Customer Service Representative
Resume:
Houston, Texas *****
*****.********@*****.***
KELLI J. COLDWELL
OBJECTIVE
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to
company success. Highly motivated, personable, and dependable with 20 years in customer service.
SUMMARY OF QUALIFICATIONS
Active listening skills
Seasoned in conflict resolution
Courteous demeanor
Energetic work attitude
Customer service expert
Adaptive team player
Sharp problem solver
EMPLOYMENT
Senior Customer Service Representative 03/1993 to 06/2013
CenterPoint Energy
Houston, TX
Conferred with customers by phone to receive orders for installation, disconnection and various services
orders.
Completed contract forms, prepared change of address records, and other records requested from
customers,using computer.
Resolved billing and service complaints and referred grievances to designated departments for investigation.
Determined charges for service requested and collected deposits.
Supervised employees scheduled work hours, and advised subordinates on handling difficult customer
complaints or handled complaints personally.
Successfully managed a evening emailed address for all utility companies to send request for priority orders
such as work around move in and reconnect orders to be work same day.
Managed effective coordinated with dispatch department regarding service orders and getting orders
completed and entering meter information from orders they had completed on to the computer.
Executed daily operations of emergency desk dealing with handling calls from various emergency personnel
such as Houston fire & police departments, taking permits from city inspectors and entered and releasing
those orders accordingly, assisting industrial accounts with their outage concerns, and answering and
advising calls from all customer service agents working.
Structured and maintained an above performance level for all goals set for all customer service agents to
perform.
Investigated customer complaints about gas leakage and low pressure and abnormal consumption of gas and
electricity by gas and electric appliances.
EDUCATION
GED 1986
San Jacinto college
Pasadena, TX
R EFERENCES
Upon request
Contact this candidate