Customer Service Sales

Mark E. Franklin

**** ********* **** **.

Richmond, TX 77407

Telephone: 713-***-****

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

SUMMARY OF QUALIFICATIONS

I am an experienced Billing Analyst with additional background in customer

service and credit/collections. I have worked in the electricity/energy and

telecommunications industries. I respond quickly to business needs and

establish lines of communication.

PROFESSIONAL EXPERIENCE

Just Energy - Houston, TX

Operations/Billing Analyst - Operations Department

2011 -present

. Billing of Texas electricity customers

. Billing exceptions/research accounts to bill transactions

received from the TDSP

. Market Traks

. Rate adjustments/create new rate codes

. Assist with A/R, payment refunds, reversals

Customer Service Agent - Customer Service 2010 - 2011

. Take inbound customer calls

. Take inbound Just Energy sales enrollment calls

Reliant Energy - Houston, TX 2001 - 2009

Call Center Supervisor - Customer Service (2006 -2009)

. Managed agents and motivated them to do their best and move up in the

company to the next level.

. Assisted in the daily operations of the call center.

. Researched accounts in depth, to determine the best course of action

for both the customer and the company.

. Monitored agents, observed calls, and provided feedback to the agents.

. Trained agents on new products and daily changes within the

electricity market.

. Researched and resolved PUC complaints.

Credit Consultant/FCR Representative (2001 - 2006)

Credit, Collections, and Customer Service,

. Assisted with training of new employees

. Discussed billing questions, payment arrangements, and rate plans in

the best interest of the customer

. Tested upgrades, new programs in SAP

Cingular Wireless - Houston, TX 1995 - 2001

Assistant Supervisor- Financial Services, (1997 - 2001)

Collections

. Handled inbound collection calls, assisted agents with questions,

scheduled and reported.

Financial Services Inbound Representative, (1995 -1997)

Collections

. Answered and serviced inbound collection calls.

EDUCATION

2 years of liberal arts education, William Rainey Harper College, Palatine,

IL

COMPUTER PROFICIENCY

Ista, SIGMA, CRM, Sharepoint, SAP, Avaya, Blue Pumpkin, AS400, Convergys,

Microsoft Word, Excel, Outlook, Powerpoint, Access, SQL(Sequel), Seibel

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