Service Representative Customer

PROFILE SUMMARY

Accomplished, energetic technical operations professional with over 20 years experience in handling Customer Relation problems promptly and appropriately according to established procedures. Demonstrated ability to work in a fast-paced environment where a quick response is necessary.

Strong team player committed to achieve company long term growth with the strong ability to work in a technical environment and maintain a high level of professionalism, courtesy, and ethics.

CORE COMPETENCIES

Technical Service Delivery Support Strategic Planning & Direction Field Issue Resolution Communications Initiatives Customer Service Standard Operating Procedures Performance Management Communications & Interpersonal Skills Field Service Troubleshooting

PROFESSIONAL EXPERIENCE

State Eligibility Consultant – Division of Family Services May 2022 - Present

Family Social Service Administration – Gary, IN

Responsible for serving as the eligibility consultant for public assistance programs.

Provides correct eligibility determinations for State and Federal benefit programs including, but not limited to, Supplemental Nutritional Assistance Program (SNAP), Medicaid and Temporary Assistance for Needy Families (TANF)

BAILIFF August 2015 - Present

Gary City Court – Gary, IN

Primarily responsible for maintaining order and security in the courtroom and for the safety of all participants.

Ensuring people are not armed as they enter the courtroom and confiscating any unauthorized weapons.

Escorting prisoners to and from court

Safety & Security Specialist

Gary Community School Corporation – Gary, IN January 2022 – May 2022

Under general direction, provide for a safe and secure school environment, foster an optimal learning environment and act as a deterrent to unsafe or poor behavior by patrolling the campus, monitoring student behavior, enforcing school and district policies. Other duties include intervening in physical encounters, monitoring security cameras, visitors and reporting unsafe or unhealthy conditions.

Property Tax Consultant – Northwest District May 2018 – Nov 2021

Nexus Group– Crown Point, IN

Determine taxability and value of properties, using methods such as field inspection, structural measurement,

sales analysis, market trend studies, and income and expense analysis.

Inspect new construction and major improvements to existing structures in order to determine values in addition

to explaining assessed values to property owners and defending appealed assessments.

Establish and maintain effective working relationships with associates and the general public.

DEPUTY ASSESSOR April 2014 – May 2018

Calumet Township Assessor – Gary Ind.

Determine taxability and value of properties, using methods such as field inspection, structural measurement, calculation, sales analysis, market trend studies, and income and expense analysis.

Inspect new construction and major improvements to existing structures in order to determine values in addition to explaining assessed values to property owners and defending appealed assessments.

GAS CONTROLLER Nov 2011 – Nov 2013

Nicor Gas an AGL Resources Company – Naperville, ILL

Effectively monitored Gas pipeline pressures, flow rates and gas quality levels. Coordinates corrective actions in the event of operational malfunctions (i.e., line breaks, high/low pressures, high/low flows, odorization issues)

Consistently observed natural gas flow on Storage, Transmission, Gathering and Distribution systems.

Responded promptly to and resolved alarm issues, in addition to escalating communications for emergency and abnormal conditions.

SCHEDULING LEADER Nov 2009 – Oct 2011

NIPSCO – Merrillville, Ind.

Led direction and prioritized the scheduling of work and allocation of all resources to ensure timely and reliable service to customers.

Exceeded stated goals and objectives by ensuring that operations are efficient with all mandated government regulations and Company policies/procedures.

Defined and participated actively in the achievement of short and long-term business objectives.

DISPATCHER Jan 2007 – Nov 2009

NIPSCO – Merrillville, Ind.

Developed reputation as an efficient service provider with high levels of accuracy for dispatching daily scheduled activities of all field employees for field work based upon workload requests and manpower availability for the Northwest Indiana territory.

Played pivotal role in prioritizing and assigning daily work orders to optimize utilization of resources. Monitors work throughout the day, and reprioritizes and reassigns work as necessary to properly manage overtime.

CUSTOMER SERVICE REPRESENTATIVE Feb 2006 – Dec 2006

NIPSCO – Merrillville, Ind.

Professionally answered inbound calls in support of customer needs for gas and electric services for the Northwest Indiana Area.

Analyzed, scrutinized and collected data from various customer databases in order to make firm business decisions regarding inquiries which included orders for the installation, disconnect and transfer of services, rate information, billing, payment options, emergency orders, product/services, service agreements repairs, and web access.

ADDITIONAL EXPERIENCE

Customer Account Executive, Comcast - Oak Brook, ILL Aug 2005 – Feb 2006

Reservation Sales / Service Representative, United Airlines – Chicago, ILL Sept 2004 – Aug 2005

Telecom Consultant, Matten Telephone Service Inc. – Frankfort, ILL Jan 2003 – Sept 2004

Systems Consultant & Design Engineer, Lucent Technologies Chicago, ILL June 1990 – Sept 2002

Customer Service & Sales Representative, AT&T – Itasca/ Arlington Hts, ILL Feb 1985 – May 1990

EDUCATION & PROFESSIONAL CERTIFICATIONS

State of Indiana Level III Certified Indiana Assessor-Appraiser 2017

Lake County Sheriff Commission 2015

Associate of Arts in Computer Information Systems 1982 - 1984

Ivy Tech State College – Gary, Ind.

REFERENCES

Available on request

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