Michele Eldridge Email & Phone Number

SPECIALIST 1Comcast CableOct 2016 – Present Subject matter expert for team, department in research and resolution of customer issue(s) Successfully took over refund check review and approval, eliminating errors by 32%  Consistently exceeds daily / weekly productivity by 7%

Beaverton, OR

 Successfully took on new department process, eliminating refund timeline by 12%  Consistently exceeds daily / weekly productivity by 5%  Helped increase customer satisfaction results by 7%

Tigard, OR

Maintain decision accuracy above 94%Maintain hourly productivity of 12.22% with a department average of 7.85%Maintain fraud rate of 1.03% with a department average of 1.34%Maintain Quality results of 98.3%

Consistently achieved quality results of 99.58%Worked with internal departments to update processes and proceduresDemonstrated the highest level of job specific knowledge, constantly exceeding all departmental and team goals for productivity and qualitySuccessfully resolved customer account issue by researching and escalating inquiry for 100% resolution

Consistent top performer achieving over 95% quality scoresProvided coaching and feedback to Leadership team for issues identified during quality call reviewAssisted with updating process to improve documentation provided to leadership team for calls reviewed

Maintain personal account information to ensure account compliance and securityAnalyze and review accounts identified requiring update due to gap in coverage100% record of completing all required updates within specified timeline

Analyze and correct accounts identified on daily reportsProcess improvement identified to ensure accounts not requiring update are removed from reporting, decreasing time spent on review by 25%Assisted with accounts in dispute, review account data, process adjustments as needed to reduce impacted accounts by 37%

Verify documentation provided by Loan Officer and borrower matches loan application. Prepare loan documents for approved home loan package, act as liaison and maintain communication between customers and all parties involved in the transaction. Prepare approved loans for closing, coordinating closing with escrow and title company. Perform other duties as.