Bryce Julun Email & Phone Number

Plano, Texas, United States

Houston, Texas Area

Houston, Texas Area

Responsible for coordinating the order accuracy and integrity of the various sales documents including the Customer Order Form. Works closely with the Sales Team to provide additional reporting and tool utilization. Escalates customer issues accordingly and follows them through to resolution. Responds to Sales Team order concerns in a timely manner. Works on straight forward tasks using established procedures.- Ensure contracts meet all submission criteria and compliance requirements and approve or reject contracts as appropriate.- Review contract and validate services with customer to ensure accuracy.- Serve as primary interface with identified customer IT/technical personnel/vendor/VAR.- Navigates through multiple systems to build, track, and monitor orders. Interface with various levels of sales, operations, engineering, and other functional groups to ensure order flows appropriately.- Meet scorecard productivity/quality metrics.- Other duties and responsibilities as assigned.

Houston, Texas Area

- Responds to incoming inquiries from Sales agents, providing assistance in a courteous and professional manner. - Provides recommendations for improved efficiencies and work order entry simplifications. - Performs account corrections and/or reconciliations as assigned. - Assists with testing and providing feedback regarding Order Entry and/or procedural changes. - Provides solutions for complex issues regarding billing, internet, cable, collections, service, sales, installation and repair issues. Makes effort to retain customers and discourage disconnection. - Possesses excellent knowledge of Windows and Macintosh operating systems, internet/IP, web browsers, e-mail and other PC operating and connectivity technologies. Diagnoses PC hardware, software, operating system and cable modem and cabling issues. - Demonstrates knowledge of TCP/IP, LAN/WAN, cable modem and routers to successfully evaluate and resolve escalated help desk tickets in a timely manner and follows-up with customer to ensure resolution. - Performs advanced-level network diagnostics to identify and resolve network configuration issues from the modem to the Internet backbone (e.g. misallocated IP, duplicate IP, router configuration, etc.).- Formulates recommendations and tactics to improve the operation and simplify the CAE’s job. - Executes knowledge transfer and skills via coaching and demonstration with CAE. Verifies CAE understanding and adherence to new and existing procedures to improve First Call Resolution. - Identifies and documents CAE job knowledge gaps. - Serves as first point of contact for all customer escalations and properly tracks escalations. - Stays informed of all current methods, technology, policies and procedures. - Consistently demonstrates ability to meet higher performance expectations (increased KPI/MPS). - Other duties and responsibilities as assigned.

Houston, Texas Area

-Demonstrates functional skill to troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.-Follow established troubleshooting procedures, including use of appropriate resources and desktop tools. When necessary, produce work order according to established business rules.-Demonstrated ability to establish and maintain effective relationships with customers. Effectively gains the customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.-Corrects discrepancies on customers’ accounts, and researches service disruptions as necessary. When appropriate, follow established escalation procedures to expedite prompt resolution.- Begins to act as a product consultant, articulating product features and benefits and making recommendations based on customer needs/interests; identifying buying signals and asking for the sale, reselling current value or right-size, delivering a quality customer experience.- Demonstrates functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution.- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and apply information and knowledge to customer situations.-Educates and promotes self service options.- Fundamental understanding of competitive environment and begins to position Comcast’s products positively to our customers.- Able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.- Demonstrates ability to achieve established goals and performance metrics.

Bachelor Of Information Technology, Information Technology, 3.0

Education record

High School Diploma