Customer Service Care

JADE FREDRICK

**** *** ***, **** **** Beach, FL *3409 · 561-***-****

****.*************@*****.***

Over 14 years of experience in Customer Service with an extensive background in working with high volume customer interactions, conflict resolution, account management, collections and process improvements. Professional, dependable, familiar with major customer service software and able to perform duties with minimal to no supervision.

EXPERIENCE

Senior Social Media Rep./ Customer Care Center Account Supervisor

Florida Power and Light

Jan 2013-Current

*Enhance the customer experience by responding to and resolving elevated customers' concerns via Facebook and Twitter.

*Respond to elevated, complex customer issues professionally and courteously, to avoid possible Executive and Public Service Commission Complaints.

*Assist Back Office department with responding and providing written resolution to all -customer correspondence received electronically and by mail.

*Assist Back Office department with rebilling accounts

*Handle billing questions and payment extension requests

*Handle service connect/disconnect, power outages and related trouble calls

*Provide phone support for all segments: Service Connect/Disconnect, Generalist, Business, Energy Efficiency, and Account Supervisor

*Assist with Safety observations to prevent work-related injuries

Service Planning Administrative Specialist

Florida Power and Light

April 2018-July 2018 *Temp Position

*Create invoices for customer payments

*Input passed inspections from municipalities and Palm Beach County in system

*Communicate with Dispatcher to connect meters after passed inspections

*Assist walk-in customers with questions regarding new construction projects

*Forward inbound customer inquiries to assigned Service Planners

*Assign projects to Engineers

*Order Supplies for department

*Order catering for meetings

*Performed other duties as assigned

Energy Efficiency Expert

Florida Power and Light

Jan 01, 2007 - Dec 31, 2013

*Assist customers with high bill and complex billing inquires

*Assist with Field Visits to provide energy management solutions

*Complete call backs for Load Research Meter inquires

*Handle billing questions and payment extension requests

*Handle service connect/disconnect, power outages and related trouble calls

EDUCATION

Florida Memorial University 2003-2005

Glades Central Community High School 1999-2003

SKILLS

Microsoft Office-Word & Excel

PowerPoint

Social Media

Customer Resolution

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