Mobile
07.2023 - Current
- Increased due-business our-business days increase days increased due-business business days increased client satisfaction by building solid relationships and addressing their needs promptly.
- Maintained a high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed severity cases that had to be cleared within a four-business-day time frame. I have effectively managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution. I have also maintained a high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building solid relationships and addressing their needs promptly.
- We have successfully resolved escalated issues, thereby preventing the potential loss of valuable clients and maintaining positive relationships with all parties involved.
- They increased client satisfaction by building solid relationships and addressing their needs promptly.
- Maintained a high client retention rate by providing exceptional customer service and anticipating client needs.
- Maintained a high client retention rate by providing exceptional customer service and anticipating client needs.
Customer Experience Strategy Operations
Comcast - Xfinity Mobile Department
09.2022 - Current
- Managed approximately 30 - 60 incoming calls, emails, online chats, and faxes per day from customers. Worked closely with customers in all markets nationwide, demonstrating the ability to understand the root cause of provisioning, billing, sales, account management, and repair-related tickets and calls across a diverse customer base.
- Managed approximately 30 - 60 incoming calls, emails, online chat, and faxes per day from customers. Able to identify the root cause of provisioning, billing, sales, account management, and repair-related tickets and calls.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
Associate Business Analyst
Comcast NBC Universal
10.2017 - 12.2021
- Utilizing expertise, identified and implemented appropriate resolutions for various products, from VOIP to Metro Ethernet Fiber services, demonstrating strong problem-solving skills and adaptability.
- Improving interdepartmental communication was pivotal. An acting bridge between technical staff and non-technical stakeholders ensured that everyone had a clear understanding of project goals and requirements, thereby enhancing project efficiency and success.
- Researched competitors to build reports of rising trends in multiple markets.
- Worked one-on-one with clients to improve business service specifications.
- We optimized IT infrastructure by assessing current capabilities and recommending strategic upgrades.
- Selected to be a Peer mentor to assist agents in developing their knowledge of new products.
Technical Support Specialist
Comcast NBC Universal
07.2016 - 10.2017
- Applied software issues and communicates with the help desk to resolve complex issues or problems.
- Communicates, engages, and provides customers with education on products and services.
- By efficiently resolving technical issues and providing timely support, we have significantly improved customer satisfaction.
- Analyzed networking issues, including connectivity problems, slow speeds, or complete outages, promptly restoring service functionality.
- Analyzed networking issues, including connectivity problems, slow speeds, or complete outages, promptly restoring service functionality.
- 'Managed approximately 30 incoming calls and emails per day from customers.'
Comcast Customer Experience Technical Support
Comcast
06.2015 - 07.2016
- Monitor inbound and outbound telephone calls, providing customer service, and troubleshooting within call centers to ensure customer service meets quality assurance standards
- Documents customer service quality issues according to procedure
- Compiles reports pertaining to performance and quality assurance issues for review by management.
- Demonstrated adaptability in handling diverse technical environments, including various hardware, software, and network configurations.
- Provided after-hours support as needed to maintain seamless 24/7 assistance for global clientele.
Business Analyst
Motorola Solutions
11.2013 - 04.2015
- Performed keyword research and competitive analysis
- Implemented technical SEO audits and changes
- Managed content production by planning content calendars, collaborating with content writers, and supporting them on SEO
- Collaborated with the SEO managers and other in-house marketing teams
- Collaborated with developers and product teams to implement necessary features and changes.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
Verizon Wireless Data Technical Support
Verizon Wireless
06.2006 - 10.2013
- Developed skills in multiple cellular operating systems
- Provided customer support for IOS, Android, Windows Mobile, Blackberry OS, and Palm OS
- Analyzed technical problems and provided support in a professional, thorough, efficient, and effective manner
- Remotely diagnosed various issues, including hardware, software, database, physical and wireless networking, and telecommunications.
- Reduced response times for technical issues by developing a comprehensive knowledge base for troubleshooting.
- Provided hands-on support during critical incidents or escalations, working closely with impacted customers to restore normal operations as quickly as possible.
- Managed approximately 30 incoming calls and emails per day from customers.'
Education
Some College (No Degree) - Information Technology Project Management
Kaplan National University
Phoenix, AZSome College (No Degree) - Computer Science
University Of Phoenix
Orlando, FLSkills
- MS Office Suite
- Adobe Reader
- P2K Billing Systems
- ACSR (CSG) Billing Systems
- COMTRAC Billing Systems
- Scout
- Watchtower
- Neustar
- Order path
- Century BroadSoft tool for BVE/PRI
- Workbench
- Century
- IP Control
- BACC
- TTS Remedy
- SevOne Utilization reporting
- Excellent multi-tasking skillset
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
Timeline
Escalation Account Manager
Xfinity Mobile
07.2023 - Current
Customer Experience Strategy Operations
Comcast - Xfinity Mobile Department
09.2022 - Current
Associate Business Analyst
Comcast NBC Universal
10.2017 - 12.2021
Technical Support Specialist
Comcast NBC Universal
07.2016 - 10.2017
Comcast Customer Experience Technical Support
Comcast
06.2015 - 07.2016
Business Analyst
Motorola Solutions
11.2013 - 04.2015
Verizon Wireless Data Technical Support
Verizon Wireless
06.2006 - 10.2013
Some College (No Degree) - Information Technology Project Management
Kaplan National University
Some College (No Degree) - Computer Science
University Of Phoenix
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