Customer Service

Daniella's InformationLocation: CLAYTON, NCTitle: Customer ServiceExperience: 9-12 yearsWork Types:

Willing to Relocate: NoWilling to Travel: Few times a monthCareer Level: IntermediateWork Status: U.S. CitizenInterests:

Oil & EnergyMember Since: 2012-01-23 Helpful Links

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Daniella aboxmw@r.postjobfree.com, NC 27520

Customer Service

Education

06/13/2011 - 12/20/2013

Johnston Community College

Major: Business Administration

07/12/2005 - 04/21/2006

University of Texas at El Paso

Major: Psychology

Minor: Sociology

Professional Experience

09/01/2005

- 06/10/2011

Team Lead Back Up

Progress Energy Inc.

Actively coached CSA s to achieve departmental goals while exceeding personal performance goals, maintained daily performance and monitoring reports for CSA s such as waive deposit reports, ensured time entry completion, demonstrated flexibility by assisting with resolving escalated calls, flexible with all major storm events and being available during outages, prepared e-mail correspondence via corporate website, prepared correspondence to advise and enforce policy and regulation changes to team members, positive motivator for new hires while offering guidance and addressing any performance concerns, provided direction for new hires with regard to rules and regulations, ensured compliance with all Utility Commission Regulations, addressed team members performance issues by offering guidance and resources, effectively communicated all departmental goals, participated in Team Lead and Team Lead Back Up meetings, completed all work within allotted time frames, supported and achieved organizational goals, encouraged team participation by participating in departmental challenges, maintained and cleared the team queue, assign daily and weekly tasks and goals, create and present PowerPoint presentations for Team Lead meetings on the role of a Team Lead Back Up, create and present PowerPoint presentations on FACTA refresher trainings for all Customer Service Representatives, create and present PowerPoint presentations on Corporate Safety Missions

04/01/2005

- 09/01/2006

Customer Service Representative

Progress Energy Carolinas

processed connect, disconnect and transfer work orders, exceeded performance guidelines, handle general business calls, handled high bill calls, educated customers on energy conservation tips, promoted automated resources such as Voice Response Unit and corporate website resources, assisted and resolved Energy Theft accounts by working with Revenue Assurance Investigators, aided in recovery and reduction of Charge Off accounts, managed multiple faxcoms, approved correspondence prior to distribution, distributed corporate policy changes, copied necessary transcripts, routinely volunteer for overtime projects, secure and update customers confidential information, adhere to all FACTA guidelines, multitasked speaking with a high volume of customers while utilizing web based on-line resources to provide accurate responses all within departmental goals, completed corporate diversity training, completed FACTA training, established payment arrangements and installment agreements, performed credit checks, processed payments, create PowerPoint presentations on general business call check list, the proper corporate escalation process, and sales performance and goals

11/03/2003

- 06/01/2005

Administrative Assistant

Premier Body Laser and Skin Clinic

Scheduled appointments, maintained daily and monthly calendars, updated all budget reports, payment transactions, answered phones, greeted clients, screened messaged, inventory, filed medical files, ensured proper completion of all forms, prepared treatment rooms, cleaned facilities

04/06/2011

- 12/20/2012

Administrative Assistant

Gutter Cleaning Pro's

Maintain all business and customer records and files. Respond quickly to customer needs. Manage calendars. Schedule meetings. Assist with creating and monitoring budgets. Schedule appointments. Multitask between client follow up and clerical functions. Approve all correspondence free from errors before release. Manage incoming and outgoing mail & e-mail correspondence. Ensure time entry completion. Organize office. Screen messages.

Reference

Name: Audrey Alvarado

Title: Supervisor

Company: Progress Energy Carolinas

Name: William Bailey

Title: Owner/Supervisor

Company: Gutter Cleaning Pro's

Name: Steven Purvis

Title: Team Lead Back Up

Company: Progress Energy Carolinas

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