Customer Service Representative

Mina Gray

Customer Service Representative - Commonwealth Edison

Chicago, IL

***************@*****.*** - 773-***-****

Five years of excellence in key customer service and support roles.

Expert in customer care/communications, problem solving, relationship building and customer support.

Well organized and efficient. A highly skilled multi-tasker.

Intermediate MS Office with additional proficiencies in assorted databases.

WORK EXPERIENCE

Customer Service Representative

Commonwealth Edison - Oak Brook, IL - July 2010 to Present

Complete orders to start, stop or transfer electric service for residential and commercial accounts.

• Assist customers with account information such as billing due dates, payment plans or arrangements.

• Process payments through BillMatrix.

• Schedule technician appointments for meter readings or investigations and to disconnect or restore power.

• Provide follow up calls when applicable to ensure customer satisfaction.

Data Analyst

The Plus Group/AT&T - Chicago, IL - November 2007 to March 2009

Performed unbiased call monitoring for AT&T call center agents using live and recorded calls.

• Accurately and efficiently observed and evaluated inbound calls according to strict company guidelines.

• Provided constructive feedback within evaluations for use by call center team leaders and supervisors.

• Resolved scoring disputes and escalated issues to appropriate levels of upper management.

• Met and exceeded daily, weekly, and monthly observation quotas and worked as a team player by assisting

co-workers to complete company goals.

• Coordinated and actively participated in weekly calibration sessions to ensure team consistency and

uniformity in scoring.

Client Service Representative

Automated Health Systems - Schaumburg, IL - April 2007 to August 2007

Enrolled Medicaid recipients into a state mandated Managed Health Care program through an inbound call

center

• Assisted clients with preferred physician selections and set initial appointments with selected providers.

• Processed approx. 40-60 mail-in enrollment forms per day and accurately entered client data information

into database

• Completed follow-up calls to enrollees and physicians to verify and/or change provider assignments.

• Performed various general office duties such as copying, filing, and faxing.

Reservation Agent

EzLinks Golf - Chicago, IL - May 2006 to January 2007

Reserved golf tee times for club members for over 100 golf courses throughout the United States.

• Collected member information and entered into database for record keeping and tracking purposes.

• Processed requests for modifications and cancellations to existing reservations.

ADDITIONAL INFORMATION

Key Skills

Superior Customer Service

High Volume Call Center Operations

Troubleshooting/ Problem Solving

Consumer Accounts

Complaints/Escalations

Reports & Documentation

Up-Selling/Sales Support

Computer Skills

Word, Excel, PowerPoint, Access, Outlook, LotusNotes, Avaya,

AS400

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