Customer Care Social Media

******.*********@****-******.*** 704-***-****

Monica Fernandez

Accomplishments

Twenty-Six years of service with Duke Energy

Always meeting and exceeding job expectations

Consistently reaching Short Term Performance goals resulting in payouts

Created my own Excel spread sheet to easily calculate estimated usage

Training vendors and new hires for the refund desk

Creation of Job Aids for training purposes

Job Description

Senior Customer Care Specialist specializing in the Energy Protection Department

Responsibilities include handling Base overflow, supporting and interacting with Revenue Services and telephone reps for all questions and inquires related to Energy Protection customers. Handling all requests in a pleasant, conscientious, and tactful manner to develop and promote the highest possible degree of good customer relations. Comply with all rules provided by the NCUC. Perform billing task, calculating estimated and actual usage.

Revenue Service I- specializing in Refund Desk

Responsibilities include problem solving, analyzing and correcting billing discrepancies and maintaining our refund policy thru daily interaction with our banking institution. I work closely with Consumer Affairs and Social Media Customer Support to help find resolution and maintain customer satisfaction in difficult situations where it concerns billing issues.

Revenue Service ll-specializing in Refund Desk

Specializing in the refund desk, solving complex issues related to the refund desk and training new refund desk employees.

My experience includes billing corrections pre and post sap rollout. When SAP was introduced to our dept I was eager and ready for the challenge. Demonstrating high energy and focus I learned quickly how to perform billing processes and assisted with the training of some of my coworkers who were having difficulty learning the new system. I work closely with other departments to reach common goals, preventing revenue loss and increasing customer satisfaction.

Software Skills

Microsoft Windows, Excel, Microsoft Outlook, SAP

Education

High School diploma

Central Piedmont Community College

Focus on Business Administration and Human Resources

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