MarQuetta Preston

Work History

Specialist 2, Customer Service Operations

Comcast Cable

01.2022 - Current

Responsible for the development and implementation of Customer Care Operations policies, procedures, and performance standards
Responsible for providing support to our internal and external customers by resolving prominent level, escalated customer problems/complaints promptly and efficiently
Provides analytics and support to help drive operational efficiencies
Creates effective customer care strategies to include technology, productivity tools, service quality, revenue, and departmental processes
Works with moderate guidance in own area of knowledge
Exercises sound judgment and acts responsibly in the customer’s and the company’s interest
Provides customer service for all sides of customer contact, including customer escalations, and operations analysis
Coordinates with internal and external resources as needed to resolve customer issues
Reviews work processes and recommends improvements
Effectively investigate and resolve Unauthorized Charge Disputes following documented policy
Provide coaching feedback to submitters
Provide NPS callback support for HQ employees, proactively contacting our customers in response to their NPS survey feedback by resolving new and/or existing issues expressed during the interaction
Analyzes key performance indicators and other operational metrics
Collaborates with managers in the identification, prioritization, planning development, coordination, support, and execution of high-impact plans for effective and sustainable cost savings
Treats customer and company information with appropriate sensitivity
Consistent exercise of independent judgment and discretion in matters of significance
Regular, consistent, and punctual attendance
Must be able to work nights and weekends, variable schedule(s) as necessary
Other duties and responsibilities as assigned

Notary Public

Self Employed Services

07.2020 - Current

Effectively managed multiple priorities while meeting deadlines in a fast-paced environment, resulting in increased productivity overall.
Stayed current on industry trends and changes in notary laws to provide up-to-date service offerings to clients.
Collaborated with attorneys and other professionals for seamless execution of legal transactions requiring notarization.
Enhanced client satisfaction by providing thorough and accurate notary services in a timely manner.
Checked documents for accuracy and correct signing before notarizing.
Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.

CAE 4, Cust Exp Professional (ECE-Case Manager)

Comcast Cable

01.2010 - 01.2022

Aiding various departments to improve the customers’ experience
Managed a high-volume workload within a deadline-driven environment
Resolving inquiries consistently as well as meeting performance benchmarks in all areas
My current role includes the following: On-Boarding Reporting, Real-Time Technician Support, Damage Complaints, Direct Sales Escalations, Corporate Escalation Tickets, Floor Support Email Escalations, Retail/ Service Center Email Escalation, Written Corporate Complaint Response, Agent Live Chat Assistance, ER – Escalations Tickets
Created and managed a project aiding our retail center agents with improving the customer’s experience, including on-site training for agents and management
These interactions built departmental and networking relationships, improving reliability and timeliness of retail center responsiveness
Became the 'go-to' person for retail center agents that needed help with account and customer issues

Freedom Escalations Agent

Comcast Cable

01.2007 - 01.2010

De-escalated issues about appointments, billing, complaints, retention, sales, and service
Freedom Escalations Agents / Department took 80% of the escalated calls coming into the call center
We also support our Corporate Escalations Team

New Hire Mentor

Comcast Cable

01.2007 - 12.2007

Supported trainer of new hires during the classroom and nesting periods, which transitioned into a temporary floor supervisor for the newly hired representative
I became one of the leads 'go-to' people for new representatives and particularly challenging calls as one of the primary mentors
Accountable for ensuring that the newly hired representatives had all the essential skills and knowledge to perform their daily job functions

Retention Agent

Comcast Cable

01.2005 - 01.2007

Retained customers with the value of their products and services
Educated customers on their current products/services and provided billing explanations
Negotiated sales of new products/ services and promotions

Customer Accounts Agent

Comcast Cable

01.2003 - 01.2005

Managed a high volume of inbound calls in a call center environment
Aiding customers about the account, billing, and sales inquiries

Summary

Overview

Work History

Specialist 2, Customer Service Operations

Notary Public

CAE 4, Cust Exp Professional (ECE-Case Manager)

Freedom Escalations Agent

New Hire Mentor

Retention Agent

Customer Accounts Agent

Education

Associates Degree - General Studies- Business

Certificate - Medical Assistant

H.S. Diploma - Licensed Cosmetologist

Skills

Timeline

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