Customer Service Team Lead

RH

SUMMARY

Dedicated Customer Service Data

Analyst Team Lead with over 10

years of experience in analyzing

customer data, identifying trends,

and implementing strategies to

enhance customer satisfaction.

Proven ability to lead teams,

manage projects, and

communicate effectively with

stakeholders. Skilled in data

visualization, statistical analysis,

and problem-solving. Seeking to

leverage analytical skills and

leadership experience to drive

data-driven decisions and

improve customer service

operations.

SKILLS

MICROSOFT OFFICE, ORCALE,

REGIONAL NETWORK

INFTERFACE (RNI), TEAM LEAD,

LEADERSHIP, DATA ENTRY, AND

PROJECT MANAGEMENT

ROBYN HARVEY

FAYETTEVILLE, NC 28314

910-***-**** ********@*****.***

EXPERIENCE

PUBLIC WORKS COMMISSION

CUSTOMER PROGRAMS ANALYST

FAYETTEVILLE, NC. 2019 – PRESENT

• RESPONSIBLE FOR MONITORING, ANALYZING, AND UPDATING MDM, CCB, RNI, AND AMI SYSTEMS, AS WELL AS IMPLEMENTING AND TRAINING COLLEAGUES.

• COLLABORATED WITH CROSS-FUNCTIONAL TEAMS TO DEFINE PROGRAM SCOPE AND DEVELOP PROJECT PLANS ALIGNED WITH ORGANIZATIONAL OBJECTIVES.

• CREATED AND UPDATED MDM METER GROUPS FOR BILLING, RATE DESIGN, AND NEW SERVICE DELIVERY.

• CONDUCTED TRAINING SESSIONS TO ENHANCE TEAM MEMBERS' UNDERSTANDING AND ADOPTION OF NEW PROGRAMS AND

TECHNOLOGIES.

PUBLIC WORKS COMMISSION

CUSTOMER PROGRAMS SPECIALIST

FAYETTEVILLE, NC 2008-2019

• DELIVERED EXCEPTIONAL SERVICE AND SUPPORT, RESOLVING INQUIRIES EFFICIENTLY, AND ENSURING CUSTOMER SATISFACTION.

• ASSISTED IN THE DEVELOPMENT AND EXECUTION OF

PROJECTS/PROGRAMS ASSOCIATED WITH INTERNAL AND EXTERNAL CUSTOMERS.

• PROVIDED SUPPORT TO VARIOUS DEPARTMENTS BY GATHERING AND ANALYZING DATA, IDENTIFYING DISCREPANCIES, AND RECOMMENDING CORRECTIVE ACTIONS.

CUSTOMER SERVICE REPRESENTATIVE

FAYETTEVILLE, NC 2002-2007

• PROCESSED CUSTOMER INQUIRIES, ORDERS, AND ACCOUNT CHANGES RELATED TO VARIOUS SERVICES, ENSURING ACCURACY AND EFFICIENCY IN ALL TRANSACTIONS.

• RESOLVED CUSTOMER COMPLAINTS AND ISSUES PROMPTLY AND COURTEOUSLY, MAINTAINING A HIGH LEVEL OF CUSTOMER

SATISFACTION.

• PROVIDED DETAILED INFORMATION ABOUT PRODUCTS, SERVICES, AND PROMOTIONS TO CUSTOMERS, ASSISTING THEM IN MAKING INFORMED PURCHASING DECISIONS.

RH ROBYN HARVEY

FAYETTEVILLE, NC 28314

910-***-**** ********@*****.***

2

EDUCATION

PIEDMONT VIRGINIA COMMUNITY COLLEGE

> COMPLETED BUSINESS ADMINISTRATIVE COURSES, WORD PROCESSING, SPREADSHEET, ENGLISH, ALGEBRA, AND EXCEL COURSES.

COMPLETED THE LEARNING FOR LEADERS I IN MARCH 2013 AND LEARNING FOR LEADERS II IN JUNE 2016

CURRENTLY PARTICIPATING IN THE SUCCESSION PLAN PROGRAM

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