Monica Hulett

• The ROC Specialist I is dedicated to swiftly managing outages and maintaining efficient first-line surveillance of the Outside Plant (OSP) Hybrid Fiber Coax (HFC) network. This involves promptly addressing alarms, gathering crucial information, creating tickets and SROs, dispatching fix agents, and supporting them in resolving issues. The role also entails ensuring fixed agents receive comprehensive details to enhance efficiency, safety, and compliance with company standards and policies. Overall, the focus is to minimize the mean time to repair (MTTR) by providing accurate and detailed support. • Improved customer satisfaction rates through proactive problem solving and efficient complaint resolution. • Followed all company policies and procedures to deliver quality work.

• Work as a financial guide for our members by responding to their concerns, solving their problems, providing expert advice, and partnering with them for their financial future.
• excite our members with excellent service and learning how to advise members to live their best financial lives. This role requires learning the basics of financial wellness and credit, and it assists members with opening the right deposit products for them and referring for loan products.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

• Developed strong product knowledge to provide informed recommendations based on individual customer needs

• Responsible for accurately and confidently handling commercial customers' inquiries while using negotiation skills to collect delinquent balance(s) and retain customers on both inbound and outbound calls, while following federal and state collection guidelines and laws. Facilitates interactions with customers in a way that follows the company's service delivery strategy. Establishes rapport and promotes effective relationships, upholding Comcast's commitment to the customer experience through our programs such as Net Promoter System (NPS), and Comcast Customer Guarantee. Relates well to customers and demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills), professional communications, and internal/external customer interactions. Acts in the best interest of both the customer and the company. Works on straightforward tasks using established procedures
• Collaborated closely with internal departments such as finance, operations, and legal teams.