Geraldine Benjamin Washington
Willow Grove
Summary
Customer-focused / Personable / Dedicated
Overview
11
11
years of professional experience
Work History
Customer Service Professional
Comcast corporation
04.2016 - Current
- Responsibility for customer Authentication, inputting information account notation billing EXPLANATION, INTERDEPARTMENTAL transfers for continued support and resolution research INFORMATION ON contract for accurately for customer retention implement product and service analysis to assess business need
- Brand the CALL
- BSC responsibiliities Log account and note accurately, use the correct application for the best outcome schedule appointment for installation, research account for pre install status order MANAGEMENT FOR pre-installed accounts cancel ,move, or disconnection verify construction status, process appropriate escalation when necessary Retention call overflow review contract INFORMATION for order status, follow all GUIDELINES FOR appropriate resolution review account status for install dates and customer and sales signatures’ manage bill questions, process disconect request.
Quality and Development Specialist
Corporate call center (The Carney Group)
07.2013 - 01.2016
- Monitoring the calls of licensed and non-licensed agents to ensure compliance/adherence with client guidelines and government regulations, while providing and achieving exceptional customer service Evaluate and score the agent’s use of phone and computer applications according to the guidelines established, evaluate &review associate performance daily, month, quarterly and annually
- Coach and mentor call center agents
- Establish a clear vision and goals aligned with company priorities Communicate Quality and development standards, updates and improvements to all staff Recommend training solutions and opportunities to improve the quality and delivery of customer experience
- Monitor call focusing on performance development, call handling metrics, handle escalations.
Education
AA - Culture Science & Technology
Community College of Philadelphia
Technical Training -
Computer Learning Center of Philadelphia
Accident & Health Insurance License -
State Of Pennsylvania
Skills
- Accurately resolve customer orders and or Mac D orders
- Clear documentation work across multiple applications
- Upsell products and services
- Billing error and payments resolution
- Enter appropriate ticket information
- Proficient in: Teams, Excel, & Outlook / SharePoint
- CSG, Workbench, Sales Force, Open café ERONE
Personal Information
Title: Customer Service Professional
Timeline
Customer Service Professional
Comcast corporation
04.2016 - Current
Quality and Development Specialist
Corporate call center (The Carney Group)
07.2013 - 01.2016
AA - Culture Science & Technology
Community College of Philadelphia
Technical Training -
Computer Learning Center of Philadelphia
Accident & Health Insurance License -
State Of Pennsylvania
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