Elizabeth Evans
Luquillo
Summary
Dynamic supervisor with a strong focus on empowering employees and driving performance. Skilled in building relationships and creating an engaging workplace culture. Dedicated to leveraging leadership abilities to achieve organizational goals and advance career opportunities.
Overview
24
24
years of professional experience
Work History
SUPERVISOR, FULFILLMENT WORKFORCE OPERATIONS
COMCAST
05.2008 - 12.2021
- Responsible for providing the necessary supervision and direction to routing/dispatch personnel in the completion of their duties
- Train, supervise, and evaluate activities of 12 agents to ensure the highest caliber of customer service, while meeting on-time arrival
- Provide necessary guidance and leadership to other agents throughout the department
- Assist in the development of departmental goals and objectives to ensure effective administration and implementation
- Evaluate performances of agents to determine career paths
- Effectively interact with both internal and external customers
- Work closely with Field Supervisors to ensure ongoing customer satisfaction and timely resolutions of issues and concerns
SUPERVISOR, FULFILLMENT WORKFORCE OPERATIONS
COMCAST
05.2008 - 12.2021
- Responsible for providing the necessary supervision and direction to routing/dispatch personnel in the completion of their duties
- Train, supervise, and evaluate activities of 12 agents to ensure the highest caliber of customer service, while meeting on-time arrival
- Provide necessary guidance and leadership to other agents throughout the department
- Assist in the development of departmental goals and objectives to ensure effective administration and implementation
- Evaluate performances of agents to determine career paths
- Effectively interact with both internal and external customers
- Work closely with Field Supervisors to ensure ongoing customer satisfaction and timely resolutions of issues and concerns
DISPATCH REP 2
COMCAST
09.1998 - 05.2008
- Troubleshoot problem accounts and resolve internet problems
- Monitor pool for outages for the Central Pennsylvania region and dispatch the proper technician
- Create trouble tickets for outages and scheduled maintenance
- Enter and/or edit work orders for all services provided by Comcast
- Complete Day of Install (DOI) with telephony connectivity as well as troubleshooting
- Work escalation tickets
- Support field technicians by answering phones in a timely and professional manner
- Complete daily install work orders
- Assist supervisors in monitoring workflow coordinators as requested
- Route and assign all work for the Harrisburg system
DISPATCH REP 2
COMCAST
09.1998 - 05.2008
- Troubleshoot problem accounts and resolve internet problems
- Monitor pool for outages for the Central Pennsylvania region and dispatch the proper technician
- Create trouble tickets for outages and scheduled maintenance
- Enter and/or edit work orders for all services provided by Comcast
- Complete Day of Install (DOI) with telephony connectivity as well as troubleshooting
- Work escalation tickets
- Support field technicians by answering phones in a timely and professional manner
- Complete daily install work orders
- Assist supervisors in monitoring workflow coordinators as requested
- Route and assign all work for the Harrisburg system
TECHNICIAN LEVEL 1
COMCAST CABLE
06.1998 - 09.1998
- Installed all residential video line of business
- Performed technical troubleshooting by climbing on ladders, telephone poles, and other structures; lifting and carrying up to 75 pounds, drilling, crawling, stooping and standing
TECHNICIAN LEVEL 1
COMCAST CABLE
06.1998 - 09.1998
- Installed all residential video line of business
- Performed technical troubleshooting by climbing on ladders, telephone poles, and other structures; lifting and carrying up to 75 pounds, drilling, crawling, stooping and standing
Education
12 - General Studies
JP McCaskey
Skills
- Customer service
- Telephony
- VoIP
- Telecommunication
- Bilingual
- Sales
- Clerical experience
- Excel
- Microsoft Word
- Team builder
- Self-motivated
- Creative
- Upbeat
Additional Information
Team builder, self-motivated who is able to work with minimal supervision, Creative and upbeat, Fluent in English and Spanish, Coached, developed, and motivated a team of 12 routing agents, Organizer and Leader of successful Comcast Cares Day projects for 13 years, Leader of Spirit Committee which helps drive employee engagement
Languages
English
Advanced (C1)
Timeline
SUPERVISOR, FULFILLMENT WORKFORCE OPERATIONS
COMCAST
05.2008 - 12.2021
SUPERVISOR, FULFILLMENT WORKFORCE OPERATIONS
COMCAST
05.2008 - 12.2021
DISPATCH REP 2
COMCAST
09.1998 - 05.2008
DISPATCH REP 2
COMCAST
09.1998 - 05.2008
TECHNICIAN LEVEL 1
COMCAST CABLE
06.1998 - 09.1998
TECHNICIAN LEVEL 1
COMCAST CABLE
06.1998 - 09.1998
12 - General Studies
JP McCaskey