Summary
Overview
Work History
Skills
Accomplishments
Certificate Of Excellence
Education
Timeline
Generic
Mary Acosta

Mary Acosta

Woodstock,IL

Summary

Dynamic and results-oriented professional with a proven track record at Comcast, enhancing customer satisfaction through expert technical support and troubleshooting. Skilled in remote assistance and problem-solving, with a strong emphasis on teamwork and collaboration. Demonstrates exceptional technical and customer service skills, significantly improving user experiences. Professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets.

Overview

16
16
years of professional experience

Work History

Technical Support Representative

Comcast
08.2007 - 12.2023
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
  • Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Managed approximately 14 incoming calls per hour from Technicians, resolving technical issues within single interaction.

Skills

  • Technical Support
  • Product Troubleshooting
  • Remote Support
  • Call Center Operations
  • Customer Success Management
  • Application support
  • User Support
  • Technical issues analysis
  • Appointment Scheduling
  • Ticket support system management
  • Teamwork and Collaboration
  • Friendly and Patient
  • Active Listening
  • Organizational Skills
  • Problem-Solving

Accomplishments

  • Best Employee in Certificate of Excellence award.
  • Trained and led technical support teams of more than sixteen support specialists.
  • Achieved optimal troubleshooting by completing Task with accuracy and efficiency.

Certificate Of Excellence

Received this award as a Top 10 performing Technical support representative May and July 2019.

Education

No Degree - Computer And Information Systems

Triton College
River Grove, IL
02-2005

Timeline

Technical Support Representative

Comcast
08.2007 - 12.2023

No Degree - Computer And Information Systems

Triton College

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Mary Acosta