Associate Customer Service Representative

Joan Taylor

Houston, TX ***** C: 713-***-**** E: ****.********@*****.***

Summary

Utilize and develop my professional, administrative and leadership skills in an organization. I have excellent project management skills, Solid negotiation skills and attention to detail, ability to prioritize responsibilities and issues. Results oriented with a willingness to take initiative and execute independently. Possess excellent written and verbal communication skills. Exhibit strong interpersonal skills, judgment, and professional maturity to handle sensitive information and work with Senior Management. Outstanding ability to analyze problems, identify key dimensions of a problem and propose solutions. I possess a track record demonstrating a high level of personal initiative setting and achieving challenging goals and demonstrating leadership skills. Ability to think critically, solve problems, effectively communicates verbally and in writing.

Skills

Microsoft Word, PowerPoint, Excel, Win 95-2000, XP; SAP, Seibel 9.0, SOX, Access

Center View Scheduler

Blue Pumpkin Supervisor; Typing 50 WPM, 10 Key

Reliant Resources, Inc. Customer Service Training

Center Point Energy Competitive Retailer's Workshop

Top Gun Issue Resolution Training

10 Key, Win 95

Accounting, Microsoft Word

Billing

Strong interpersonal skills

Taleo

Outlook

Seibel 9.0

Customer service, Statistics

Customer Service Training, Supervisor

Direct

Management Workflow

Experience

SENIOR RECRUITING COORDINATOR 01/2023-PRESENT

Centerpoint Energy – Houston, TX

Conducts employment related research and assists recruitment team with electronic and other methods of sourcing of qualified candidates.

Assists recruitment team with customized screening and initial contact of applicants to determine qualification and interest level.

Refers appropriate candidates to recruiter and/or hiring supervisor.

Provides support coordination of recruitment projects and related services to supervisors, hiring managers, recruitment team members, and others.

Participates in and provides analytical support in design, development, and implementation of recruitment projects and programs.

Attends and participates in job fairs, community activities, and other public and departmental recruitment-related events.

Represents and promotes organization to potential applicants by providing information, responding to questions, and collecting applicant data.

Develops and maintains comprehensive knowledge of recruitment, employment, HRSC, compensation, benefits, pay administration, and other related organizational policies, practices, procedures, and/or regulations.

Serves as point of contact for provision of consultative service to hiring authorities.

Serves as resource for recruitment policies, procedures, and practices to supervisors, HR staff, and others. Refers to recruiters and other staff as appropriate.

Handles and prioritizes multiple ranges of advanced administrative duties with wide latitude for independent judgment and initiative.

Develops and maintains general familiarity with immigration and re-certification process and responds to inquiries related to immigration and re-certification.

Assists with identifying issues affecting recruitment and implementing recruitment activities to continuously improve process.

Centerpoint Energy – Houston, TX

HUMAN RESOURCE GENERALIST 01/2022- 01/2023

Centerpoint Energy – Houston, TX

In charge of Loading all Warning & Termination Letters into SAP

In charge of Loading Investigations into SAP.

In charge of paying bills through SAP for Vendors like LHH and Unemployment Vendor Employer’s Edge.

Ensure processes and transactions are resolved daily.

Work very closely with the Legal department.

Documented the Who, What, When, Where, Why, and How, during an investigation.

Generate and/or ensure appropriate reports are managed and distributed monthly.

Research and resolve billing discrepancies.

Single point of HR Business Partners contact related to HRBP needs.

Have positive and constructive impact on team.

CUSTOMER SERVICE REPRESENTATIVE II 01/2019 to 01/2022

Subject Matter Expert (SME)

Centerpoint Energy – Houston, TX

Based on Supervisor’s recommendation, participated in Vectren Project.

Successfully fulfilled 6 weeks Vectren training requirement, currently assisting Vectren customers.

In charge of residential, and Business Service accounts.

Ensure processes and transactions are resolved daily.

Generate and/or ensure appropriate market bound transactions are managed and resolved daily.

Research and resolve billing discrepancies.

Single point of customer contact related to customer needs.

Have positive and constructive impact on team.

Ability to demonstrate patience in order to appease the most difficult clients.

Diffuse escalated calls by listening to the customer’s needs.

Oversee and motivate new hires to excel in their new roles as Associate Customer Service Representatives

.

SPECIALIST II 03/2014 to 01/2019

J P Morgan Chase - Houston, TX

In Charge of Managing accounts and assisting internal customers as well as external customers with their Auto Finance Loan.

Research and resolve billing discrepancies. Review insurance policy coverage, and document activity on each claim to resolve them as quickly and accurately as possible.

Recommend accounts for Charge off or placement with third party collection firms after all collection efforts has been utilized.

Used multiple resources and tools for evaluating and presenting solutions.

Adhered to guidelines and enabled compatibility through effective analysis and troubleshooting.

Provided advanced support for audit projects with strong documentation, reporting and customer service skills.

TAX ANALYST 04/2007 to 02/2011

RELIANT ENERGY RETAIL SERVICES

Worked very closely with Reliant Energy's Accounting & Finance Team.

Processed and assisted with billing and account maintenance.

In charge of C&I, residential, and Business Service accounts.

Ensure processes and transactions are resolved daily.

Generate and/or ensure appropriate market bound transactions are managed and resolved daily and/or report errors to management and customer service.

Analyze data and perform complex monthly audits on residential and business accounts to review the customer's tax rates and provide corrections to the accounts that required updates.

Worked in a fast pace department handling workflow.

U.S Mail and Inter-office mail.

As this work came in the turnaround time on completing it was as little as a 24 hour window.

Contacted city and County officials such as City of Houston, and Harris County departments to verify customer's tax status.

CUSTOMER CARE LEAD REPRESENTATIVE 11/2001 to 04/2007

RELIANT ENERGY RETAIL SERVICES

Assisted in management of customer care team of 7-15 customer care representatives (CCRs) under the direction of supervisor who led overall team; Printed and reviewed daily reports including individual and team statistics for quality, schedule adherence and productivity; Monitored individual and team compliance to weekly requirement Completed training sessions and assessments and biweekly requirement of reviewing company service and business rule updates.

Assisted supervisor by monitoring calls on a weekly basis to measure call quality; Coached CCRs to cultivate customer service and customer 'save' skills, and improve overall call quality, handle time and productivity for individuals and team as whole; Facilitate team meetings when supervisor was unavailable.

Assisted with call support when escalation desk was closed; Handled supervisor calls and resolve escalation issues involving service, billing and account maintenance.

Scheduled interviews worked very closely with managers to select appropriate candidates through interviewing.

CUSTOMER CARE LEAD 09/1997 to 07/2001

AIRBORNE EXPRESS - Houston, Texas

In charge of managing a Customer Care Team of 10-15 customer care representatives under the immediate direction of supervisor who led overall team.

Assisted with scheduling, vacation request, and other paid leave off processes.

Printed and reviewed daily reports using Center Vu, as well as Blue pumpkin.

Use judgment to assist with Supervisor Escalations, Diffuse escalated issues that require reinforcement by Airborne Express' business rules.

In charge of Quality review and feedback on Agents.

BENEFITSV INSURANCE ADVISOR 07/2011 to 05/2012

Aon Hewitt Financial Advisors LLC - The Woodlands, TX

Adhered to guidelines and enabled compatibility through effective analysis and troubleshooting.

Used multiple resources and tools for evaluating and presenting solutions.

Offered every client knowledgeable, and supportive assistance to meet all needs and build loyalty.

Enhanced client satisfaction ratings by resolving difficult customer issues through completion.

Listened to clients' needs and assisted with identifying and securing appropriate insurance plans.

Collaborated in development of planned procedures.

Education and Training

Lone Star College Systems - Joan Taylor

2013

University of Houston - Texas

1996

Activities and Honors

Maintained >99 % Training Performance Scores Selected to be New Hire Academy Bay Lead-Trainer

References

References Available Upon Request

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