Service Representative Customer

EDUCATION

PROFESSIONAL

SUMMARY

SKILLS

WORK HISTORY

JEREMY TRENT ANDRUS

Houston, Texas 77054 337-***-**** **************@*****.*** Master of Science : Criminal Justice, Expected in 05/2022 Grambling State University - Grambling, Louisiana

Bachelor of Arts : Mass Communication, 12/2016

Grambling State University - Grambling, Louisiana

Skilled public utility billing representative specialist with over 2 years of experience in customer service and account analyzing. Have resolved over 1200+ billing exceptions with accuracy and in a timely manner to ensure accurate water billing.

• CRM Software

Proficient in proprietary

telecommunications applications (Skype,

Microsoft Teams, Zoom).

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Proficient in Office 365 (Outlook, Excel,

PowerPoint, Word)

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• Customer Account Management

• Upbeat and Positive Personality

• Creative Problem Solving

• Efficient and Detail-Oriented

• De-escalation Techniques

• Verbal and Written Communication

CUSTOMER SERVICE REPRESENTATIVE II 09/2019 to Current City of Houston, Houston, Texas

Reviews, analyzes, and verifies data related to customer's accounts to solve billing problems, to compute billing for water, sewer and/or drainage/storm water

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Reviews and handles customer inquiries via email, phone, fax, and or live chat Uses different equipment/systems like scanner, copier, computer at required standards

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Computes bill corrections/exceptions and adjustments using critical analytical skills Coordinates and communicates with other sections/divisions /departments to ensure accurate billing

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Documents customer's accounts at required standards to maintain record keeping Handles simple escalated customer inquiries or assists in resolving complex escalated inquiries

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• Uses Microsoft office tools to perform analysis on customer online profiles CUSTOMER SERVICE REPRESENTATIVE 09/2018 to 09/2019 City of Houston, Houston, Texas

• Researches, analyzes and resolves customers' problems and inquiries.

• Receives calls using automatic call distribution system to provide customers information HONORS

on bills.

Provides general information to customers on account balances, services, delinquent accounts and adjustments.

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Process requests through data entry, ensuring correct modifications are initiated and valid.

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• Responsible for updating and maintaining customer accounts database.

• May verify new customer accounts with other utility companies. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Provided primary customer support to internal and external customers. ADMIT COUNSELOR 01/2017 to 08/2018

Opelousas General Health System, Opelousas, LA

• Verified paperwork accuracy and checked for completion prior to processing. Answered telephone calls to offer office information, answer questions and direct calls to staff.

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Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.

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Organized and maintained patient chart filing system to promote quick data finding for staff.

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• Carried out front office duties utilizing data entry skills in framework of medical database. Accurately completed insurance and Medicaid billing and OASIS documentation for patient visits.

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Kappa Kappa Psi National Honorary Band Fraternity, Incorporated. Alpha Phi Sigma Criminal Justice Honor Society

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