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Customer Service Care

Location:
Chicago, Illinois, United States
Posted:
October 19, 2018

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Resume:

Strategic results-orientated professional with demonstrated expertise in planning, developing and implementing operating strategies that increase client satisfaction, maximize resource utilization, and improve efficiencies. Specialize in establishing and re-engineering internal processes, with a focus on continuous improvement and customer satisfaction.

Work Experience

ComEd, Production & Operations (Transmission & Substations) Aurora, IL.

March 2018- Present

Work Week Manager

•Responsible for the prioritization and scheduling, of all tasks associated with corrective, preventive and predictive maintenance, projects, switching evolutions and tests associated with a specific discipline within ComEd.

•Negotiate contracts with outside vendors to ensure overloaded/backlog work is completed safely and efficiently. Coordinate the supply of materials and subcontract to meet productions schedules.

•Ensuring alignment of work plan with EED business goals, priorities and objectives.

•Conducted weekly meetings with Planner & Front Line Supervisor to discuss execution of work from both a long, short range work plan (T-0: T-15).

•Execute work management process for Operations that optimizes resources, addresses operational priorities, and ensure alignment with financial, customer, reliability, safety and performance goals.

•Monitor and support key performance measures, controls and procedures to ensure the consistent application of the Work Management process across Operations and instill accountability for adherence to the process and completion of planned work.

•Drives management backlogs, maintaining a balance between preventative, corrective and elective maintenance work completion for effective continuous material condition improvements.

•Apply a consistent work management model to drive resource sharing. Accountability for decision making in ensuring proper resource shifts.

•Manage the interface among Nuclear, Genco, Project Management and TSO to maintain a balance with FEG's, NERC compliance and clearance requests.

•Scheduling and coordinating tasks in accordance to system needs, construction and resource levelization to maximize safety and minimize overall costs. Scopes includes the scheduling of approximately $30millon-$200 million of work per year.

ComEd, Quality and Resource Management Oakbrook, IL. Business Analyst January 2017- March 2018

•Responsible for analyzing First Call Resolution from a 1,3,7day time frame month over month and provide feedback regarding areas of opportunity with the Customer Care Center.

•Provided analytical and operational support to the care center business unit and other business partners.

•Conducted daily monitoring of customer interaction calls with our customer service representatives to determine if any negative impacts were caused and provided timely feedback to the Front Line Supervisors.

•Supported and contributed to the development of short- term and long- range business planning which included: conducting modeling, trending analysis, variance analysis, business case development, and other operational functions to improve the customer experience.

•Researched and documented root cause for repeat callers to the Customer Care Center.

•Prepared and presented Customer Stories during Directors Check-ln Meeting to management team.

•Submitted issues along with impactful solutions while working cross-functionally throughout the Care Center and Exelon Utilities.

•Assisted with developmental ways to improve Customer Satisfaction. Conducted huddles with FLS/Teams to bring awareness to Customer Satisfaction and share areas of opportunities from the FCR Reports.

ComEd, Customer Care Center Oakbrook, IL.

Customer Care Supervisor April 2012- January 2017

•Actively managed all aspects of team performance including setting clear expectations, providing targeted coaching and feedback, also recognized individual and Team successes.

•Conducted quality reviews to ensure the call flow guidelines are met, monitored the level of Customer Service offered and provided coaching as necessary based on the individual employee needs.

•Familiarized direct reports with KPI’s. Educated direct reports on business needs, stakeholders and importance of satisfying customers.

•Assisted direct reports in career pathing.

•Brought awareness and key performance indicators to both direct/indirect reports to familiarize them with business needs.

•Communicated important information thru Team Huddles, letters and emails also providing daily support for job related questions.

•Consistently communicated important issues and findings to peers and Senior Management Team.

•Worked very well and established a trusting relationship with bargaining unit (Local IBEW 15) employees which enabled me to become a trusted resource.

Enterprise Recovery System Westchester, IL.

August 2009-April 2012

Account Manager

•Recovery of accounts receivables, institutional loans and defaulted Federal Perkins Loans.

•Solicited programs that will allow both current and prior college students to enroll in the William D. Ford Consolidation Program.

•Worked with peers to ensure all members are meeting required expectations of company.

•Provided feedback to members not meeting the expectations and held them accountable for their actions.

•Provided support to operations by speaking to customers to resolve escalated concerns.

•Provided support to employees by ensuring all their needs were met.

Merchant's Credit Guide Chicago, IL. Team Leader June 2005- August 2009

Collection Company of America Tinley Park. IL.

Collection Supervisor April 2001-June 2005

Million Air- Midway Airport Chicago, IL.

Aircraft Fueler September 1999-April 2001

Military Experience:

United States Army 82nd Airborne Division Fort Bragg, NC. Logistics Supplier February 1995-August 1999

•Maintained logistics supply for 2nd Battalion 505th Parachute Infantry Regiment. Received and stocked bulk and packaged products, issued and dispense bulk fuels and water from storage and distribution facilities to using units. Inspected fuel receiving, storage and distribution facilities to detect and correct leakage, corrosion, faulty fittings and malfunction of mechanical units, meters, and gauges such as distribution lines, float gauges, piping valves, pumps and roof sumps.

•Overhauled system components such as pressure regulating valves and excess valves. Lubricating

•pumps, replacing gaskets and seals as needed, corrected pumping equipment misalignment. Clean strainers, filters, and checks meters for correct delivery and calibration.

•Perform petroleum and water accounting duties, operated equipment used with petroleum and water distribution and multiproduct pipeline systems. Responsible for maintaining electrical/electronic fuels systems and components (JP-8, gasoline and diesel). Operated airplane refueling systems equipment, operating pumps, pipeline and tanker equipment.

•Operated all wheel vehicles, forklifts, overseen and checked proper loading and unloading of cargo. Successfully performed corrective/preventive maintenance on vehicles and equipment.

•Abided by and followed procedures regarding safety regulations for handling dangerous/ hazardous materials. Complied with applicable federal, state, United States Army and Occupational Safety Health Administration (OSHA) environmental laws and regulations.

•Received samples and conducted tests on petroleum products. Evaluated test results with specification requirements and makes recommendations regarding product disposition.

•Maintained weapons scheduled and performed preventive and organizational maintenance, computer systems, night vision devices, petroleum, oil and lubricants and other inventory issued and delivered supplies and equipment. Ensured all equipment was ready for deployment within 18 hours of deployment.

•Maintained Department of Defense budget and expenditures. Reported findings to Chain of Command quarterly also provided variance reports to leadership and business cases for new equipment with recommendations on financial savings and overhead. Operated unit level computers.

•Provided troops with feedback and coaching's monthly as well as year-end reviews to soldiers in my unit. Assisted with career pathing, award submittal and rank upgrade recommendations.

SKILLS:

•Microsoft Office- Word, Excel, Outlook, Power Point-Proficient

•CIMS

•SCADA

•UAT

•ULYSSES (MASTER COACH)

•AIM

•ASPECT SYSTEMS

•ORACLE

•E-PEOPLE

•ETALENT

•COACHING

•SAP

•LEADERHIP DEVELOPMENT

•ISO-14001

•ISO-9001

•ESUP

•CAD-ID

•ERP/MRP

•NEXEDIA

•SAARS

•PASSPORT

•PECS

•SERVICE REQUEST SYSTEMS

•ARCOS

•HYPERION

PEOPLESOFT

Training:

Safety First 101, Transmission and Substation Training, Production and Distribution Training, SCADA Training, Efficient Work Planning, Lock Out Tag Out Training, Supervisor Development Program, ldentifying Zones of Protection, Fire Prevention Training, Leaders as Coaches, ABC's of Electricity, 6 Thinking Hats, Inspiring Innovation, Right Brained Thinking in Left Brained World, Innovation Lab, FERC Training, NERC Training, NUC(Nuclear) 001- Training, CIP Training, Ethics Training, Training the Trainer.



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