Customer Service Representative, Technical Support Representative, Call Center A

Chat Support Specialist | Microsoft Xbox 1 Year of Experience During my year as a Chat Support Specialist for Microsoft Xbox, I was responsible for providing expert customer service and technical support to Xbox users worldwide. My role involved assisting customers with a wide range of issues, from account management and billing inquiries to troubleshooting technical problems with consoles, games, and services. Key Responsibilities: - Delivered real-time support via live chat, ensuring timely and accurate responses to customer inquiries. - Assisted users with troubleshooting Xbox-related technical issues, including system errors, game downloads, and network connectivity problems. - Provided clear and detailed solutions to help customers resolve issues quickly and efficiently, enhancing their overall Xbox experience. - Collaborated with internal teams to escalate and resolve complex technical problems. - Maintained high customer satisfaction by offering empathetic, friendly, and professional support in every interaction. - Documented and tracked customer issues and feedback to help improve future support processes and product quality. Key Achievements: - Consistently met or exceeded performance metrics, including response times and customer satisfaction ratings. - Developed strong product knowledge, becoming a go-to resource for both customers and team members. - Contributed to a positive team environment by sharing insights and best practices. This experience honed my ability to remain calm under pressure, solve complex technical issues, and maintain excellent customer relations, all while delivering the quality service Microsoft Xbox is known for.

Technical Support Specialist | Comcast Xfinity 2 Years of Experience As a Technical Support Specialist for Comcast Xfinity, I provided expert assistance to residential and business customers experiencing issues with their internet, cable, and home phone services. My primary focus was troubleshooting, resolving technical issues, and ensuring customers' systems were up and running smoothly with minimal disruption. Key Responsibilities: - Delivered high-quality support via phone, email, and chat, addressing a wide range of technical issues related to Xfinity’s internet, TV, and voice services. - Diagnosed and troubleshooted connectivity issues, equipment malfunctions, network outages, and system errors, providing step-by-step guidance to resolve problems. - Assisted customers with setting up new services, including Wi-Fi routers, modems, and Xfinity TV boxes, ensuring proper installation and configuration. - Worked closely with the network engineering team to identify and escalate larger network or service issues, minimizing service downtime. - Walked customers through troubleshooting processes, including resetting devices, checking signal strength, and verifying account settings. - Educated customers on available features and services, helping them optimize their Xfinity experience (e.g., setting up parental controls, managing account settings, and upgrading services). - Maintained accurate records of customer interactions, technical issues, and resolutions in the CRM system to ensure consistent service quality. Key Achievements: - Frequently recognized for providing clear, concise solutions to technical issues and achieving high customer satisfaction scores. - Reduced average resolution time by implementing efficient troubleshooting workflows and streamlining service call processes. - Played an active role in improving customer retention by effectively addressing escalated technical concerns and turning negative experiences into positive outcomes. Through my experience with Comcast Xfinity, I gained a deep understanding of telecom services, enhanced my problem-solving skills, and developed a strong ability to explain complex technical concepts in an easy-to-understand manner. This role sharpened my capacity to deliver exceptional customer service while managing multiple technical issues simultaneously.