REVE’ ELLIS
Wyndmoor,PA
Summary
Over 27 years of experience in team building, account retention and expanding network connections. Self-motivated leader with expertise with customer care and introducing products and services.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Coordinator 1, Product Sales and Analysis
Comcast Cable
06.2021 - Current
- Provide customer excellence to customers
Sr Sales Support & Analysis Rep Coordinator
Comcast Cable
06.2005 - 04.2021
- Technical Operations support for all residents in properties in footprint.
- Maintain relationship with operational technical support to insure property receives allocated products and services and technical support per their contract.
- Presented weekly executive summary reporting of technical data to leadership.
- Report data for all Xfinity properties in Freedom Region, totaling over 600 properties with 21 different reports.
- Special projects attentiveness while escalating property portfolios.
- Project lead for portfolios over $20k per month, including any changes or upgrades in service contracts.
- Participate in networking events to meet and discuss services offerings with potential clients.
- Attended over 100 property events to discuss products and services to potential clients bringing in over $150K per year.
- Maintain a 98% accuracy in Master Billing and Collections over 1700 properties the company services with over 2.7 million dollars per month.
Lead Customer Service Representative
Comcast Cable
06.2002 - 06.2005
- Worked with management and development teams to grow customer service improvement initiatives with 95% accuracy to over 200 new team members.
- Implemented new sales tools and processes to assist team members to improve customer service offerings.
- Mentored over 200 team members on strategies and best practices.
- Deliver performance updates, weekly reviews and planning meetings for over 200 team members to management.
- Retained clients and obtained referrals by promptly resolving customer complaints, providing value, and promoting quality.
Customer Service Representative
Comcast Cable
05.1998 - 06.2002
- Assist customers’ needs and endorse company products and services.
- Consult with customers to determine best methods to resolve service and billing issues.
- Deescalate problematic customer concerns, maintaining calm while maintaining a friendly demeanor.
- Cultivate customers on special pricing opportunities and company offerings.
- Worked closely with management and development teams to develop customer service improvement initiatives.
- Go beyond the status quo to drive results while conveying a sense of urgency and bring issues to a closure.
- Internet Essentials promoter in the Philadelphia Area.
Education
High School Diploma -
The Art Institute of Philadelphia
Philadelphia, PaHigh School Diploma - undefined
Murrell Dobbins High School
Philadelphia, PaSkills
- ACSR, Café, Excel, Tableau, Housesmart, Workbench, Neustar, Sphere, Comcast Business Serviceability, Bright Bill, Enterprise Case Management, Sikoms UI, Comcast business Serviceability
- Supports representatives and customers in product selection
Certification
Peer Recognition 2006,2007,2009,2011 • Development of specialized Customer Care Center -2003 • Client Honors 2003.2005, 2007,2008 • Customer Service Awards 2000 - 2009• Mentorship Program - 2001
Timeline
Coordinator 1, Product Sales and Analysis
Comcast Cable
06.2021 - Current
Sr Sales Support & Analysis Rep Coordinator
Comcast Cable
06.2005 - 04.2021
Lead Customer Service Representative
Comcast Cable
06.2002 - 06.2005
Customer Service Representative
Comcast Cable
05.1998 - 06.2002
High School Diploma - undefined
Murrell Dobbins High School
High School Diploma -
The Art Institute of Philadelphia