Employee Recognition for Rupali

Hello!

Today, I am reaching out to give my recognition to a Live Chat Agent named Rupali, who had to deal with a unique and difficult technical issue. For years, I had no problem with Xfinity services. I previously had the Internet and Xfinity mobile package, and I terminated my Internet service when I returned to my permanent address with my brother. In light of recent financial changes, my brother and I made the decision to merge his existing Internet service and my Xfinity Mobile to keep my number and to maintain activation of my brother’s Internet service without interruptions.

We filled out the legal documentation, and our accounts were liked at our shared permanent address.

There were multiple factors that contributed to my problems that came into play afterwards: Multiple addresses, transferring payments, ensuring that Global Travel Pass was on, merging my Internet and Mobile, inaccessibility to view mobile billing, getting locked out of my accounts, having out of date cards and information on old accounts, and finally temporarily losing my mobile service entirely. It was an incredibly difficult problem to solve, but Rupali restored my access to my accounts. Even after getting disconnected, Rupali continued to work hard to ensure I can access all my billing information and make any necessary corrections to my payments. I have been calling on and off, communicating with multiple live chat agents and customer service representatives since December. Each one assisted in their own way with the onslaught of problems, Rupali was the first one to offer a complete solution. This requires knowledge of multiple departments: Billing, Information Technology, Customer Service, and Legal. All of these departments come into play in my unique situation. Instead of transferring me from one person to another, Rupali took the initiative to handle this problem himself to fix the problems with my account.

To achieve everything this excellent worker had done today, Rupali needed to demonstrate excellent communication between other departs, and there’s no doubt in my mind that this Live Chat Agent has what it takes to be in a position of leadership.

I would know. In fact, his effort restored my access to secure systems that only I exclusively have access to. Without the two-factor verification on my phone, I’d be locked out of the services hosting information for a NASA-funded start up in addition to the government databases at the state, contractor, and federal level. His assistance is letting me get back to what I do best: supporting the people around me in their dreams and education. Thank you so much, Rupali and Xfinity! Hopefully, this is the last time you’ll hear from me about any account issues. Also, feel free to use the chat histories associated with my accounts for future solutions. I wish Xfinity luck in its continued growth!