Customer Service Call Center

DELILAH SMITH

***** ***** **, ********, ******** 313-***-**** ****************@*****.***

Skills Summary

Three decades of customer service experience in person, by phone and as a billing special and analyst

Education

Degree / Date of Graduation

Regina High School- May 1992. College Preparatory Classes with an emphasis in Business Administration

Wayne State University- undergraduate studies in business administration

University of Phoenix- continuous learning education for working adults with emphasis in business administration

Experience

Name of Employer

Analyst/DTE Energy, Detroit Edison

Entry level career began 1996 as a customer service representative in the call center

oBasic new customer service request completed : new service, disconnect and transfer of service, payment collection and arrangement

Senior Customer Representative promotion within 6 months

oResponsibilities included handling billing inquiries and credit collection issues

Business customer service promotion 12 months after becoming a senior customer service representative

oResponsible for handling small business and commercial service customers inquiries in billing, collections

Transition from telephone call center to in person office senior representative handling both residential and commercial small business accounts . Remained in the customer office for two years.

oAdditional responsibility in the office required dealing with security theft and cash management of incoming customers on a rotational basis

Promotion to Residential and Commercial Billing specialist within 2 years of working in customer office

oResponsibilities included resolve billing inquiries that were not able to be resolved due to complexity of the account by either the call center or in person office visits.

oAssigned specific billing units to resolve billing issues in a timely and accurate manner

Promotion to Electric Choice group as a senior billing specialist

oResolved billing issues for accounts for third party entities

oAssigned specific billing cycle

Promotion to Electric Choice Senior Analyst

oSimilar assignment as billing specialist with the following additional assignments

Complex billing for industrial customers

Point of contact for a third party consulting company for billing complaints and inquiries

Special projects

Rate changes

School and municipality billing

Account conversion

Standard work instructions subject matter expert writer

Revenue reconciliation for billing errors due to system conversion failures

Special assignment as a regular storm dispatch coordinator during power outages

Awards and Acknowledgements

Type of Award / Award Description

Nominated for Sarah Sheridan Award for special project contributions

Complex billing

Rate changes

School rate changes

Special billing changes for specific large commercial customers

Special interest- when not working, I’m a volunteer for a world wide preaching campaign for my religious organization as a Jehovah witness

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