Mary Acosta
Woodstock,IL
Summary
At Comcast, excelled as a Technical Support Representative, leveraging technical troubleshooting and customer service expertise to significantly enhance call efficiency and customer satisfaction. Recognized for superior problem-solving abilities, which played a key role in reducing wait times by streamlining processes, mentoring new staff, and collaboratively minimizing recurring issues.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
Technical Support Representative
Comcast, Xfinity
08.2007 - 12.2023
- Managed over 70 calls per day in order to resolve technical support needs.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
- 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
Cashier
Aldi Foods
Morton Grove, Illinois
05.2006 - 08.2007
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Welcomed customers and helped determine their needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
Education
High School Diploma -
Kelvyn Park
Chicago, IL 05.2001 -
Skills
Technical Support
Customer Service
Technical Troubleshooting
Customer service expert
Product Troubleshooting
Remote Support
Accomplishments
- Recipient of individual and departmental awards for providing stellar client service.
- Trained and led technical support teams of more than 10 support specialists.
- Achieved reduced call hold times through effectively helping with technical Chat room support.
- Best Employee Certificate of Excellance award.
Certification
Xfinity Home security training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPaid time offWork from home optionHealthcare benefitsPersonal development programsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work weekTeam Building / Company RetreatsQuote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Websites
Languages
English
Full Professional
Timeline
Xfinity Home security training
07-2019
Technical Support Representative
Comcast, Xfinity
08.2007 - 12.2023
Cashier
Aldi Foods
05.2006 - 08.2007
High School Diploma -
Kelvyn Park
05.2001 -