Customer Service Representative

Dennis L. Dotson

***** *. ********** **** 708-***-****

Dolton, Illinois 60419 Email *********@*****.***

Objective: Looking for development and growth within the company, while

contributing to organizational goals.

Awards & Certificates:

Microsoft Office Certified User (South Suburban College June 07)

Customer Service Certificate from American Water Works Association (3/15/11)

Integrys Energy Corp. (Stafflogix) Chicago, IL

January 2013 – Present

January 2014-Present

Call Center Coordinator – Contractor

Responsibilities:

• Responsible for the coordination of customer elevated issues from the Call

Center Operations employed by Integrys Energy Services. This includes

all contracted call center operations

• Responsible for the day to day operations of responding to

escalated/elevated customer inquiries from the outsourced call centers.

Ensure that the Integrys Energy Services customer base is receiving

timely and accurate responses.

• Responsible for monitoring and resolving the HEAT ticketing process

related to the call center. Ensure that the call centers understand the

process and are following developed guidelines. Process development and

call center training for overall operational processes.

• Assist with creating, implementing, and maintaining established guidelines

for Call Center operations to follow to achieve Customer Delight. Monitor

and identify areas of growth related to customer responses provided by the

call centers and internal call center team.

• Responsible for the receipt, tracking and resolution of Regulatory inquiries.

Ensure that Integrys Energy Services is meeting response time and state

expectations. Also responsible for maintianing internal complaint tracking

system.

• Communicate and collaborate with cross functional groups such as

Customer Interest, Credit and Collections, Sales, Legal, Regulatory, and

Operations to maintain customer satisfaction.

• Provide weekly/monthly reporting requirements that track Call Canter

progress related contractual performance metrics. Responsible for

updating management of non- compliance.

January 2013 – January 2014

Operations Specialist - Contractor

Responsibilities:

• Support operational workflows for the Aggregation and Direct Mass Market

product lines.

• Responsible for the support of the daily operational workflows such as :

o Support customer enrollments on new deals with Integrys Energy

Electricity Aggregation Program.

o Facilitate customer renewals on previous deals within Integrys

Energy Electricity Aggregation Program.

o High Level Customer Service.

o Manage Integrys Database for customers’ termination in the

Aggregation Program.

o Process, print and mail 500-700 customers’ invoices.

o Maintain and update daily Excel spreadsheets using Vlookup

functionality for Customers who wish to Opt Out of the Electricity

Program.

o Manage manual adjustments and process cancel/rebills on

customer accounts related to billing updates or corrections.

o Process and correct market pricing errors.

Aqua America Call Center Kankakee, IL

June 2009– August 2012

Senior Customer Service Representative

Responsibilities:

• Answered required volume of customer inquiries based on current

productivity standards.

• Thoroughly crossed-trained in Company policy and procedures and

handled customer calls accurately related to:

o Customer service policies and procedures.

o Collections policies and procedures.

o Billing procedures.

o Billing rates and surcharges.

o Calculation of customer bills.

o Financial adjustments to customer’s account.

o Rules regarding payment arrangements.

• Trained new employees in all phases of company policies and procedures.

• Became knowledgeable with the various meters, meter installation and

identification, and understood how the meter readings are obtained.

• Took escalated calls from customer service reps that require a supervisory

level of assistance.

• Regularly created customer’s monthly water usage invoices using

company database.

• Regularly utilized Microsoft Office programs for emails, updating

spreadsheets and writing company letters to customers.

• Managed Rebilling of customers for billing errors and late fees processing

when applicable.

• Traveled to various cities in Illinois and surrounding states to educate

current, new and potential customers on billing policies and procedures.

McGraw-Hill Company Call Center Burr Ridge, IL

September 2007 – February 2009

Help Desk / Software Support

Responsibilities:

• Answered phone calls from students and instructors who utilize McGraw

Hill digital products.

• Resolved registration issues to products and/or simple product installations

and usage questions.

• Demonstrated the ability to show professional demeanor with ability to

maintain even temperament in high pressure situations.

• Utilized knowledge of DOS, Windows, Mac environments and Internet

navigation.

• Knowledge of database, spreadsheet, word processing, and

communications software.

• Used thorough knowledge of standard hardware & software configurations.

References: Available upon request

Contact this candidate