Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Reedy

Golden,Co

Summary

Dynamic professional with extensive experience at Comcast Cable Corporation, excelling in technical troubleshooting and advanced customer service. Proven ability to enhance team performance through effective training and coaching, while managing complex software issues. Recognized for achieving rapid resolution of customer inquiries and improving processes, ensuring high accuracy and client satisfaction.

Overview

12
12
years of professional experience

Work History

Retail Team Member)

Maverik Kum & Go LLC
Golden, Colorado
02.2022 - Current
  • Provide excellent service, resolving customer complaints in a timely and professional manner
  • Face merchandise, ensuring it is stocked and priced accurately.
  • Ensure that inventory is accurate and updated in system daily.
  • Complete the stores daily task sheets and communicate amongst team to ensure work is completed during shift.
  • Participate in training and mentoring new team members.
  • Perform regular cleaning of counter surfaces, store equipment, fuel pumps and restrooms to keep the store and store equipment clean.
  • Support Food Service operations, ensuring food display items are stocked, and maintaining the self-serve offerings (coffee dispensers, fountain machine, and condiment center), ensuring food safety.
  • Operate the cash register and gas console, accurately handling all payment types for product sold.
  • Adhere to all city, county, state, and federal laws affecting store operations including the sale of alcohol, tobacco, and vaping products.
  • Provided excellent customer service by assisting guests with inquiries and purchases.
  • Participated in inventory control activities such as cycle counts and stock rotation.

Product Support Specialist

ECI Software Solutions
Golden, Colorado
08.2022 - 09.2023
  • Support business customers in resolving software inquiries and issues.
  • Troubleshoot issues with specific software and alerts.
  • Provide expert technical assistance in all aspects of business software needs.
  • Work within Salesforce to assess ticket requests and document issues pertaining to software and customer needs.
  • Oversee ticket queue of escalations while ensuring resolution through ownership of all customer issues related to repair and maintenance of software.
  • Assist with database transfers related to software during server transitions.
  • Facilitate prompt resolution for customers through telephone and e-mail regarding software-related inquiries and issues
  • Performs complex diagnostic troubleshooting to resolve data service issues.
  • Serves as product consultant for business owners by articulating product features and benefits while recommending new lines of business, upgrades, or additional services based on customer needs and interests
  • Served as subject matter expert for team and staff members to facilitate integration of over 1 software and function.
  • Developed and sustained training modules for specific software to foster growth among staff and team members.
  • Facilitated reduction of backlog queue exceeding 100 cases to manageable level for 1-2 specialists, achieving resolution in under 24 hours.
  • Performed root cause analysis on complex technical problems reported by customers.
  • Assisted customers with installation, configuration, and troubleshooting of products.

Corporate Digital Care specialist 3

Comcast Cable Corporation
03.2019 - 06.2023
  • Provided assistance to customers across various social media platforms including Reddit, Twitter, and Facebook.
  • Conducted account assessments to secure optimal service pricing for customers.
  • Reviewed billing statements to verify accuracy of discounts and charges.
  • Delivered technical support for all business and residential service inquiries.
  • Supported national business customers with comprehensive service solutions.
  • Guided a team of business professionals in addressing processes and concerns as a subject matter expert.
  • Executed employee training programs to enhance support for small business clients via social media.
  • Coached team members effectively during training sessions.

Corporate Digital Care Specialist 2

Comcast Cable Corporation
03.2016 - 03.2019
  • Assist customers over social media outlets.
  • Provide account assessments to assist customers in getting the best possible service price.
  • Reviewed new billing processes to ensure accuracy of discounts and charges.
  • Delivered technical assistance to enhance customer experience.
  • Supported business customers nationwide with service inquiries and solutions.
  • Facilitated employee training sessions focused on business services.
  • Coached team members to improve performance and service delivery.
  • Coordinated installation schedules with technicians and customers.
  • Documented customer interactions in the company database for future reference.
  • Monitored service quality to ensure compliance with company standards.
  • Trained new staff on policies, procedures, and customer service techniques.
  • Actively listened to clients' concerns and worked collaboratively with them to identify solutions.
  • Educated clients on product features and usage for optimal satisfaction.
  • Assisted customers with service inquiries and technical issues.

CAE4 Tier 2 Welcome Team Project

Comcast Cable Corporation
Centennial, Colorado
02.2015 - 03.2016
  • Welcomed new customers to business services, enhancing initial engagement.
  • Reviewed customer account orders using Salesforce to verify order status.
  • Contacted customers to confirm successful installation and setup of services.
  • Verified billing accuracy, ensuring all discounts were correctly applied.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

CAE 4 Tier 2 Offline support

Comcast Cable Corporation
02.2015 - 03.2016
  • Served as primary liaison for Tier 1 and customers regarding Name Change, TOF, DADL, Toll-Free, Tax Exempt, and billing audits.
  • Coordinated cross-functional teams to establish best practices and procedures for increased efficiency.
  • Analyzed frontline feedback to develop documented processes for DADL and NC/TOF.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

CAE 3 Tier 1 Technical support; Business Division

Comcast Cable Corporation
Centennial, Colorado
06.2013 - 02.2015
  • Mentored new hire agents during onboarding and ongoing training sessions.
  • Resolved customer issues via telephone and email for phone, internet, and TV services.
  • Conducted complex diagnostic troubleshooting to address voice, video, and data service issues.
  • Served as product consultant for business owners, recommending upgrades and new services based on needs.
  • Led team in resolving over 200 defect fixes during Café 360 trial.
  • Participated in static IP automation trial and Brat tool testing for channel lineup.
  • Contributed innovative ideas to enhance team performance and improve outcomes.
  • Collaborated with diverse coworkers to achieve goals and resolve product-related issues.

Education

High School Diploma -

Standley Lake High School
Westminster, Co
05-1996

Some College (No Degree) - Early Childhood Care And Education

Front Range Community College
Westminster, Co

Some College (No Degree) - Psychology

Ashford University
Clinton, IA

Skills

  • Typing speed 85 wpm
  • High accuracy
  • 10-key data entry
  • ProQuest training
  • Social media support
  • Technical troubleshooting
  • Inventory management
  • Customer service
  • Cash handling
  • Training and coaching
  • Problem solving
  • Advanced customer service
  • Client support
  • Microsoft Office proficiency
  • Salesforce and CSG systems
  • SQL knowledge and query building
  • Process improvement
  • Conflict resolution
  • Conflict resolution techniques

Timeline

Product Support Specialist

ECI Software Solutions
08.2022 - 09.2023

Retail Team Member)

Maverik Kum & Go LLC
02.2022 - Current

Corporate Digital Care specialist 3

Comcast Cable Corporation
03.2019 - 06.2023

Corporate Digital Care Specialist 2

Comcast Cable Corporation
03.2016 - 03.2019

CAE4 Tier 2 Welcome Team Project

Comcast Cable Corporation
02.2015 - 03.2016

CAE 4 Tier 2 Offline support

Comcast Cable Corporation
02.2015 - 03.2016

CAE 3 Tier 1 Technical support; Business Division

Comcast Cable Corporation
06.2013 - 02.2015

High School Diploma -

Standley Lake High School

Some College (No Degree) - Early Childhood Care And Education

Front Range Community College

Some College (No Degree) - Psychology

Ashford University

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Michelle Reedy