Customer Service Representative
Resume:
Mercedes B. Ponder
Houston, TX 77014
**********@*****.***
SUMMARY OF QUALIFICATIONS:
Able to work in a fast paced environment, quick learner, researches issues, problem solves, self-motivated, self-starter.
EMPLOYMENT
Constellation Energy June 2008- June 2015
Interim Team Lead/New Hire Trainer
Currently manages 9 agents, handles customer escalations. Responsible for keeping track of each agents stats included but not limited to (FCR) First Call Resolution, Escalations, Not Ready Time, Average Talk Time, and amount of calls received daily. Completes Team builder exercises each week along with Team Meetings to ensure that everyone remains motivated and in tune with one another. Completes 4 Quality Assurance scores per month for each individual agent. Responsible for providing feedback to each agent. Enforces companies Attendance policy to its full potential, including keeping track of attendance and tardy occurrences on a daily basis. Responsible for providing verbal, written and final warnings to agents. Provides coaching to each individual to assist in boosting daily performance and career development. Delivers a two week, high quality training to classes of 10-15 agents in a classroom setting. Demonstrates systems and tools to be used by the agents. Prepares training manuals, class agendas in daily format. Uses appropriate methods in training to transfer knowledge such as learning games, and real life scenarios for better understanding. Provides feedback and recommended changes on training modules and materials to management. Keeps a daily log on each trainee to provide supervisors with up-to-date knowledge regarding trainee progress. Administer daily quizzes to ensure growth and readiness for daily customer service duties. Responsible for keeping the floor up to date on any new processes and company changes.
Email/Chat Communication Analyst/ Administrative Duties
Data-entered for payroll purposes, Scheduled meetings, trainings, interviews with new hires and coachings, Approve time-off requests, Order supplies, Completed score cards for agents for statistical purposes, Keep track of attendance on excel spreadsheet, Work closely with Excel, Outlook, Word, and SharePoint, Assisted customers service reps with any issues regarding customers, Completed multiple reports using Nortel Call Center Manager to pull stats, Coordinate meetings and gatherings, Order in Lunch for upper management, Worked with Account Services Department processing enrollments/renewals as Customer Service Reps submitted them in the system, Processed orders through CMS, Completed rate change for renewal through current customers account, Contacted new customers if any issues arose from the enrollment, Pay close attention to detail to ensure that the customers information is correct, Use ERCOT portal to located ESID numbers, Worked with Email Communications team responding to customers emails in a professional manner using Outlook, Chats with customers online to assist in any questions they may have. Handles escalated issues within compliance to assure that we are handling our customers issues properly. Researched and resolved various requests such as enrollments, billing inquiries, disputes, suggestions, and compliments, Analyzed customer suggestions to find solutions to better the success of the company,Handled calls dealing with customers billing issues, Processed enrollments/renewals, Processed payments and service orders using ISTA Customer Maintenance, Report outages to the Transmission Distribution Utility Provide, Worked with Commercial Services department assisting large and small business customer with billing issues, Handled payments, Processed transfer of service, Processed transfer of ownerships, Processed move- outs requests.
PKF Consulting Firm January 2008-June 2008
Receptionist (Temporary Assignment)
Worked closely with Microsoft Outlook, Excel and Word, Completed various reports using Excel, Filed and scanned documents, Greeted customers as they arrived, Worked telephone switchboard and directed callers to the correct departments/ employees, Ordered supplies (staples, paper, pens, tablets etc.), Ordered in lunch for corporate meetings, Scheduled meetings through outlook.
JC Penney April 2006- January 2008
Customer Service Representative
Assisted customers with any questions or issues they may have, Worked cash register, Open/close registers for the start of the day and the close of the business day, Recovered the sells floor throughout the shift and at the close of the business day Restocked merchandise as inventory became low on the sells floor, Completed inventory every week, Set the sells floor for the arrival of new merchandise, Completed all other tasks directed by management.
EDUCATION
George Washington Magnet High School August 2003- May 2007
SKILLS
Microsoft Word, Excel, PowerPoint. Types 45 WPM,
REFERENCES
Provided upon requests
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