Experience

Retail Sales Consultant Comcast Cable Jul 2015-Current

Recommend products and services to enhance the customer’s entertainment and communications needs.

Ensure customer satisfaction and revenue growth through the sales and advancement of products and services.

Provide world-class customer service.

Complete routine account change and service requests.

Retain customers by ensuring they have the right product or service offerings.

Identify cause of customer concerns and recommend solutions.

Serve as the link between the company and its high value residential customers.

Customer Contact Sales Associate Verizon Communications, Inc Jun 2014-Nov 2014

Retain customers by ensuring they have the right product or service offerings.

Identify cause of customer concerns and recommend solutions.

Serve as the link between the company and its high value residential customers.

Ensure customer satisfaction and revenue growth through the sales and advancement of products and services.

Customer transactions focus on disconnects; but also include, service orders, moves, billing adjustments, inquiries, payment arrangements, and resolving customer problems.

Recommend products and services to enhance the customers entertainment and communications needs.

Supervisor, Customer Services Pacific Gas and Electric Company Jan 2012-Apr 2013

Supervise a team of 15 Senior Customer Service Representatives focused on supporting front line CSRs and customers with escalated or complex inquiries.

Coach for success by building relationships and driving performance.

Conduct team meetings to gather employee feedback, disseminate business updates and facilitate team building.

Perform 1-on-1 meetings with employees to discuss performance, gather feedback and build relationships.

Create an environment where continuous feedback and improvement is valued.

Focus on office ergonomics and occupational health.

Partner with government agencies, police, fire and dispatch to respond quickly to emergencies.

Resolve complex customer issues and provide detailed explanation and analysis to senior management and company executives.

Personnel management, labor relations, project management, diversity and inclusion.

Senior Customer Service Analyst (Onsite Coordinator) Pacific Gas and Electric Company Jan 2008-Jan 2012

Real-time management of Contact Center Operations performance to meet budget, Service Level Agreements and organizational goals.

Balance and align resources to meet the workload requirements for multiple customer contact channels and back office work in a dynamic contact center environment.

Create, monitor and adjust intra-day call volume and handle time forecasts for multiple customer contact channels to ensure the right resources are in the right place at the right time.

Use historical and real-time data along with intuition and experience to forecast call volume and staffing conditions.

Schedule employee activities for a 350 seat, 24/7/365 call center including meetings, training, break and lunch schedules in the most efficient manner possible based on forecasted and actual staffing conditions.

Primary point of contact and subject matter expert (liaison) to external business partners.

Ongoing reporting and analysis of department performance metrics for senior management.

Worked on various special projects small and large.

Customer Service Supervisor Pacific Gas and Electric Company Dec 2006-Jan 2008

Successfully lead a team of 20-25 Customer Service Representatives.

Drove performance through continuous coaching and open communication.

Conduct monthly 1-on-1 sessions and team meetings with employees.

Coaching safe behavior and safety accountability.

Ensure compliance with company guidelines and tariffs.

Facilitated training sessions for new and experienced employees.

Quality Assurance/Process Improvement/training.

Trainer, Customer Service Pacific Gas and Electric Company June 2006-Dec 2006

Facilitated a 9 week training course with 24 new hire employees.

Developed employee training course curriculum.

Facilitated multiple smaller training sessions carrying from 15 minutes to multiple days across northern California.

Act as a Supervisor and Leader.

Refine and update training materials based on feedback and updated business practices or policies.

Senior Customer Service Representative Pacific Gas and Electric Company Nov 2005-June 2006

Resolve escalated customer inquiries such as Billing inquiries, starting and stopping service, credit inquiries, payment plans, power outages, service appointments, billing and energy usage disputes, gas leaks, downed power lines…

Partner with external departments, local authorities.

Coach and mentor CSR’s and new employees.

Facilitate training sessions

Customer Service Representative Pacific Gas and Electric Company July 2002-Nov 2005

Respond to customer inquiries and e-mail correspondence.

Handle after hours Media inquires, public relations.

Subject Matter Expert, facilitated training sessions.

Safety Team Member and internal ergonomics consultant.

Skills & Abilities

Management

7 years of management experience as a Supervisor and Senior Customer Service Analyst. 11 years experience working in a contact center environment. Strong workforce management knowledge and experience.

Communication

Over 10 years of experience in a fast paced, multi-channel 24/7 customer service contact center. Developed and delivered a variety of training presentations and meetings for audiences at all levels.

Computer Skills

Proficient in the complete Microsoft Office Software Suite. Intermediate skills with Excel, Word, Powerpoint and Outlook. Familiar with basic functions and have used Microsoft Access, Project and Visio. Well versed with both PC and Mac. Expert skills with Aspect eWFM and Avaya CMS workforce management software suites. SAP experience. KANA email management administration. Proficient in CSG.

Education

High School Diploma – Elk Grove High School

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