Customer Service
Resume:
MONICA ZAPIEN-GOMEZ
*************@*****.***
Knowledge and Skills
• Experience in conducting research, gathering and analyzing data, interpreting and applying policies and procedures.
• Extensive experience leading, motivating, managing, training, coaching and scoring call center agent's inbound/outbound teams
to meet and exceed Contact Center and Company goals.
• Ability to prioritize and manage multiple tasks while working under pressure.
• Strong oral and written communication skills.
• Ability to positively interact with external and internal clients, peers and various levels of management.
• Proficient with CWO, CSS, eWorkforce Management, Genesys, Aspect, CTI, Verint, CCPulse, MS Word, MS Excel, PowerPoint,
Rockwell Call Commander, ACD and Qfiniti.
• Proficient in Spanish; read, write, speak.
Work Experience
SOUTHERN CALIFORNIA EDISON COMPANY 2000- 2015
Customer Communication Center, Senior Workforce Analyst/ Project Analyst (2007-2015)
Customer Programs and Services-Consumer Affairs (2006 – 2007)
Customer Contact Center – Residential, Commercial & Industrial Department (2000-2006)
• Collect,Validate and Analyze patterns on an hourly, weekly and monthly basis to achieve Customer Contact Center Key
Performance Indicators(KPI) of Service Level: 75% of calls answered within 50 seconds or less, 90% of the weeks in a calendar
year.
• Forecast and Generate Representatives schedules that will optimize cost effectiveness and operational efficiency, while meeting
Service Level objectives to deliver a high degree of Customer Satisfaction.
• Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff capacity and
resource allocation, and use the analysis results to forecast contact arrival patterns.
• Responsible for adjusting real-time intraday interval performance spikes or dips to generate and recalculate real time forecast.
• Manage large amounts of data to identify workforce shortages, conduct root cause analysis while working toward strategically
impactful solutions to address these issues Key Performance Indicators, Achievement Goals and Financial Targets.
• Lead daily Operational meetings with Management, to ensure everyone is proactively prepared for the expected events of the
day.
• Provide real time and routing strategy changes to ACD (Auto Call Distribution) to management team, including key performance
indicators such as AHT (Average Handle Time), Shrinkage, Adherence, Service Level etc, working closely with them to
proactively improve overall day performance.
• Serve as a subject matter expert as workforce management point of contact for other departments, internal customers and other
team members on policies and procedures.
• Responsible for Training and implementing all operational changes in procedures and new hire teams
• Complaint Resolution for Better Business Bureau, Informal and Formal California Public Utilities Commission (CPUC) Complaints
Research, Document in a chronological way.
• Demonstrate experience evaluating and resolving customer inquires such as billing and usage inquiries, investigating outages,
performing historical account analysis and problems of unusual, complex, or sensitive nature in compliance with regulatory laws
and company policies and procedures.
• Ensure all business partners are compliant with Southern California Edison rules and tariffs.
• Experience working in partnership with public affairs, corporate communications and district operations to assist during storm and
disaster response.
• Communicate clearly both orally and in writing, including negotiating resolutions to customer complaints and managing conflict.
• Demonstrated ability to interface effectively and collaborate with internal and external clients, peers, management, and other work
units.
• Analyze and respond to Executive Letters written to SCE’s Executives, requiring a prompt response to Customer and a letter on
behalf or from an Executive.
• Identify emerging issues and proactively take steps to mitigate problems.
• Interface with other utilities and governmental agencies, and consumer groups to exchange information and influence
actions/opinions
• Responsible for evaluating and resolving Residential, Commercial, Industrial and Agricultural customer inquiries. Rates, policies
and procedures
.
• Analyze customer accounts to determine accuracy of billing and most beneficial rate for customers such as rate schedule
specifications and discuss CPUC Rules and tariff requirements.
• Gather and investigate legitimacy of customer documentation for Fraud investigations purposes.
• Complete CSS queue messages for canceled Turn On orders that require further investigation.
• Document and track all completed investigations using MS Excel.
• Schedule routine and emergency orders and processed applications for new business and temporary service.
• Negotiate customer payment arrangements and discussed other credit related issues.
• Respond to billing investigations and energy efficiency inquiries.
WILD PAIR STORE
Store Manager (1996-2000)
$500-$900K/year sales volume stores
• Communicate and Document store procedures and sales performance to a variety of departments such as Regional
Management and Audits.
• Execute performance management plan by coaching, providing feedback to employees, and taking disciplinary action when
necessary.
• Responsible for a 50% increase in customer satisfaction scores for store within six months.
• Handle customer complaints and special requests with professionalism and customer focus.
• Exercise discretion and good judgment working with confidential employee records and handling all personnel issues for up to 15
employees.
• Plan and execute multiple store events under tight time constraints.
• Responsible for sales increases, scheduling, banking, record keeping, visual merchandising, recruiting, customer service training,
cash handling, and inventory control.
.
Education
Business Analyst Certificate, University of California at Irvine, Irvine, CA – Complete 2015
Fashion Merchandising, Long Beach City College, Long Beach, CA – 1995-progress
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