Customer Service Advisor

TL

OBJECTIVE

Seeking a position, leveraging over 17 years of customer relations experience and strong analytical skills to enhance customer satisfaction and contribute to strategic decision-making.

SKILLS

Proven ability to work effectively as part of a team or individually.

Strong problem solving, analytical, and communication skills,

Adaptable to new situations, meeting deadlines.

Strong leadership skills, adept at supervising, leading, motivating, and managing teams.

Uphold a safety conscious work environment.

TECHNICAL QUALIFICATION

Microsoft Office (Excel, Word, PowerPoint, Outlook, Access, C4/S4 Hana, CWO/CTI, Qfiniti, Interaction Workspace, ESP, Workforce Management, SCE Portal, Escalated Tracking Tool, Dragon Naturally Speaking, SAP, and CRM software

Keyboard skills: 50-60 WPM

Bilingual English and Cambodian

EDUCATION/

ACHIEVEMENTS

Successful candidate for CSOD Cross-Functional Training and Development Program

CCO SME for Call Deflection projection

TORA LOMINGKIT

CELL PHONE 626-***-****

*************@*****.***

EXPERIENCE

Southern California Edison- Long Beach/Irwindale, CA

Energy Advisor/Lead 2

September 29, 2008 to February 2, 2023

Customer Service Advisor 2

January 16, 2007 to September 29, 2008

Customer Service Advisor 1

January 03, 2006 to July 16, 2007

Demonstrated string personal mastery, including ethics, influence, and negotiation.

Resolved complex customer inquiries related to rates, credit, and bill.

Analyzed customer data, offering tailored programs or services,

Maintained accounts, troubleshooted inaccuracies, and provided resolutions.

Coordinated cross-functional teams for billing processes and compliances.

Led frontline energy advisors and monitored staffing level using CCCPulse.

Ensured quality service through Qfiniti call reviews.

Provided side-by-side efficiency training, participated in team meetings, and handled sensitive customer complaints.

Processed account turn-ons and turn-offs for service requests along with analyzing customers credit history.

Performed well under pressure and high call load as well as work well independently and in a team environment.

Provided concise and clear information pertaining to our policies and procedures to our residential and commerical customers, while maintaining average handle time, quality assurance, and availability.

Experienced managing multiple projects and customer cases with minimal or no supervision, while maintaining a high degree of accuracy.

Thorough knowledge of Polycom Telephone System to perform various customer service transactions.

Used thorough knowledge of department rules, rates, and tariffs when working with customers.

Exercised good judgment and handle confidential situations with tack while maintaining customer service.

Analyzed complex rates and credit issues while providing solutions, and recommendations to customers. When appropriate providing customers with energy efficiency information and conservation tips.

Utilized CRM software to track customer interactions, assess energy usage patterns, and generate reports.

Successfully analyzed billing and Smart Meter discrepancies utilizing SCE systems and application of

CPUC Tariff Rule 17

• Utilized SCE Assets & Streetlight Mapping tools to identify outage locations and issue reports

In Home Support Services- Irwindale, CA

Caregiver

November 24, 2005 to Present

Assisted clients with activities of daily living, fostering a supportive and caring environment.

Prepared nutritious meals and assisted with feeding, as needed.

Engaged clients in social activities and provided companionship.

Supported clients with mobility and transfer assistance.

Collaborated with healthcare professionals to ensure the well-being of clients.

DTT Dental Group- Long Beach, CA

Receptionist/Insurance Biller

July 01, 1999 to July 22, 2006

Managed insurance billing and Medi-cal procedures, ensuring accurate submission and timely reimbursement.

Applied for Treatment Authorization Requests (TAR) as required, facilitating approval for patient treatments.

Processed payments, balanced accounts, and maintained accurate financial records.

Greeted patients warmly, scheduled appointments, and answered phone calls in a professional manner.

Provided translation services from English to Khmer as needed, enhancing communication with Khmer-speaking patients.

Presented treatment plans to patients, explaining procedures and providing estimated costs.

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