Xavier Gunn
Shreveport
Summary
Dynamic Customer Service Executive with a proven track record at Xfinity Comcast, excelling in customer engagement and complaint handling. Enhanced customer satisfaction through effective problem-solving and relationship management, contributing to improved feedback scores. Leveraged strong interpersonal skills and strategic collaboration to foster brand loyalty and optimize team performance.
Overview
16
16
years of professional experience
Work History
Customer Service Executive
Xfinity Comcast
01.2009 - 11.2024
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Described product and service details to customers to provide information on benefits and advantages.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Implemented new protocols to optimize team performance and deliver consistent results.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Gs
University of Memphis
Memphis, TN05.2006
Skills
- Team collaboration
- Customer engagement
- Customer relationship management
- Complaint handling
Timeline
Customer Service Executive
Xfinity Comcast
01.2009 - 11.2024
Gs
University of Memphis
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