Sonja R. Email & Phone Number

United States

1 Comcast Center

Serves as the technical resource for the team and customers via telephone, chat and other written communication tools.Assists customers with escalations related to Comcast Privacy Policy.Provides executive support to customers through public and private messaging across digital and social platforms.Manages and moderates all interactions on specific digital platforms as assigned and reports findings to senior leadership team regarding significant issues, themes, and/or feedback collected through the channels.Monitors, proactively researches and reaches out to customers within the company community to ensure a positive experience with the company. Determines appropriate corporate and local market escalation paths.Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer interactions. Alerts leadership when privacy data requests increase in volume to ensure proper platform coverage.Responds to customers through the provided engagement console and mobile communication channels and serves as dedicated primary customer and executive contact.Partners and builds relationships with local markets across the company’s footprint to manage research and resolve service related support cases and drive them toward resolution. Updates customers with progress of their situation through professional and proactive communication.Conduct quality assurance of data collected in ticketing application by compiling, coding, categorizing, auditing and verifying information / data for accuracy.Prepare and send formal written responses to customers regarding inquiries under Comcast Privacy Policy.Interact with the corporate legal team to provide confirmation of data and ensure completeness of responses to customer inquiries under the Comcast Privacy Policy. Accurately inputs, monitors and ensures closure of jobs on the call management system.

Greater Philadelphia Area

• Processing false alarms and corporate escalation’s• Leveraged EINSTIN360/COPS to Review Cops monitoring records • Notifies appropriate individuals and organizations of network outages and restoration events by opening system trouble tickets, as necessary, with the fix agencies (BACC, Xray, Watchtower, Scout,)• Collects complaint information from all sources such as, but not limited to, email, regular mail, and voicemail. Takes incoming calls and referrals from field staff.• Examines records including bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents.• Tracks issues and resolution in department database and document issues as appropriate.• Prioritizes work-load based on timing and severity of issue.• Alerts management about recurring customer impacting issues.• May assist in the development and implementation of new processes, procedures and systems to improve customer service by providing necessary reports and information to management• Isolates and resolves complex problems by correlating information from network equipment, etc. that requires subject matter expertise in various facets of the overarching business operations• Collects customer requirements. Analyzes and recommends required architecture and system configuration to support customer order • Spearhead Employee Engagement events to increase employee moral within the department• Facilitated coaching sessions with new hires, providing guidance on company policies and procedures related to their role • Troubleshoot reset master’s codes, update SSID’s as well as change Zigbee channels leveraging EDGE TOOL• Partnered with engineering to Identify application fallout, for firmware updates

Greater Philadelphia Area

• Leveraged Access for Reporting and data management activities around scheduling and forecast.• Processing exceptions and schedule changes• Collaborated with WFM manager to ensure optimal staffing is achieved for each program• Utilized RTA to for Monitoring and evaluating the flow of calls into call center • Compile and analyze daily, weekly and monthly call center performance reports.• Enforce agent schedule adherence and compliance and recommend schedule changes to management.• Analyze staffing trends and provide real time data to operations team upon request.• Ensure day to day metrics are met while addressing any immediate concerns in a timely fashion.• Monitor all offline time for call center representatives and offer suggestions to maintain a proper balance.• Initiated services

Greater Philadelphia Area

• Provided immediate and effective solutions to customer phone inquiries regarding Business Class Billing, Internet, Television, and Voice products.• Worked side by side with the customer on new business opportunities to further grow their operations by coordinating with the customer as a product consultant for their business needs.• Communicated effectively and efficiently in a professional manner by providing immediate resolution or next step procedures to all escalated issues and concerns.• Assisted with Management for newly hired agents during their first few weeks of live calls, assisting them with any questions, or concerns. Provided feedback to Management on problems or concerns in certain areas of training, regarding the new hire class as a whole, or certain individuals.