Marchella Freeman
Roxbury,MA
Summary
Experienced customer service professional with a strong track record of delivering exceptional support. Seeking a role to leverage years of experience and contribute to an organization that values teamwork, positivity, effective communication, and a genuine passion for helping others. Maintains a calm demeanor in high-pressure situations, committed to providing outstanding assistance and ensuring customer satisfaction.
Overview
28
28
years of professional experience
Work History
Retention Agent
Xfinity Comcast
Malden, MA, USA
03.2008 - 11.2024
- Company Overview: One of the top cable companies in the United States
- Handle large amounts of incoming and outgoing customer phone calls
- Provide quality customer service to current and former customers
- Provide excellent customer service to ensure all inquiries are addressed and resolved
- Document customer contact, responses and actions taken in system generated information log
- Strong knowledge of company policies and it's representation, while also developing ways of helping to generate sales
- One of the top cable companies in the United States
Cable Technician
Continental Cable
Malden, MA, USA
03.1997 - 03.2008
- Installed new cable technologies in homes or companies
- Performed service upgrades or downgrades according to customer preferences
- Performed service disconnections due to non-payment for services
- Explained to customers how to use cable equipment after installation is complete
- Handled antennas, satellite dishes and complex wiring systems
- Troubleshoot operating problems and determine a course of action for repairs
- Kept up to date on technology changes and upgrades and learned new software programs
- Provided quality customer services to all customers
Education
High School -
Jewish Vocational High School
01.1994
Skills
- Time management
- Communication
- Persuasion
- Problem-solving
- Phone contact handling
- Active listening
- Customer account issue resolution
- Teamwork
- Sales lead generation
- Training and development
- Microsoft Word
- Microsoft Outlook
- Internet proficiency
Timeline
Retention Agent
Xfinity Comcast
03.2008 - 11.2024
Cable Technician
Continental Cable
03.1997 - 03.2008
High School -
Jewish Vocational High School