Michael Jackson Email & Phone Number

Spring, TX, US

Houston, Texas, United States

Worked as part of a team on Windows-based hardware refresh projects at hospitals.Imaged PCs, laptops, thin clients, and tablets for Windows 10/Windows 11 migration.Configured devices, added them to Active Directory, installed applications, and configured end-userprofiles.Troubleshot and diagnosed issues, and replaced or swapped out equipment as necessary

Houston, Texas, United States

Responsible for answering incoming calls regarding technical questions and problem resolution related to Comcast products as well as customer equipment. Handles billing overflow calls. Works to minimize and/or reduce service appointments to the customers home. Offers Comcast products and services to meet customer needs. Exercises sound judgment within the.

Wichita, Kansas Area

Owns all guest interactions and serves as a point of contact, providing the highest level of hospitality and professionalism while also accommodating special requests whenever possible. Responds to all guest requests in an accurate and timely manner, making recommendations regarding brand products and services when appropriate. Promotes the Captain's Club.

Wichita, KS

• Creates, updates and analyzes reports charting Net Promoter Score, work flow and training. Trend comparisons between competitors at the department, regional, and enterprise level.
• Listens and analyzes representative’s calls from the Customer Listen Engine surveys and provided feedback to supervisors on required training, coaching, and process improvements.
• Works with regional leaders and vendor partners to calibrate quality expectations for representative interactions with customers.
• Partners with local care leaders to overcome challenges and to optimize the representative’s work flow.
• Identify areas that are impacting customer service scores and lead the conversation to determine the appropriate strategies for improving performance.
• Ensures customer care representatives are consistently meeting standards that drive customer loyalty and are that aligned with the company’s vision “To be the most trusted provider of communication and entertainment.

Wichita, KS

• Provided basic to complex trouble shooting steps via phone or email for customers requesting technical support for Cox services.
• Helped customers with billing and sales calls as needed.
• Consistently provided a high level of customer service.
• Identified training needs and created technical support flow chart answering the most common technical issues for new employees.
• Mentored new representatives – Helping new representatives transition from the training class to the call center floor.

Wichita, KS

• Helped customers on the phone with technical support resolving customer questions.
• Assisted customers with one-on-one demonstrations in the office on multiple platforms including Macintosh and Windows (3.1, 95/98, ME, NT and 2000).
• Refined knowledge of current software/hardware and internet needs as new technologies surfaced.
• Monitored network connectivity between 32 POP locations throughout KS, OK and MO. Scanned security reports. Resolved customer problems and concerns and those of the Tech Support team members.
• Trained new employees on the tools and processes for trouble shooting questions.
• Assisted the Technical Support Manager in providing help with the support team.