Customer Service Member
Resume:
Lynette
Watford
*** ******* ******, ***** *.C. *9069
************@***.***
My goals are to perform my job to the highest level. I will always have a professional and positive attitude and appearance. I am willing to exceed my knowledge in this career with any extra studies or training. I am highly motivated, reliable worker with honesty and integrity the ability to quickly learn new concepts and skills, backed by a solid work history, reputation as a team player, an excellent working relationship with others, effective problem solver, prioritizes and manage heavy workflow without direct supervision. And passion for helping others. I am dedicated, service focused professional in public relations and business communications. Personable customer service professional offering over 15 years of experience resolving account and service concerns for customers. Smoothly uncover and solve challenges while maintaining loyal, satisfied customers. Team player with excellent communication skills, high quality of work, driven and highly self-motivated. Strong negotiating skills and business acumen and able to work independently:
Experience
09/2017 to Current
SANTEE ELECTRIC COOPERATIVE
Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
Recommended specific products and services in alignment with individual needs, requirements, and specifications.
] Completed training and worked effectively under high-pressure client services environments.
Evaluated customer information to explore issues, develop potential solutions and maintain high quality service.
l Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
l Helped numerous customers every day by approaching conversations with positive attitude and professionalism.
Followed up with customers regularly via phone and email to obtain payments and schedule services.
Conferred with customers about concerns with products or services to resolve problems.
A. Maintained clean, organized and well-stocked member service area.
B. Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
C. Successfully handled high volume of inbound calls while representing offerings such as SmartHub, Beat the Peak, and Pay by Phone.
D. Maintained clean, organized and well-stocked member service area.
E. Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
SANTEE ELECTRIC COOPERATIVE 09/2004 2
Position Title: Distribution Engineering Specialist — Dispatch
Reports To: Dispatch Supervisor
Supervises: None
POSITION OBJECTIVE:
To manage and coordinate all communications routed through the dispatch center with various Internal personnel, external groups and organizations, and member-owners to ensure the efficient and safe delivery of all field services.
DUTIES AND RESPONSIBILITIES:
Acts as the primary dispatcher to assist all employees in the field as needed; while planning, directing, and coordinating field operations to ensure safety.
Monitors and records the locations of line and service crews to ensure safe operations of the cooperative distribution system.
Maintains accurate records and files using required systems such as Microsoft Excel. Additionally, receives departmental calls and takes messages for outside and inside employees.
Coordinates service details between cooperative employees, member-owners, and outside agencies. Additionally, act as a primary point of contact for emergency requests relating to line functions and electric services.
Acts in the capacity of Member Service while fielding and resolving after-hour calls.
Coordinates and directs service restoration efforts with line and service crews using Mil soft Dispatch, and monitors outage calls and notifications received using Mil soft Calls Manager. Additionally, use these systems to record accurate outage information which is used to produce various reports.
Uses Partner Field Viewer to provide technical and other information relevant to the service request, to contractors, construction and line crews, and other external agencies.
Uses NISC to generate service orders for light repairs, disconnects, reconnects, and miscellaneous trouble calls. Additionally, assist in coordinating and scheduling service and construction activities by using Mobile Work Force to add necessary task assignments to respective service orders.
Uses TWACS AMR to connect, disconnect, and troubleshoot communication on meters and collars.
Monitors efficiency of distribution system using SCADA.
Monitors all SEC properties such as substations, main and branch offices, warehouses, etc. using PACOM and LIVE MONITORING software to aid in the prevention of theft and destruction of facilities.
Assists with accurately maintaining data in GIS as necessary to ensure that maps are accurate and kept up to date.
Education
JUNE, 1980 - LAKE CITY HIGH SCHOOL
Graduate
August, 1982 - Florence Darlington Technical College
Nursing Student-Non Graduate
4
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