Patrice Allen
Yorkville,IL
Summary
Customer-focused professional with background as Customer Experience Agent. Possess strong knowledge in customer service, conflict resolution, and communication skills which have been utilized to enhance customer satisfaction in previous roles. Strengths include active listening, problem-solving, and maintaining positive relationships with diverse customers. Have consistently demonstrated commitment to improving overall customer experience.
Overview
17
17
years of professional experience
Work History
Customer Experience Agent
Xfinity Comcast
Yorkville, Illinois
11.2015 - Current
- Promoted available products and services to customers during service, account management and order calls.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Maintained a high level of professionalism when dealing with difficult customers.
- Documented detailed notes about each repair job for future reference purposes.
- Provided accurate information about products and services to customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Assisted in training new agents on repair procedures and company policies.
Dispatch Center
Wide Open West
Naperville, Illinois
06.2011 - 11.2025
- Assist field technicians with provisioning cable, telephone and internet services
- Accurately documenting types of calls received for reporting and tracking purposes
- Troubleshooting with the different teams Boss, Tele Ops, and Business team to make sure the equipment is working properly for the technicians and the customers making sure all accounts are correct
- Operating systems used; Word, Excel, PowerPoint, Access, Outlook, CSG, ICOMS, Microsoft Office
Protocol Global Solutions
Aurora, Illinois
06.2010 - 01.2011
- Company Overview: Illinois and Colorado Dept of Corrections
- Monitoring offenders on home detention
- Grant movement for parolees
- Handled over 40 inbound calls a hour from the state of Illinois and Colorado
- 50-60 outbound calls for offenders on ED
- Update offenders work history and address
- Leave messages for offenders and parolee agents
- Troubleshoot offenders ankle bands and home FMD
- Data entry for tech
- Illinois and Colorado Dept of Corrections
Customer Service Representative
West Corporation
El Paso, TX
08.2008 - 06.2009
- Handled over 30-45 inbound calls a hour from AT&T customers
- Would perform troubleshooting to resolve any issues with AT&T products
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Would up sell and promote AT&T featured products
- Recommended improvements in products, service and billing methods to management to prevent future problems.
Education
Diploma -
Oswego High School
01.2006
Skills
- Upselling
- Call center experience
- Complaint handling
- Team Training
- Technical support
- Conflict management
- Escalated call handling
- Customer service
- Quality control
- Rapport building
Timeline
Customer Experience Agent
Xfinity Comcast
11.2015 - Current
Dispatch Center
Wide Open West
06.2011 - 11.2025
Protocol Global Solutions
06.2010 - 01.2011
Customer Service Representative
West Corporation
08.2008 - 06.2009
Diploma -
Oswego High School
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