Shawn Troxtell
Tucson,Arizona
Summary
Accomplished Social Media/Escalations Professional with a proven track record at Comcast, enhancing customer satisfaction and resolving complex inquiries. Expert in leveraging teamwork and problem-solving skills to mentor team members and improve processes. Demonstrated ability to maintain composure under pressure, leading to significant increases in resolution rates and customer trust.
Overview
11
11
years of professional experience
Work History
Social Media/Escalations Professional
Comcast
10.2020 - Current
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Assisted other departments with phone support when they was busy or short-staffed.
- Provided coaching and guidance to team members on handling difficult customer situations, leading to increased resolution rates.
- Served as a key point of contact between customers, internal departments, and external partners during escalations processes.
- Demonstrated exceptional problem-solving skills when faced with complex customer situations, leading to successful resolutions that restored customer confidence and trust in the company.
Universal Customer Service Representative, E-Tail
Comcast
01.2018 - 10.2020
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner due to new customer orders falling out.
- Navigated multiple software applications simultaneously to provide efficient assistance during customer interactions.
- Exceeded goal of two tickets per hour, and maintained over three per average.
- Mentored and coached team members on QA topics and strategies to consistently reach 85% score or higher.
Technical Specialist
Sears Call Center
09.2013 - 01.2018
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
- Provided excellent customer service by addressing inquiries related to payments processing; resolved issues promptly to ensure client satisfaction.
- Applied critical thinking skills to identify patterns in reported issues, enabling targeted improvements in hardware and software systems.
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Problem Resolution
- Calm Under Pressure
Timeline
Social Media/Escalations Professional
Comcast
10.2020 - Current
Universal Customer Service Representative, E-Tail
Comcast
01.2018 - 10.2020
Technical Specialist
Sears Call Center
09.2013 - 01.2018