Service Representative Customer

GWENDOLYN CHURN

**** **** **** **********, ** ***16 502-***-****

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

EXPERIENCE

LOUISVILLE GAS & ELECTRIC - October 2008-Present

LEAD FOR CUSTOMER SERVICE REPRESENTATIVE

Provides daily direction and communication to employees so that customer service is provided in a timely, efficient and knowledge manner.

Daily oversight of employees to include hiring, motivating, recognizing, and rewarding, problem solving, coaching, feedback, and policy/ procedure guidance to customer service staff.

Assisting the manager with development, analysis and implementation of staffing, training, scheduling, and cash management functions.

Performs semi- annual cash management audits, handling escalations.

Maintain a strong working relationship with co-workers

Proctoring for Gas Operator Qualifications Testing

Promotes Company programs and educate customers

.

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Handle customer transactions utilizing Business Office cash handling procedures and policies

Analyze data and offer resolutions of customer inquiries

Provide mutual assistance by taking credit calls using Voice Over Internet Protocol (VOIP)

Cash Controller responsible for:

oDistribution of cash boxes, deposit bags, and stamps

oReview Daily Cash Reconciliation (DCR) packets of all cashiers

oUpdate benchmarking spreadsheet

oProcess returns, credit slips, and change orders

oReview suspense and write off accounts

oEmail LG&E working fund, DCR and business office monthly reports; Attach daily bank log and benchmarking spreadsheet

oCCS knowledge

CUSTOMER CARE REPRESENTATIVE

Effectively answered customer phone inquiries, performed comprehensive account transaction reviews in accordance with company policies and procedures

Maintain working knowledge of all company policies, operations, billing functions.

Exhibited courteous and professional service creating a positive customer experience

REPUBLIC BANK - November 2001 to February 2010

EXCEPTION PROCESSOR II

Researched and processed Automated Clearing House (ACH) reversals, letters of indemnity, and Notification of Change (NOC) corrections

Completed reissue requests and authorization resets

Led the form intake process ensuring all forms are completed accurately with accompanying documentation

Analyzed reports and corrected any errors

JEFFERSON COUNTY CHILD SUPPORT DIVISION - November 1999-November 2001

CUSTOMER SERVICE REPRESENTATIVE

Processed data, received incoming calls, and forwarded information per customer’s request

DELTA STAFFING - November 1998 to November 1999

L&N UNIT SECRETARY

Processed data and received incoming calls

Entered orders daily and scheduled monthly meetings

UTILIQUEST - September 1997 to November 2002

LOCATOR

Gas cap locater

Maintained daily reports and mileage

PDS SERVICES - May 1994 to September 1998

CUSTOMER SERVICE REPRESENTATIVE

Managed customer accounts via email, telephone, and mail

Assisted staff with client communication

Examined reports prior to distribution to management

Monitored and processed orders

LEADERSHIP

Utilized conflict resolution methods in assisting peers with customer escalation issues.

Trainer for several classes of new hire call center and business office representatives.

Verify accuracy of end of day processes. Ensure all funds are correct and balanced while following proper cash handling procedures.

SKILLS & ABILITIES

Proficient in Microsoft Office products (Word, Excel and PowerPoint)

EDUCATION

Watterson College; Associate Degree in Business-1982

Contact this candidate