Customer Service Representative

Margaret (Pepper) Garrison

**** ********** ****

Houston, TX 77073

Cell 281-***-****

Summary

With over 17 years of experience in all phases of customer service and

billing and correspondence in the water and wastewater industry, I believe

my background would be of great benefit to any company seeking an

individual who has a broad knowledge of what is required in these areas. My

tenure with Severn Trent Services has provided me the opportunity to gain

not only experience, but training to support and improve my ability to

provide a great customer experience to our clients.

Education/Training

. Knock Your Socks Off Customer Service

. How to Manage Difficult People Workshop, 2003

. Management Skills Training - Barry Kaplan

. Customer Service Skills Training - Barry Kaplan

. How to Handle Difficult Customers - Barry Kaplan

. Conflict Resolution - Charles Clabough, PhD

. What Matters Most

. Phone Etiquette

. H.B. Plant High School, Tampa, FL 1970

Skills

. AS400 - Streams Billing Program

. Citrix

. Microsoft Excel

. Microsoft Word

. Microsoft Outlook

Specific Experience

Severn Trent Services, Houston, TX

Billing and Correspondence Representative - Level 2 (2009 - July 2013)

As a Billing and Correspondence Representative, I am responsible for the

following duties for approximately 48 municipal utility districts (MUDs) in

the Gulf Region. Additionally, I oversee and assist with training of new

employees and troubleshooting when needed.

. request and interact with operations department to set up new taps and

ensure request is completed

. initiate needed work orders and ensure completion

. determine when meter change outs are needed and initiate/ensure

completion

. request meter rereads as needed

. review customer accounts as needed for billing adjustments and implement

. prepare end of month billing recaps for operations department monthly

reports

. prepare all required end of month reports

Delinquent Processing Representative (2008 - 2009)

. prepared all delinquent letter processing for 62 MUD districts

Customer Service Level 3 (1996 - 2008)

. handled escalated customer calls

. prepared delinquent letters, tags, and turnoffs

. prepared appeal letters for submittal to the MUD boards

. prepared return check, vacant with usage, collections, refunds, and

threat letters

. balanced cash drawers

. provided backup for payment window and front desk

. handled adjustments for misreads and approved penalty waivers

. downloaded and prepared daily phone log reports

References available upon request

Contact this candidate