Ronald Capers

**** ****** *****, ********, ** ***62 484-***-****

ad3t1j@r.postjobfree.com

Career Overview

I am a retired customer service professional offering over 20 years of Customer Support / Call Center experience.

Accomplishments

Business Lead for PPL EU’s Customer Transition Program (CTP), a project to re-write the Customer Service user interface.

Successfully implemented CTP start/stop service which included an application for service process and allows customers/applicants to self serve through its website.

Successfully implemented the self service application for payment assistance, through its website or IVR.

Developed PPL EU’s new landlord tenant 37 day process for overdue accounts, which would be both system and user driven.

Developed a process that provided additional payment options for overdue Commercial customers that would reduce customer PUC complaints by 35%.

Core Strengths

Time Management

Analysis

Business Acumen

• Business Acumen

Process Improvement

Revenue Receivables

Results Driven

Experience

Regulatory Compliance Specialist 4/23 to 10/23 PPL Electric Utilities

Recently returned to work temporarily to assist the Company’s with its response backlog.

Online Small Businesses Owner 3/4/2022 to present

Achieved Star Seller status within six months of starting an online record store with Etsy. I was able to achieve and maintain a 5.0 rating in customer service, a 5.0 rating in quality and a 5.0 rating with timely shipping.

Quality Assurance and Compliance Lead 10/2013 to 4/28/2017 PPL Electric Utilities, Allentown PA 18104

My responsibilities were to work collaboratively with all the teams within customer service to ensure that policies and practices adhere to PUC regulations. Other responsibilities were to investigate the circumstances which led to PUC complaints, then provide written reports to the Bureau Of Consumer Services (BCS) for their review. Also, to review PUC decisions and develop process changes and initiatives for corrective actions when necessary.

CTP Business Lead, 10/2008 to 10/2013 PPL Electric Utilities (assignment)

My responsibilities were to lead a team of Customer Service personal that would provide the business rules and process designs for the new user interface. Other duties included preparing business cases for additional enhancements to present to the Company’s IT Steering Committee for approval. Also, to develop communication plans for stakeholders, which included using customer focus groups. I worked with government agencies such as the Office of Consumer Advocate (OCA), the Public Utility Commission (PUC) and the Bureau Of Consumer Services (BCS) to obtain PUC approval for the new self service functions.

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Customer Contact Supervisor 3/2000 to 10/2008 PPL Electric Utilities

My primary responsibilities were to oversee customer service representatives/agents

handling of inbound calls, outbound calls and back office job tasks. I’ve participated in numerous projects, primarily for payment assistance. On many of these projects,

I served as the Lead, overseeing these projects from start to completion, while continuing

to perform my supervisory duties.

Training Assistant 8/1999 to 3/2000 PPL Electric Utilities (temporary promotion)

My responsibilities were to provide functional training to customer service associates and

supervisors. Additionally, to help with the development of training modules.

Education

High school diploma

Agile Methodology training

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