Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Rebecca Voris

Somerville,NJ
Rebecca Voris

Summary

Dynamic IT Consultant and former Customer Service Representative at Comcast, skilled in support case resolution and advanced Excel. Proven track record of enhancing customer satisfaction through effective problem resolution and active listening. Adept at streamlining processes, fostering collaboration, and delivering tailored solutions to meet diverse client needs.

Overview

13
years of professional experience
1
Certification

Work History

Comcast

Customer Service Representative
10.2005 - 01.2011

Job overview

  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Sought ways to improve processes and services provided.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Various

IT Consultant
04.1998 - 09.2009

Job overview

  • Used ticketing systems to manage and process support actions and requests.
  • Performed auditing for Y2K readiness compliance
  • Managed high levels of call flow and responded to technical support needs.
  • Monitored system performance to identify potential issues.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Developed and implemented preventive maintenance procedures.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.
  • Tested new software and hardware prior to deployment.
  • Configured hardware, devices, and software to set up work stations for employees.

Self

Artist, Lampwork Glass Beads
06.2002 - 10.2005

Job overview

  • Participated in art exhibitions and shows to showcase work.
  • Built and maintained working relationships with galleries and other art venues.
  • Experimented with variety of styles and techniques to produce unique works of art.
  • Helped artwork meet standards of quality and accuracy.
  • Managed creative process from concept to completion for various art projects.
  • Collaborated with other artists on various art projects and installations.
  • Sought out new outlets and marketing opportunities for lampwork beads

Tufts University

Level 2 IT Support Engineer
06.1999 - 10.2002

Job overview

  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Performed root cause analysis of reported issues to enact corrections.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.
  • Tested new software and hardware prior to deployment.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

Boston University
Boston, MA

Attended 1984-1988 from Computer Science

University Overview

Skills

  • Support case resolution
  • IT technical support
  • Active listening
  • In-depth product knowledge
  • Professional call handling
  • Responsive to new challenges
  • Advanced Excel skills
  • Customer service expertise
  • Experienced in Microsoft Office tools
  • Service upselling
  • Strong written communication skills
  • Experienced in creating presentations with Microsoft PowerPoint
  • Effective problem resolution

Certification

MCSE, 2004

Timeline

Customer Service Representative
Comcast
10.2005 - 01.2011
Artist, Lampwork Glass Beads
Self
06.2002 - 10.2005
Level 2 IT Support Engineer
Tufts University
06.1999 - 10.2002
IT Consultant
Various
04.1998 - 09.2009
Boston University
Attended 1984-1988 from Computer Science

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