Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Certification
Additional Experience
Timeline
Generic

Sean McQueen

Westland,MI

Summary

Tenacious detailed oriented representative with 10+ years experience possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Account Escalations Representative 3, Finance

Comcast Cable and Xfinity Internet
03.2011 - 04.2025
  • Conduct detailed billing audits and revenue recovery analysis using CSGI, Excel and Einstein 360 correcting $250k+ in discrepancies annually and ensuring account accuracy.
  • Manage daily and monthly financial reports for management, improving reporting efficiency.
  • Responded to customer and internal agents questions via chat, phone and email correspondence regarding, billing and account issues with a 95% resolution rate.
  • Process data entries and adjustments for inactive accounts, applying/removing equipment as needed.
  • Conduct query-based data analysis, optimizing operational workflows.


Technical Support, Tech 2

Comcast Cable and Xfinity Internet
02.2007 - 03.2011
  • Reviewed service call work orders, performed remote issue resolutions up sale equipment and service packages.
  • Assisted customers in troubleshooting technical issues, reducing service call volume by 33%.
  • Guided customers via telephone through technical setups, account activations and configurations for cable boxes, remotes, modems, routers, CDV/VOIP, computers and software, achieving 90% customer satisfaction rate.

Field Technician

Comcast Cable and Xfinity Internet
10.2004 - 02.2007
  • Installed, repaired, sold and maintained cable and equipment to include cable boxes, remotes, modems, routers, CDV/VOIP, computers, software and setup of customer TVs, and audio equip 8 to 10 accounts per day.
  • Setup customer home networks
  • Conducted on-site troubleshooting and ensured optimal network performance.
  • Trained new technicians on installation procedures, troubleshooting, and customer service best practices.

Education

Associate of Applied Science - Accounting

Henry Ford College
Dearborn, MI
03.2011

Skills

  • Account auditing
  • Billing Corrections
  • Financial Reporting
  • GAAP
  • Data and Needs Analysis
  • Technical Support
  • Communication
  • Compliance Assurance
  • Workflow Optimization
  • Revenue Recovery
  • Customer support
  • VLOOKUP
  • Pivot Tables
  • PC networking
  • Mechanical equipment repair
  • Power Tools

Accomplishments

  • Optimized workflow and reduced variances by recommending and introducing new workflow process.
  • Recovered $250k annually by correcting discrepancies with accuracy and efficiency.
  • Resolved customer issues with a 94% resolution rate

Certification

SAP training certificates, excel certificates, SalesForce certificate, Scrum certificate

Additional Experience

  • United States Army - Construction Equipment Mechanic & Trainer
  • Led and trained teams of 8-10 soldiers in troubleshooting and maintenance of construction equipment IE (CAT, John Deere, Terex and Bobcat).
  • Oversaw compliance with military policies, safety protocols, and technical manuals.
  • Provided hands-on training in vehicle maintenance, land navigation, and survival techniques.

Timeline

Account Escalations Representative 3, Finance

Comcast Cable and Xfinity Internet
03.2011 - 04.2025

Technical Support, Tech 2

Comcast Cable and Xfinity Internet
02.2007 - 03.2011

Field Technician

Comcast Cable and Xfinity Internet
10.2004 - 02.2007

Associate of Applied Science - Accounting

Henry Ford College

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