Work Experience

Comcast Technician Center of Excellence Routing Associate

Managed and coordinated 20-30 field technician routes and work order assignments daily within a designated 50-mile residential radius; using phone and chat software with an average 102% technician on-time-arrival score for customer appointments.
Administrated 40-60 specialty and customer installation work-orders using field technician management software while also coordinating with 2-3 field technician supervisors for on-the-fly requests and status reports on a daily basis.
Optimized Commercial field technician routing by sorting, pre-assigning and balancing 5-10 advanced and specialty work-orders on a daily basis.

Managed an average of 20-60 customer accounts on a daily basis troubleshooting account billing problems. Maintaining an average of over 70% of the customers having their problem solved within just one call.
Coordinated 20-60 daily, incoming calls from field-technicians requesting assistance troubleshooting cable equipment and customer account problems in the west division consisting of 8 states with a Comcast footprint.
Simultaneously, managing an average of 20-30 customer account trouble tickets via text messaging software system