Customer Service Call Center

Professional Summary

Fifty years of customer service experience, including a forty-two-year career as a customer service business ‘functional and technical’ subject matter expert at Consolidated Edison Company of New York, Customer Operations organization. Experience in Customer Assistance and Call Center leading to increasing roles and responsibilities, as well as firsthand experience and working knowledge of Con Edison customer service systems. Development of customized scripts, apps, and automated reports utilizing Microsoft Access, Excel, and VBA interfacing with IBM mainframe terminal emulation and IBM DB2 database technologies, to replace repetitive, manual system entry and saving thousands of hours in overtime and customer service representative business cost optimization. Known as the “RoboRep,” this system automation could be configured to process most transactions in the Customer Information System and was expanded to hundreds of variations and solutions in Customer Operations. Provided knowledge transfer, trained users at various levels, and developed user guides and training documentation to support implemented solutions.

Experience

Consolidated Edison Company of New York, Inc., New York, New York

See my 42 year Con Edison career below… In addition I was re-hired as a consultant to assist in training of the new system.

2022 – 2024: Called In from retirement from Consolidated Edison Company:

…Requested to assist in historic Training, and ‘Train the Trainer,’ and ultimately ‘Instructor’ for the Oracle CC&B system (Customer Care and Billing) ...

Thereby the 50 years old ‘Main Frame’ System replaced is being with the new Oracle Windows based System of CC&B.

Studied and trained in CC&B

Assisted in the training of over 2,500 employees.

Created innovated interactive programs to assist in training, especially to make it interesting and fun for users…

Helped with troubleshooting the CC&B System, as it was ‘Rolled Out.’

Assisted to the during the duration of the project, that ended in January of 2024

2019 – 2020: Uber / Lyft Driver

2019 – 2019: Culligan Water Systems Sales Representative

2018 – 2018: Home Depot Sales Representative

2017: Retired from Con Edison

Con Edison Career Summary 1994 - 2017

2005 – 2017 Customer Operations, Strategic Applications - Senior Specialist

A Subject matter expert in Customer Operations especially in Customer Service System

Design, build, and implement auto processor systems through customized CIS system automation, automation,

reporting, and data processing to minimize manual entry of system transactions and promote realization of business cost optimization opportunities.

Creating automated processes utilizing VBA, developing complex queries, working with DB2 Tables, creating functional forms, linking multiple databases, automating the email of notifications, data, and reports. Provide data analysis, database functionality, customized reporting, and support for various Customer Operations and corporate departments including Operations and Application Support (O&AS), Central Credit, Replevin and Public Assistance, Executive Action Group and Personal Service, Customer Accounting, Customer Outreach, Communication Management Group (CMG), Customer Assistance Call Centers, Inside Credit Operations, Meter Operations, Law Department, Retail Choice, Corporate Customer Group, and the Field Operations Inactive Gas support group.

Developed specialized SQL queries and customized automated solutions for major project requirements including the Inactive Gas Meter Project, Excelsior Job Program, Net Metering data automation, Automated Metering Infrastructure (AMI) data reporting and validation.

Support Corporate Auditing and external auditors on data requests for customer data and financial audits.

2003 – 2005 Customer Operations, Call Management Group – Specialist

Improved Call Center Performance by integrating key fields with pertinent data from the ‘Switch’ into existing Call Center Reporting

Improved Call Center Performance by integrating key fields with pertinent data from the ‘Switch’ into existing Call Center Reporting.

Lead developer specifically requested to create a ‘Meter Operations Inquiry Form’ System.

This system provided a communication platform where customer inquiries and results could be determined.

2001 – 2003 Customer Operations, Credit Inside Operations – Specialist

Automated and streamlined credit functions and reporting. The Credit Universal Database System became the user interface reps would use to do their daily work. This included all sensitive accounts… Concern, Medical, and Life Sustaining Equipment

Developed the UNID Automated System (Unidentified Cash) This application, part automated, part manual operation, reduced man hours dramatically.

1993 – 2001 Customer Operations, Call Center Operations - Customer Service Representative

High producing Call Center, managing every aspect of customer calls.

Began developing mini programs and learning computers as they became available to the public.

1983 - 1993 Customer Operations, Accounting Operations - Customer Service Representative

Accounting reps needed to understand an elevated level of how Billing works in CIS. Primarily dealing with accounts not billed in File Maintenance.

Total Account Responsibility: At this time reps name were on the bill… You received customer calls and did all associated aspects of work with ‘your’ accounts.

1980 - 1983 Customer Operations, Walk-In Center - Customer Service Teller

Specially trained as a ‘Concern Representative’ dealing with sensitive accounts as well.

This position was equivalent being a ‘Bank Teller.’ Also required for handling substantial amounts of cash… Processing Payments, maintaining a reasonable time expectancy daily.

1974 – 1980 Customer Operations, Various Departments - Unit Assistant

Intro to CIS

Worked in departments during these years. Access to vast knowledge base as became familiar with each department. This allowed me to see the big picture early on.

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