Terasa Kilpatrick

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

Bangor, PA

acqroo@r.postjobfree.com - 484-***-****

WORK EXPERIENCE

Shoe Sales Associate

BON TON Department Store- Palmer Park Mall- Easton,P.A. - January to Current

Public Service Electric and Gas Company - Cranford, NJ - March 2003 to July 2013

Responsibilities A

Work Experience:

Lead Customer Service Professional

Public Service Electric and Gas Company

Cranford, NJ

March 2003 to July 2013

Responsibilities:

Worked in a professional call center atmosphere as a Customer Service Professional. Maintained an 800 line ACD call system with incoming calls from New Jersey utility customers with regards to their Gas and Electric bills. Worked independently with Gas and Electric shop dispatchers to get real time accounts for restoration of power outages and ETA'S of our field technicians, scheduled appointments using the Matrix system generally two to four our windows for those field technicians. Understood and transferred knowledge of the meter to cash process as well as delivery, distribution and infrastructure daily to customers in accordance to the Board of Public Utilities guidelines. Duties also included issuing credit if there was an error with a meter reading which resulted in an overbilling or adjusting a bill and sometimes re billing if necessary, basically issuing a recalculated bill. Also systematically issued reprints of bills. Handled customers Move in's and out's from one location to next providing them with an actual meter reading for accurate billing at the close of their service. As a lead customer service Professional, I was often upgraded to assist in a supervisory capacity to handle escalated calls from irate customers as well as Peer coach current and future associates providing training of core company standards, system training, and knowledge of the job. I played an active role as a Shop Steward to assist and provide knowledge of Company standards in compliance with the National labor and relations board guidelines. Familiar with the HIPAA laws. Proficient with Microsoft windows,outlook, intranet and internet, powerpoint, Sap, excel.

Accomplishments:

My Accomplishments include progression thru the company starting as a meter reader, then to a meter reading clerk and finally as a Lead Customer Service Professional. Also involved in various groups, such as the ethics committee, food and clothing drives and a a Shop Steward. I posess strong business ethics,

honesty and integrity, strong influencing and interpersonal skills and customer service focused. A problem solver, computer literate and familiar with labor relations. Was able to multi task in a fast paced environment, handling several screens at once while answering phone calls from customers . Also with being trusted to effectively communicate with new customer service associates the knowledge and know how of daily company operations.

Skills Used

The ability to multi task in a fast paced environment, along with handling myself in often stressful environment. Maintained a level of professionalism, with great organizational skills. Dressed for Success and adhered to availability .

Customer Service/Sales Rep

Sears Auto Center

Union, NJ

August 1996 to March 2003

Responsibilities:

Assisted with greeting customers and helping them make an educated buying decision for their automotive needs utilizing the POS system. Provided pricing of top performance tires, batteries, shocks and struts to our lower and intermediate level products as well. Insuring the best economic product conducive to their needs based on travel, commute, or local driving. Pulled stock from our in house inventory and also checked stock at our nearby stores to provide quality customer service/interaction. Also picked up said merchandise directly from a nearby by store . As the frond end user, not only sold but educated the customer about the product from tread depth on tires and what each line on a tire meant, exp...Transverse grooves and Sipes. Assisted the back office shop with balancing tires, installation of batteries and pulling vehicles in to our battery, alignment and oil change bays.

Accomplishments:

Learning about how tires were made and its performance values, also obtaining close relationships with new and existing customers. Telephone sales and interpersonal skills.

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