Keith Porter

Ambitious Customer Service professional offering excellent leadership and collaboration skills. Versed in pacifying dissatisfied customers and utilizing effective listening skills in fast paced call centers. Proven history of reliability, professionalism, and conflict resolution, all while demonstrating comprehensive knowledge of company regulations, products, and guidelines. Education

Associate's Degree in Business Management

University of Houston-Downtown - Houston, TX May 2002 Skills

• Pricing

• Project management

• Energy regulation

• ERCOT

• PUCT

• Salesforce CRM

• TDSP

• Inbound and Outbound Calling

• Customer Support

• Citrix system

• Avaya

• Account Management

• Excel Data Entry

• Accounts Payable/Receivable

• Conflict Management

• MS Office proficiency

Work Experience

Customer Service Representative

Asurion

September 2023 to February 2024

• Successfully handled 30-50 inbound calls daily to resolve customer questions surrounding insurance claims.

• Reported any lost, stolen, or damaged devices to AT&T for prompt resolution.

• Surpassed daily call survey metrics, displaying key interpersonal and customer relationship building skills.

• Deescalated irate customers by showcasing professionalism, patience, empathy, and solutions. Customer Service Associate

Gexa Energy

February 2020 to February 2022

• Listened to and understood customers' needs, explained, and discussed electricity options, and outlined best-fit services.

• Displayed strong working knowledge of ERCOT and energy industry knowledge to keep customers informed.

• Collaborated with colleagues to ensure high productivity and task completion.

• Served residential accounts and kept customers informed of service techs expected time of service.

• Forecasted manpower requirements based on daily workload and company targets.

• Processed and sent invoices and resolved any escalated adjustments.

• Input communication with applicants into the computer system to facilitate future clarification and knowledgeable support.

• Explained eligibility details and affordability energy options to patients with kindness and respect.

• Called applicants to set up appointments and explain benefits processes.

• Reviewed criteria for different aid programs to determine eligibility for various applicants.

• Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.

• Answered customer invoice questions and resolved issues discovered during invoicing and collection process.

Telephone Banking Specialist II

Chase Bank

April 2020 to April 2021

• Oversaw multiple accounts and worked diligently to meet and exceed performance goals.

• Updated account information after customer calls and noted client concerns and issues.

• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

• Documented conversations with customers to track requests, problems, and solutions.

• Delivered constructive call process feedback.

• Managed customer expectations by clarifying needs, identifying options, and recommending products and services.

• Met or exceeded call speed, accuracy, and volume benchmark consistently.

• Resolved problems by performing both routine and complex account updates.

• Evaluated assigned team members and prepared relevant performance reviews.

• Developed team members through one-on-one coaching and escalated call management.

• Trained and coached team members in specifics related to customer experience.

• Maintained strong call control and quickly worked through scripts to address problems.

• Reviewed customer account information to determine current issues and potential solutions.

• Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel, and exceeded customer service satisfaction ratings. CSR/Team Lead

Kelly Services TXU Energy

April 2019 to April 2020

• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints for both commercial and residential accounts.

• Answered customer invoice questions and resolved issues discovered during invoicing and collection process.

• Performed data import, scanning, or manual keying processes to verify invoice accuracy.

• Handled new electricity enrollments by entering customers' data and reviewing information.

• Used social media, text, and telephone communication methods to contact applicants.

• Educated customers on special pricing opportunities and company offerings.

• Displayed working knowledge of the energy regulations and navigated ERCOT and TDSP.

• Documented conversations with customers to track requests, problems, and solutions.

• Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations, and resolving problems to maximize efficiency.

• Met or exceeded call speed, accuracy, and volume benchmarks consistently.

• Reviewed customer account information to determine current issues and potential solutions.

• Managed customer concerns with a calm demeanor and knowledgeable service.

• Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.

• Produced reports outlining information such as call duration and customer satisfaction levels.

• Resolved team support issues with an efficient approach to keep the call center operating smoothly and customers satisfied with services.

Customer Service Associate

Verizon Wireless

January 2017 to March 2019

• Monitored team progress and enforced deadlines.

• Counted inventory, resolved discrepancies, and completed paperwork to keep the system accurate and current.

• Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.

• Contacted vendors to follow up on late invoices.

• Sent copies of invoices and statements to customers to facilitate payment of outstanding invoices.

• Generated monthly statements for accounts receivable operations.

• Cleared account balances by examining customer payments, payment history, and coordinating contact with collections.

• Managed high volumes of inbound and outbound calls in a fast-paced environment to build, cultivate and establish lucrative client relationships.

• Identified consumer needs, clarified information, and researched issues to provide alternative solutions.

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