I've been with Comcast Cable for 18 years. I started off in Technical Operations where I was a service technician. I was selected to participate in a quality control group of technicians to where we would help troubleshoot customer issues in an attempt to avoid unnecessary service visits. I would also handle any escalations that my managers would directly send to me. I was responsible for contacting the customer to address their complaint and to report back to management with a resolution. In my time in this role I was given the task of running daily tech ops reports and creating spreadsheets using excel. I also took on the responsibility of servicing technician service meters for multiple areas, Cherry Hill, Burlington, Sewell, Vineland, Toms River, and Pleasantville. I would troubleshoot technical issues, manually do firmware updates, and send their meters out to be repaired. I would go to the different shops to calibrate and show them the different functions of their service meter.After 10 years in Technical Operations I took a position handling customer escalations. We would would complaint tickets that were generated. Tickets included BBB complaints, corporate escalations, damage complaints, underground complaints, maintenance and construction complaints, and technician complaints. I partnered with many different departments to help with customer resolution, I owned the customer experience from beginning to end.After 4 years our escalations department was dissolved in to FTC where I was a dispatcher in Beltway region for Ocean City, Salisbury, Dover, and Elkton Harford. I accepted a Gig position for 6 months with the Quota department for CLI Priority Leakage . I worked with software developers and quota management to put a process in place for this project. I was given 90 hand selected service technicians from the Northeast Division to keep them productive with the Leakage jobs. I ran reports that would identify these specific jobs. I used software programs that would send a text message to our customers so that they could select a certain date and time for a service technician to come out and resolve the Leakage concern. I manually tracked these jobs through until completion using excel spreadsheets that I created using different formulas. I would update these reports daily for management so we could track our success rate with job completion and customer acceptance rates.