Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tanganyika (Tangyi) Johnson

Ocala,FL

Summary

Honorably discharged Army veteran and seasoned professional with a proven track record at Comcast, Xfinity, excelling in customer satisfaction and problem-solving. Demonstrated expertise in customer support and escalation management, leading to enhanced service delivery and performance excellence. Mentored new hires, significantly improving team capabilities and achieving high customer satisfaction rates.

Overview

10
10
years of professional experience

Work History

Technical Integration & Products Solutions

Comcast, Xfinity
05.2024 - Current
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted agents with more complex inquiries and issues.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

ATS Repair Specialist (Advanced Trouble Shooting)

Comcast, Xfinity
08.2018 - 04.2024
  • Enhanced customer satisfaction through the facilitation of prompt and effective resolutions.
  • Actively participated in regular training sessions on new tools and techniques.
  • Troubleshot complex technical issues, identifying root causes and implementing effective solutions.

CE 3, Cust Exp Specialist (Repair)

Comcast, Xfinity
10.2015 - 08.2018
  • Guided new hires as subject matter expert, leading to highly successful agents with a solid understanding of the job.
  • Consistently achieved and surpassed performance expectations.
  • Actively participated in regular training sessions on new tools and techniques.
  • Followed all company policies and procedures to deliver quality work.

CE 2, Cust Exp Associate (Repair)

Comcast, Xfinity
12.2014 - 10.2015
  • Mentored junior agents for professional development and successful adaptation to the call center environment.
  • Contributed to departmental growth by serving on various committees: Great Place to Work; Comcast Cares; Toastmasters.
  • Consistently achieved and surpassed performance expectations.
  • Actively participated in regular training sessions on new tools and techniques.
  • Followed all company policies and procedures to deliver quality work.

Priority Bulk Representative

Comcast, Xfinity
08.2014 - 12.2014
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Associate of Science - Philosophy

Florida State College At Jacksonville
Jacksonville, FL
05.2012

Skills

    • Customer Support
    • Data Entry
    • Customer Satisfaction
    • Written and oral communication
    • Empathy Display
    • Complaint resolution
      • Call Management
      • LiveChat
      • Product and service knowledge
      • Escalation management
      • Brand Promotion
      • Problem-solving skills

Timeline

Technical Integration & Products Solutions

Comcast, Xfinity
05.2024 - Current

ATS Repair Specialist (Advanced Trouble Shooting)

Comcast, Xfinity
08.2018 - 04.2024

CE 3, Cust Exp Specialist (Repair)

Comcast, Xfinity
10.2015 - 08.2018

CE 2, Cust Exp Associate (Repair)

Comcast, Xfinity
12.2014 - 10.2015

Priority Bulk Representative

Comcast, Xfinity
08.2014 - 12.2014

Associate of Science - Philosophy

Florida State College At Jacksonville

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Tanganyika (Tangyi) Johnson