TIFFANY A PAYNE

**** *. **** ****** *** Bernardino, CA 92404

CELL: 909-***-**** EMAIL: adveuz@r.postjobfree.com

OBJECTIVE

To obtain a position that will enable me to use my strong organizational skills.

CORE COMPETENCIES

●Excellent verbal and written communication skills.

●Experienced in providing excellent customer care/service.

●Ability to work well under pressure, while remaining customer focused.

●Ability to adjust to changing priorities, work well in a team environment and perform with minimal supervision.

●Experienced in applying negotiation skills to resolve customer issues and complaints.

●Ability to exercise discretion and good judgment in handling confidential and sensitive customer information.

●Proficient in Microsoft Word, Excel, and PowerPoint

WORK EXPERIENCE

Southern California Edison

Energy Advisor, Rancho Cucamonga, CA

2010-Present

●Implementing active Listening skills when assisting customers with their accounts, to effectively offer a customized solution based on their needs.

●Serve customers by providing product and service information along with resolving product and service problems.

●Maintaining customer records by updating account information.

●Eight and a half years resolving billing disputes by assisting customers with understanding their energy consumption; determining the cause; and providing resolution to their inquiry. Collaborating with other internal departments to help assist a customer with their billing disputes and concerns. performing billing related complex analysis, exception processing, customer issue resolution, and/or consultation services.

●Experience applying knowledge of billing operational policies, processes, and procedures.

●Negotiate and problem solve in a customer-focused environment. Such as cross meter issues, delayed billing inquires, assist with Net metering billing questions.

●Effectively resolve escalated customer inquiries, complaints, or requests while balancing customer satisfaction with company policies and procedures.

●Offer assistance to my team members when needed to better service our customers.

●Researching, interpreting and analyzing account information, complex data and policies while offering services and products, and determining best course of action for a customer for the last eight and a half years.

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●Able to interface effectively and/or collaborate with others.

●Adjust to changing priorities and or policies, organizing a heavy workload, perform with minimal supervision.

●Researching, interpreting and analyzing account information, complex data and policies while offering services and products, and determining best course of action for a customer for the last eight and a half years.

●Review and Issuing Service Request (SR) per customer request.

● Provide customer service support to the organization by obtaining, analyzing and verifying the accuracy of Service Request Order (SR)

●Contacting the planning department on the customer’s behalf with any questions regarding their Service Requests.

●Provide exceptional service to satisfy customers inquires and concerns.

●Manage multiple demands, and performing well under pressure.

●Taking initiative and accountability for the accuracy of detailed account information and accomplishing the desired results to resolve the billing issue.

●Continuing to enhance my communication skills by utilizing my previous training from the Billing Inquiry negotiating pilot project.

●Primary team selected to assist with SCE.com redesign pilot project, by assisting customers with navigating through the recent changes with the company website, updating passwords, setting up online billing and payment options behind the scenes. Explaining how to obtain customer account information.

●Assisting with the current Promise to Pay pilot project, by setting up a promise to pay on a specific date and noting a payment arrangement on the customer account once the payment is received.

● Provide assistance with Move Center internet customer requests, and Voice Response Unit work orders efficiently and accurately which helps reduce overall call volume.

●Assist with Net Metering/Solar customer accounts, disputes and bill explanations.

●Research misapplied payments, Resolve billing issues.

●Focused on understanding and appropriately respond to customer’s needs.

Wells Fargo Home Mortgage

Collector II/ Foreclosure/ Bankruptcy Specialist, San Bernardino, CA 2007-2010

●Responsible for outbound and inbound collection calls for early stage 1-89 day's delinquent mortgages.

●Provided expedient, courteous, and professional service to Wells Fargo mortgage customers.

●Contacted delinquent customers by phone and written correspondence to determine cause of default and negotiated workout options that lead to the cure their loan delinquencies.

●Collected past due payments and late charges.

●Monitored and control acceptance and return of past due payments.

●Provided financial counseling (suggesting alternatives to foreclosure).

●Kept in constant contact with foreclosure attorneys via email and phone correspondence.

●Monitored Bankruptcy loans, retrieved payments from customers in bankruptcy.

Kelly Services for Wells Fargo Home Mortgage 2007

Operations Clerk, San Bernardino, CA

●Received, sort and distribute incoming mail to team members in the lien release department.

●Identified, researched and re-route mail to the appropriate location.

●Managed the Operations Managers daily outlook calendar, organized and submitted the expense reports for the department’s management team.

● Located, logged, tracked and filed original documents necessary for release preparation.

● Researched and monitored lien release documents.

Kelly Services for Wells Fargo Home Mortgage

Customer Service Representative 1, San Bernardino, CA 2006-2007

●Handled incoming calls in a high volume call center environment.

●Assisted customer with mortgage, tax, escrow and insurance inquires.

●Offered optional products and programs through cross selling.

●Met monthly goals that focus on customer service quality and productivity. Collected current mortgage payments.

Inland Valley Pontiac GMC Buick

Customer Relations Manager, San Bernardino, CA 2005- 2006

●Evaluated and resolved customer complaints and concerns.

●Scheduled customer appointments for vehicle repair and aftermarket accessories.

●Corresponded with sales staff to ensure that all customer contacts were made.

●Assisted with delivery of new and pre-owned vehicles. Managed the dealerships incentive plan.

Golden Feather Realty (Subsidiary of HUD)

Customer Service Representative/Termite Director, San Bernardino, CA 2001-2004

●Analyzed termite inspection reports for bidding and listing purposes.

●Designated contractors to repair damaged properties.

●Processed work orders for completion of repairs prior to the sale of HUD properties.

●Negotiated with contractors regarding repair cost.

● Assisted with processing real estate purchase contracts. Interacted with loan officers, real estate agents and HUD inspectors on a daily basis.

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