Customer Service

SUMMARY: Committed and motivated representative with exceptional customer service and decision making skills. With a strong work ethic, professional demeanor, great initiative and proficient at quickly learning new procedures while taking ownership of diverse projects.

SKILLS

10-Key by touch (11,000 ksph –alphanumeric/9800 numeric); 50 wpm typing-0% error)

Customer Service (15+ years call center)

MS Office: PowerPoint, Excel 93%, Word 90%, Outlook, Siebel 8.1, SharePoint (knowledge)

CIS, IDispatcher, SmartGrid, Command Center, KRONOS, Oracle (knowledge), QuickBase

EXPERIENCE

Data Entry (lockbox, statistics, remittance processing)

Dispatcher (telematics)

PROFESSIONAL HISTORY

Rose International/Pinnacle Tech – Oncor

Dallas, TX 75202 07/2016 – 03/2017

Field Service Dispatcher

Duties: Professionally answering and/or routing calls to associated departments, responding to emails promptly to ensure a timely resolution in a fast pace environment; Employing excellent customer service with effective communication to assist field employees, Supervisors, and Competitive retailers with efficiently processing their requests effectively per policy and procedure; Dispatching work orders to field employee (FSR, FSRSR, Meter Techs and Revenue Security) while supporting them during their daily duties by facilitating their route/reroute requests, validating completed orders and/or researching their process, if necessary, to ensure its completion.

Investigating specialty orders and prioritizing reconnects for our customers as needed thru Command Center, CIS or dispatching techs to facilitate field service.

Sirius XM Connected Vehicles 03/2006 – 02/2016

Irving, TX 75063

Customer Service/Response Specialist Lead

Duties: Responsibilities included; but not limited to, receiving inbound ‘Telematic’ calls from customers via embedded units in premium vehicles to provide courtesy and emergency assistance by dispatching as required; processing specialized OEM specific remote services; processing account enrollment, renewal and cancellation while utilizing win-back options via Siebel 8.1- also used to update customer’s request and to process return mail ensuring validity and accuracy. Acting as the communicator and/or liaison selected to represent the company to prospective clients. Coaching new hires representatives on various OEM products; mentoring tenured Response Specialists as well as addressing escalated concerns.

Alliance Data Systems: Direct Energy 09/2004 – 03/2006

Dallas, TX 75243

Customer Solutions Supervisor

Duties: Supervising customer service representatives with concerns of current, previous or prospective customers. Researching account statuses to ensure appropriate credit standing is reported to credit bureaus; thoroughly evaluating call recordings, validating account documentation, concluding complaints with results or win-back incentives; primary liaison with 3rd party collection agencies and electric delivery company; coordinating efforts for electric services to be expedited per policy and procedure.

Focus Point (contract-Title Stream) 02/2003 – 09/2004

Addison, TX 75006

Customer Service/ Post-Closing Assistant

Duties: Assisted with the post-closing of mortgages, filed deeds with various counties, verified documents already filed with counties, researched Liens, Warranty Deeds, Deed of Trusts, Quit Claims, etc. Responsibilities included processing post-closing documents; forwarding applicable documents to buyers and lending institutions.

Bechtel Corporation 01/2002 – 01/2003

Dallas, TX 75240

Administration Assistant/CSR

Duties: Under minimal supervision and with daily direction of the supervisor and functional oversight from the records manager, worked closely to plan, control, organize, and execute the administrative activities of the project. The initial point of contract for the region, maintained open communication with functional departments, field personnel and contractors to resolve daily issues and coordinate work while maintaining quality and scheduled commitments.

Education

Franklin D Roosevelt H. S. - Diploma

Edmund J. Kahn Business Center – Computer Specialist

Computer Learning Center – Info Technology Support (school closed)

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