Gabrielle Fields Email & Phone Number

Florida, United States

Takes a customer-first approach with all customer interactions, handling an array of customer concerns while having a consultative approach with the customer.Listens actively and evaluates customer needs and provides appropriate solutions.Provides Escalated customers with the best resolution. Provides root cause analysis for situations and Account analysis of credit requests and applying appropriate credits. Contacting the customer in the allotted agreed upon time frame. Providing Basic troubleshooting to Xfinity products and services and apps Go over billing concerns with the customers and research discrepancies accordingly. Follow up with customers as needed for their issues. Proficient in ACSR(CSG) billing system, Einstein, retail 360 and making appropriate tickets in ECM. Scan and send documents for appropriate departments into PDF form. Attach documents to emails or chat systems for ticketing purposes. Fax documents needed to appropriate department. Acts as the mentor/trainer for new hires and have trained successful sales reps to achieve excellent top tier results once they get on the sales floor. I have become a leader in my own way to be that positive influence on my peers and show the way to demonstrate what is asked from management. Achieves sales and customer experience goals and objectives. Provides comprehensive customer onboarding activities and ensures customers fully understand how to use and manage all company products/services and gains their consent. Follows up with customers via calling or emailing. Setting up appointments for the customer for install or trouble call.Helps the customer with Xfinity Mobile devices, trouble shooting and bill analysis. Partners with customer care to resolve customer issues, as appropriate. demonstrates sales excellence and professionalism with integrity and a warm and friendly demeanor to customers and teammates.Passionately represents products and services to customers with demos.