Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tawanda Pope

Canton,MS

Summary

Dynamic Customer Experience Specialist with a proven track record at Comcast, excelling in customer service and account management. Recognized for enhancing first call resolution and achieving accolades for exceptional performance. Proficient in ACSR and skilled in understanding customer needs, fostering collaborative teamwork to drive service excellence.

Overview

17
17
years of professional experience

Work History

Customer Experience Specialist, Recovery

Comcast
05.2016 - Current
  • Manage high volume of calls in a fast-paced virtual call center, focusing on customer experience and first call resolution.
  • Use active listening and problem-solving skills to address unresolved issues of chronic callers.
  • Work independently with minimal supervision, making sound decisions within my authority for the benefit of customers and the company.
  • Correct discrepancies on customers' accounts and research service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.
  • Complete order entry in ACSR, including sales, repackaging services, and necessary rate code adjustments.
  • Proficient use of billing systems and tools including ACSR, Einstein, ECM, Microsoft Office, and real-time support to assist customers.
  • Provide customers with detailed explanation of their bills, including prorations, credits, and one-time charges. Make corrections to rate codes as required.
  • Identify customers' needs through active listening to suggest additional services and products when applicable.
  • Collaborate with team members to create a positive work environment and improve overall customer experience.
  • Empower fellow team members through sharing knowledge and techniques that contribute towards improved service quality standards across the department.

Customer Account Specialist, Three Product Repair

Comcast
04.2008 - 05.2016
  • Handled high volume of inbound calls in a fast-paced call center.
  • Proficiently used billing systems, knowledge base, and technical tools to assist customers.
  • Provided technical support for video, high-speed internet, and digital voice services.
  • Provided detailed billing explanation to customers, and applied adjustments and rate code corrections as needed.
  • Provided floor support to my peers during management meetings and training sessions.
  • Helped train new hires during the Nesting process.
  • Selected member of the elite First Call Resolution Team, created to improve the call center's overall First Call Resolution (FCR) metric.
  • Received multiple accolades for exceptional performance, including Employee of the Month, Top 10 Performer, and Golden Ticket recipient.

Education

Bachelor of Arts - Accounting

University of Arizona Global Campus
Chandler, AZ
05-2026

Skills

  • Proficient in ACSR, ECM, Einstein 360, and Microsoft Office
  • Real-time support
  • Billing accuracy assurance
  • Order entry
  • Meticulous attention to detail
  • Strong verbal and written communication
  • Effective team collaboration

Timeline

Customer Experience Specialist, Recovery

Comcast
05.2016 - Current

Customer Account Specialist, Three Product Repair

Comcast
04.2008 - 05.2016

Bachelor of Arts - Accounting

University of Arizona Global Campus

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