Customer Service Representative

Minerva Pitts

***** ******** **. ****: 248-***-****

Sterling Hts., Michigan 48310 abw1yk@r.postjobfree.com

CAREER SUMMARY

Interested in a customer service position utilizing my experience in a call

center environment, Quality Assurance (call monitoring), and Customer

Billing including new employee training. Have a strong track record as a

subject matter expert in customer satisfaction and retention, in addition

to process improvements, problem solving, and developing the necessary

employee training needed to handle high bill dispute resolutions. An

excellent team player with disciplined work habits and a rigorous

commitment to quality and overall customer satisfaction..

PROFESSIONAL EXPERIENCE

TITLE SOURCE, INC., Troy, MI 2009 - Nov. 2011

LC (Lender/Client) Appraisal Coordinator

Received and made calls, sent emails to and from Appraisers, appraisal

offices, and Lenders to provide updates on new and pending

appraisal orders. Log & messaged information about an appraisal request to

both the Appraiser & Lender.

. Managed the team's TSI-Squared email box, Cancelled/Pending & On-Hold

queues, new messages/Appraisal Port, Hot Line Voicemail (from

Appraisers & Lenders), trouble shoot problem orders (inspection not

scheduled, fee increase requests, report delivery delays, file Vendor

complaints, etc.), ensure inspection appointment is scheduled and

completed within TSI's (Title Source, Inc.) timelines.

. Served as liaison for the Lender & Appraiser to ensure all necessary

documents are provided to Appraiser so a quality report will be

delivered. Followed-up with Appraisers to ensure the reports are

delivered on time and update Lenders when a report is delayed.

Responded with a "sense of urgency" whenever the Lender or Appraiser

contacted TSI.

. Was assigned to handle the high priority orders that required special

handling, superior customer service, daily follow-up, and of a time-

sensitive nature to ensure the Lender had the appraisal report

promptly to meet their deadlines, i.e. rate locks, closing dates, etc.

AT&T, Detroit, MI Jan 2009 -

April 2009

Customer Assistant - DSL Support

Part of the Technical Support Team who assisted customers with self-

installation of their DSL equipment, ensured they were connected to the

internet in addition to being able to send and receive emails.

. Assisted customers in setting up their home page, email account, and

sub-accounts, reported area outages, trouble shoot connection

problems, i.e., slow speeds & computer connection, no service,

blinking lights, intermittent connection, etc.

. Requested service and equipment upgrades, referred customers to

Service Dept. if problem couldn't be resolved by phone or if equipment

was defective, made sure information concerning the call was recorded

on AT&T's data-entry system. Did follow-up work and made calls to

customers to ensure superior customer service was provided.

DTE Energy, Detroit, MI

Natural Gas and Electricity Provider for Southeastern Michigan

Supervisor, Quality Assurance (Phone Evaluation Monitoring) 2003-2006

Performed quality evaluations and resolved dispute evaluation requests

for Customer Care Supervisors to review with team employees.

. Implemented various recommendations for process improvements within QA

Team, and assisted the team in obtaining targeted monthly and yearly

evaluation goals.

. Maintained Dispute Call Evaluation database and developed a monthly

report in Microsoft Excel that achieved a 70% reduction in dispute

requests by identifying trends.

Supervisor, Customer Care Call Center 2001-2003

Implemented and drove changes necessary to ensure continuous improvement

in performance by leading a team of focused Customer Service

Representatives in a union environment.

. Mentored, coached, motivated and developed employees that helped them

achieve team and individual performance measures.

. Managed individual team goals, measures, targets, and budgets to

ensure departmental goals were attained. Performed day to day

operations needed through tracking and reporting in order to achieve

departmental objectives.

Facilitator (Assistant Supervisor), Customer Billing 1998-2001

Subject Matter Expert on company's various billing practices to ensure

external customers were rendered monthly bills, received adjusted bills

or credits to accounts. Collaborated with various Process Improvement

Teams so internal customers' concerns were addressed and resolved.

. Assisted in the writing of the Customer Billing Training Manual that

reduced the number of returns and duplicate requests for external and

internal billing adjustments.

. Processed aged meter changes, negotiated and billed customers for un-

metered service, verified switched meters, and resolved escalated

calls for internal and external customers.

. Trained Customer Billing, Security / Theft, and MichCon ( once merger

was complete ) employees on company's billing practices and

implementation of new policies and procedures .

Lead Representative (Assistant Supervisor) 1997-1998

Implemented and drove changes necessary to ensure continuous improvement

in performance by assisting supervisor with leading a team of focused

Customer Service Representatives in a union environment.

. Addressed internal and external customer escalated concerns and

responded to job specific questions from employees providing one-on-

one training to team members as needed to help resolve customer issues

and increase employee performance.

. Validated account adjustments for accuracy and referred them to

Customer Billing which resulted in timely 21 day processing.

DTE ENERGY, (continued)

Lead Representative ( Training ) 1996-1997

Performed group and one-on-one training for new Customer Service

Representatives.

. Handled escalated customer calls and assisted supervisor in

facilitating presentations regarding various Detroit Edison policies

and procedures.

. Compiled a manual used later as a training tool outlining various

examples and procedures for handling customer-specific calls ( tree

removal, area outages, etc. )

Senior Customer Representative ( Billing Action Team ) 1994-1996

Analyzed, revised, negotiated, and resolved high bill and escalated

disputes for external customers ( residential and commercial ).

. Provided necessary documentation for bill disputes that were referred

to Michigan Public Service Commission for resolution.

. Processed all Customer Representatives dispute referrals achieving

100% resolution which increased customer satisfaction.

Senior Customer Representative 1985-1994

Processing Clerk, Cash Management 1984-1985

Clerk and Typist, Customer Accounting 1980-1984

EDUCATION

Business Administration, Detroit Institute of Commerce, Detroit, MI

1974 -1976

Martin Luther King Senior High School

1973

ADDITIONAL TRAINING

Managing Multiple Projects Seminar, 2007

Conflict Management Skills for Women Seminar, 2007

Managing Unacceptable Worker Behavior Seminar, 2007

Dale Carnegie Honor Graduate Assistant, 1993

Dale Carnegie Honor Graduate, 1992

MEMBERSHIPS / AFFILIATIONS

Customer Service Social Club, Treasurer

1997-2005

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