Customer-focused professional with broad-scope background spanning quality control, troubleshooting, servicing, and business development; track record of progression based on dynamic job performance and strong leadership qualities

  Expertise in researching, analyzing and resolving customer issues ranging from work order/order fulfillment discrepancies to billing issues and service concerns

  Dynamic communication, presentation and interpersonal relation skills instrumental to effectively interfacing with customers as well as staff

  Strong prioritization, strategic planning and workflow/project management skills crucial to optimizing productivity and efficiency in fast-paced, time-sensitive environments

  Honorably served with U.S. Army for 4 years in a Military Police capacity; high level of professional integrity and exemplary work ethic

Comcast Cable - Sacramento, CA 1994-2009
Quality Control Representative

Steadily promoted from Customer Service Representative to Internal Customer Service Specialist prior to progressing to Quality Control Representative for this major provider of broad-scope entertainment, information and communication products/services spanning cable, digital telephone and Internet

Proactively monitored and investigated staff work order, billing and service issues for both internal and external customers, with focus on quality assurance

Defined and implemented prompt solutions to ensure optimal client satisfaction as well as order fulfillment and billing accuracy

Effectively interfaced with staff in isolating and troubleshooting problems as well as mitigating future related issues

In Customer Service capacity, successfully consulted in, promoted and coordinated products/services, applying extensive product/service knowledge as well as ability to clearly define and meet customer expectations toward attaining and surpassing sales and servicing performance goals

Additional background as Military Policeman, United States Army; 4 years