C ൺඋඅඒඇൾ Gൾඋൺඅൽ

Burlington, NJ ***** 908-***-**** adv156@r.postjobfree.com

Obtain a new challenging position within PSEG where my cultivated Customer Service and Customer Relations skills will be used to help facilitate a more convenient, positive and modernized Customer Service Experience.

Cross-functional collaboration

Sales force proficiency

Excel proficiency

Call center experience

Quality control

Motivational leadership style

Adaptive team player

Listening

Problem Solving

Sap proficiency

Powerpoint proficiency

Issue escalation

CRM and office management software

Ability to prioritize

Courteous demeanor

Multi Tasking

Quality Assurance

Customer Service Email Specialist Adjunct Trainer, 04/2019 to Current PSE&G – Newark, NJ

Testing program databases to identify issues while making necessary modifications within Sales force Liaising with customers, management and other departments to better understand customer needs to ultimately recommend appropriate solutions

Preparing educational materials such as module summaries, videos and live informational presentations Identified new ideas, products and/or features that improved customer satisfaction, reduced costs and kept customer experience at industry forefront

Upgraded Customer Service Representative, 12/2008 to Current PSE&G – Bordentown, NJ

Achieved and consistently exceeded company expectations during yearly performance appraisals Answered customer telephone calls promptly to avoid on-hold wait times Pඋඈൿൾඌඌ ඈඇൺඅ Sඎආආൺඋඒ

S අඅඌ

Wඈඋ H ඌඍඈඋඒ

Consulted with outside departments to resolve discrepancies and create effective solutions Improved customer satisfaction scores through application of superior conflict resolution and problem- solving skills

Interacted with customers professionally by phone, email or in-person to provide information and direct to desired staff members

Entered customer interaction details in Sap/Salesforce to track requests, document problems and record solutions offered

Assisted Senior Customer Service Representative with Escalated calls Customer Service Representative, 04/2007 to 12/2008 New Jersey One Call – Piscataway, NJ

Cross-trained staff members, resulting in a substantial increase in customer satisfaction ratings Addressed customer service inquiries quickly and accurately Answered customer questions and addressed concerns, resulting in reduction in complaint calls Identified and sketched locations of utility lines and marked areas of existing utilities for future usage Cross-trained staff members, resulting in substantial increase in customer satisfaction ratings Assisted customers daily with product services questions and scheduled necessary appointments Answered 100+ inbound calls per day and directed to designated individuals or departments Some College (No Degree): Social Sciences

Union County College - Cranford, NJ

Eൽඎർൺඍ ඈඇ

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