JACKIE L MYERS

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

Jacksonville, FL 32222

Phone: 904-***-****

aczegs@r.postjobfree.com

Accomplishments

Promoted to a Customer Care Group Leader/ Supervisor in a high call volume contact center to train and supervise 25+ customer service reps and cashiers.

Fourteen years of Customer Service experience in the Utility Industry including eight years developing customer solutions

Know Union Contracts and regulations in for several union contracts

Business Anaylst assist- New Billing System Conversion Project

Business Anaylst assist- JEA.com project

Ass i s t ed i n deve l op i ng new Ca l l Qua l i t y gu i de l i nes and ca l l mon i t o r shee t

Five years as a Customer Service Specialist in Research and Billing verifying accuracy and basis for billing charges and adjusting.

Supervised branch office at all locations including scheduling, opening, closing, daily deposits, balancing employees’ banks at closing.

Professional Experience

Customer Care Supervisor- Incomm/Kelly Services, Jacksonville Fl 10/13-01/14

Monitor Customer Service Representatives for quality assurance and efficiency.

Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations.

Train and coach a team of customer service representatives.

Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others).

Provide timely, accurate and courteous responses to a number of FAQs

Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed.

Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner.

Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargeback’s, disputes, potential fraud, etc.

Meet reporting requirements as designated by InComm Management.

Enforce daily activity of call center policies and procedures.

Perform yearly reviews and evaluations.

Customer Care Assist- AT&T, Fleming Island- 02/13-10/13

I assisted customer with internet set up, troubleshooting internet connection, assisted with email issues and escalations thru complete resolution

High volume call Center inbound/outbound for complete problem resolution. Customer Care Group Leader/Supervisor- JEA, Jacksonville FL 10/06-3/12

• Trains, schedules, assign, direct, reviews, and evaluate the work of subordinates.

• Recommends policies and procedures to facilitate work processes and accomplish unit activities.

Identified systematic issues and worked with the BA team for resolution

Implemented a training program for Customer Care Consultants for constant changes

• Develops solutions to customer complaints concerning services and billing and answers difficult inquiries received by telephone, correspondence, or in person.

• Researches special topics, projects, problems, and prepares then presents written or oral report on findings.

• Composes replies to inquiries and complaints verbally and/or written

• Interprets laws, rules, regulations, and policies for the purpose of answering inquiries, resolving complaints, or to resolve work related problems.

• Prepares, assembles, and processes forms, applications, and related materials for appropriate disposition; monitors submission deadlines, and timeframes.

• Verifies accuracy and basis for billing charges. Customer Service Specialist/Team Lead -JEA, Jacksonville, FL 10/02-10/06

Responsible for providing administrative support work in planning, directing, and monitoring the work of customer service activity, responding to customer complaints and inquiries, utilizing the knowledge of billing procedures and operations.

Supervising subordinates training, scheduling, assigning, monitoring, reviewing, and evaluating their work. Recommending policy and Procedure changes to facilitate work processes to accomplishes unit goals.

Researching special topics, projects, problems, and accuracy as well as submission deadlines.

Preparing and presenting written or oral reports and Resolving and replying to customer inquiries and complaints orally and written.

Customer Care Consultant -JEA, Jacksonville, FL 10/98-10/02

• Responsible for developing solutions to customer complaints concerning services and billing by answering difficult inquiries received by telephone, in person, or correspondence.

• Handle customer payments/transactions up to 50+ customers per day and $150,000 Cash/check payments

• Daily deposits/balancing

• Open/Close Branch offices when needed, scheduling, handle customer complaints at a higher level.

Software Skills

CC&B, MDMS, FMS, Variant, Oracle, and Microsoft Office, Excel, Word, Power point, Data Warehouse, Visio

Employment History

Customer Care Group Leader/Supervisor - JEA

JEA

Customer Care Representative - JEA

Sales Representative- ADT Security Services

Education and Training

Training

JEA- EDP (Employee Leadership and Development Program) Completed numerous courses and seminars in customer service, strategic planning, Leadership development, time management, performance assessments, and Myers Briggs. FSCJ; Jacksonville, FL

Earned 27 credits;

Concentration in Business

Administration

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