Business Analyst

Cathy Chambers

918-***-**** *****************@*****.*** www.linkedin.com/in/cathychambers

BUSINESS ANALYST

Summary

Skilled in using Customer Management System (CMS), Sales Force, as well as excellent customer service focus. Knowledge and experience with analyzing customer accounts and improving the customer experience. Demonstrated history of flexibility and dependability working within a team environment. Recognition received from supervisor and upper management for my “can do” attitude

Experience

Direct Energy 2001 to 2018

CUSTOMER SERVICE 2017 TO 2018

Enhanced the customer experience for Business Clients in Canada providing reports and spreadsheets as needed

Resolved discrepancies on Canadian business client utility accounts, averaging 600 per month via phone and Sales Force

Created Excel spreadsheets showing multi-year meter and account information to be sent to clients per their request

Selected to handle business client accounts, averaging receivables of $100,000 monthly

Operated multi-line Customer Care phone line

Processed payments with client credit card information, posting to Sales Force, documenting transaction with receipt

ACCOUNT ANALYST 2011 TO 2017

Solved complex billing issues for residential and commercial Canadian utility accounts with high levels of customer service satisfaction.

Took initiative to consolidate records from 7 different systems into one, which allowed analysts to easily and accurately retrieve client contracts documents saving estimated 400k

Managed client requests for copies of contracts causing refunds to clients to be reduced by 80 percent

Worked in team to resolved client accounts over 90 days past due, resulting in 84 % reduction in those accounts, resulting in increased cash flow

Tracked and sent demand letter status in advance of third-party collections

Collaborated with Ontario Energy Board resolving complaints received from clients

Selected to handle quality review of customer care calls received by off-shore call center agents to ensure compliance with quality standards. Coached new agents on methods to improve customer experience.

MARKET MANAGEMENT TRANSACTIONS ANALYST 2006 TO 2011

Assist in leading and supervising market management team consisting of 10 employees

Enhanced the process to send transactions to the market for clients in Texas

Handled transactions discrepancies, researched options to reconcile the issue while building a positive customer interface in challenging environment

Reviewed existing process documents and creating new documents to ensure complete and workable

Assisted in testing of new processes and computer systems

FINANCE ANALYST 2002 TO 2006

Validated cash received data base and posted payments to client’s accounts daily

Investigated payments in suspense account

Found missing and misapplied payments and moved to correct customer account

Previous Experience

Office Clerk Benham Group

Accounts Payable

Human Resources

Copying and Scanning

Skills and Abilities

Microsoft Office including Word and Excel

Customer Service Enhancement

Training Offshore Customer Service Agents

Computer Systems: Peace 8, Customer Management System, Sales Force, Cognera

Education

Degree School

Major: Bachelor in Finance Northeastern State

Minor: General Studies, Tulsa Junior College

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