Customer Service Representative

BILLYTRIA D PHILLIPS

***** ********* *****, *******, ***** 77045

Home: 832-***-**** Cell: 832-***-****

*******@*****.***

SUMMARY

Energetic, enthusiastic, and hardworking people-person with multiple years in fast-paced, customer support roles.

Professional and committed. Seeking a role of increased responsibility and authority that allows the deliverance of

high quality results with little supervision.

HIGHLIGHTS

Microsoft Office Suite 2007/2010

Fluency in numerous computer software programs

including SAP, Mastermind, ISigma, Ista, ERCOT,

Sharepoint, and CRM

Strong problem solver

Customer Retention skills

Results-oriented

Strong interpersonal skills

Professional and mature

Active listening skills

Microsoft Excel

ACCOMPLISHMENTS

Coordinated and planned team gatherings and celebrations.

Managed fast-paced call flow with up to 50 calls in queue per minute.

Promoted to retention department after 1 year.

Exceeded corporate targets for handle-time, calls taken, and errors for several months in a row.

Earned top customer service representative and top retention representative for the month on several occasions.

EXPERIENCE

JUST ENERGY

Houston, TX

Retention Specialist

Maintained excellent knowledge of company products in order to understand and meet customers' needs in a

timely and accurate fashion.

Cross-trained and provided back-up for other customer service representatives when needed.

Demonstrated ability to meet performance requirements while contributing to the fast-paced and ever

changing work environment.

Proactively contacted customers who canceled or were at risk of canceling and responded to incoming

cancellation requests in order to exhaust every opportunity to retain the customers.

Provided accurate and appropriate information in response to customer inquiries.

Properly directed inbound calls in phone queues to improve call flow using CRM database.

Used ERCOT system to verify information and status of meter or service requests for an address.

Developed Excel spreadsheets to record totals for retention incentive payouts.

Utilized Sharepoint to locate answers to unfamiliar customer inquiries and to check for regular updates.

Processed payments, scheduled service requests, set up arrangements, and verified order statuses in ISigma

database.

04/2010 to 07/2013

COUNTERFORCE USA

Houston, TX

Wholesale Customer Service Representative

Dispatched authorities in emergency situations through multi-line phone system when needed.

Performed contract maintenance and set up new wholesale dealers in Mastermind database.

Assisted dealers with inputting data into on-line process and setting up new accounts.

Handled heavy incoming call flow while maintaining up-to-date records at all times.

Developed effective relationships with all call center departments through clear communication.

Provided accurate and appropriate information in response to commercial and residential customer inquiries

regarding alarm issues in call center environment.

07/2004 to 01/2009

HOUSTON COMMUNITY CALL CENTER

Houston, TX

Customer Service Associate

Assisted customers with maintaining their Reliant Energy electric accounts in a call center environment.

Addressed customer service inquiries in a timely and accurate fashion.

Properly directed inbound calls in phone queues to improve call flow.

Provided accurate information in response to customer inquiries.

Set up new retail electric accounts, processed payments, and updated customer information in SAP database.

Used ERCOT system to verify information and status of meter or service requests for an address.

Scheduled customer service transactions in SAP database.

01/2001 to 07/2003

EDUCATION

BACHELORS DEGREE: BUSINESS MANAGEMENT

University of Phoenix, Houston, TX, USA

Maintained 3.64 GPA

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