Experience

Arjo

• Medical Equipment Manufacturing
• 700 & Above Employee

• Service Consultant

  • Jun 2013 - Present



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Executive Escalation Specialist

  • May 2004 - Feb 2013

  Responsible for resolving high level, escalated customer problems/complaints promptly and efficiently. Researched and resolved all customer issues related to sales, service, products or billing, and may cover any product line. Exercise sound judgment, and acts responsibly in the customer's and the company's interest. -Collects complaint information from all sources such as, but not limited to, email, regular mail, and voicemail. -Takes incoming calls and referrals from field staff. -Determines the problem: product, billing, undelivered or undeliverable product or service. -Determines requirements to resolve the problem. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and workgroups to troubleshoot and resolve issue. -Examines records including bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents. -Tracks issues and resolution in department database and document issues as appropriate. -Prioritizes work load based on timing and severity of issue. -Alerts management about recurring customer impacting issues. Show less