Experience

City of Methuen

• United States
• Government Administration
• 100 - 200 Employee

• Clerk

  • Apr 2023 - Present

• Administrative Clerk

  • Apr 2023 - Present



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Employee Experience Supervisor

  • Sep 2018 - Apr 2023

  Manages payroll, FMLA, ADA, and leave of absence for customer service, billing department. Works with interdepartmental supervisors, managers and HR to make efficiency and disciplinary recommendations. Supports front line agents for customer escalations and all payroll and leave related issues.

• Customer Service Supervisor

  • Jul 2016 - Sep 2019

  Supervised the performance of Customer Account Executives in all activities related to company products, equipment, and billing. Provided leadership with operational execution planto ensure the customer quality experience and timelines. Supported six other leadership teamsand collaborated to obtain optimum agent performance. Responsible for interviewing, hiring, and training of frontline agents.



Comcast Business

• United States
• Telecommunications
• 700 & Above Employee

• Technical Product Sales Support, Coordinator 1

  • Jan 2015 - Oct 2016

  Coordinated sales orders for Comcast Business for 5 regions, from acceptance through installation. Reviewed business contracts for accuracy, entered new accounts into billing database, set up installation orders and scheduled with clients. Reviewed and entered renewal orders for existing business class customers. Coordinated sales orders for Comcast Business for 5 regions, from acceptance through installation. Reviewed business contracts for accuracy, entered new accounts into billing database, set up installation orders and scheduled with clients. Reviewed and entered renewal orders for existing business class customers.



Comcast

• United States
• Telecommunications
• 700 & Above Employee

• Workforce Management Specialist

  • Mar 2004 - Jan 2015

  Managed customer escalated issues in the New England region of Comcast, including towns in Massachusetts, New Hampshire, Maine and Vermont, from customer account executives, and customer care supervisors. Partnered with field sales and service supervisors and technicians, plant operations supervisors and technicians, as well as construction project coordinators, for customer issue resolution. Subject matter expert for business policies and procedures. Trained new hires and mentor for Workforce Management Associates. Show less

• Operations Analyst

  • Apr 2000 - Feb 2004

  Managed repeat/unresolved customer service issues. Coordinated resources and field operations to investigate and resolve root causes of multi-subscriber, multi-state outages. Liaison between the virtual call-center, technical field operations, subcontractors, and community officials. Trained peers and front-line agents on business policies and procedures.

• Service Center Representative

  • Jul 1999 - Apr 2000

  Provided customer service and sales interactions in a walk-in payment center. Prepared workorders. Processed customer payments and adjustments. Balanced cash drawer and prepared bank deposits. Maintained inventory control for customer equipment and educated customers on installation of equipment.