Customer Service Representative
Resume:
RESUME for
Patricia Ann Hunt
*************@*****.***
OBJECTIVE:
I am proficient, dependable, reliable, courteous, and hardworking. I will strive to be a leader, team player and an asset to any organization.
Skills…Ability to multi-task and problem solve. Strong analytical skills. Able to defuse irate customers. Excellent communicator with strong verbal and written skills. Flexible and embrace change. Have worked three years remotely (in-home) during Covid 19 World-wide Pandemic which has allowed me to gain proficiency in working remotely with little to no supervision.
JOB HISTORY:
Dispatcher- Current position at DTE Energy April 2018 to September 2023
Dispatcher- Dispatching of work to EFO-Electric Field Operations field reps meter work to turn-on and restore electric service. Also, dispatching of emergency orders such as no current, wire-down- and any issues regarding customers site to ensure safety and has power to premises, residential and commercial dwellings. Use various computer applications and software packages to perform daily functions to include communication with both field and non-field personnel. Accumulate, analyze, and organizes information from various sources to prioritize, schedule and assign a diverse work force to facilitate the implementation of new business, projects and emergency work on the electrical system Builds loyalty by providing service that meets or exceeds the expectations of internal and external customers Schedule, analyze, and assign work routes for routine and trouble calls. Coordinate notification and close out for field activities and job status. Use various computer applications and software packages to perform daily functions to include communication with both field and non-field personnel. Assist in preparing/analyzing requests for shutdown during emergencies, call in and dispatch crews as directed. Dispatching work to drivers. Tracking Drivers to ensure safety and have work and not sitting idle. Problem Solving and verifying accounts are active by cross checking in billing systems. Building/creating/maintaining and scheduling driver’s routes. Mapping out Routes. Perform other job-related duties as assigned. Monitoring ADMS/Field Service Edge dispatching system. Verifying sites in good standing to receive electric service. Auditing orders. Answering incoming calls from internal customers/drivers when calling to ensure site is in good standing. Verifying if meter is active/inactive at sites.
DTE Energy, 06-30-2014 to 4-2018
Customer Service Representative…. Duties include answering calls from residential and commercial, police/fire customers and potential customers in an inbound call center. Processing turn-on and disconnect service orders in CSB and other in-house applications. Up-selling of mobile app, E-bill and Home Protection Plan service agreements.
Trouble shooting of orders that did not process properly and correct those orders to flow through systems properly. Transfers current customer’s services and processed new customers into system through Experian database to ensure customers account balance accurate. Responded to customers’ written correspondences via e-mail and US Mail.
Answering questions from customers regarding service to site and upselling customers the DTE Home Protection Plus (HPP) repair service.
Communicated with all channels to ensure order accuracy and appointment book verification process.
Various other duties as outlined in job description.
AT&T COMMUNICATIONS, INC. 02-2001 – 03-2012
DETROIT, MI
Customer Service Representative
Duties include answering inbound calls on a high call volume open gate system in a billing system. Working ACIS Billing and Credits to follow up on technician visit to
Customer sites and billed or credited customer accounts accordingly.
E-Rate Customer Service Representative-(AT&T Communications)
Duties include answering incoming calls into fast paced Call Center on an open gate via Avaya and Meridian phone systems. Data entry. Provided answers to customers questions while exceeding company set quotas and objectives. Obtained pertinent documentation from customers to provide infinite service. Responded to customer emails, faxes and US mail correspondences in a timely manner, insured customer satisfaction while following government rules and regulations as well as company policies and procedures. Created and maintained organized hard copy filing system.
Customer Service Representative
(Previously Ameritech and SBC)
Worked on an open gate in a high-volume Call Center while exceeding the objectives and quotas set. Data entry. Created spreadsheets as a tool in problem solving as it related to correct/incorrect charges billed to business customers. Provided sales and support to internal and external customers while exceeding company set quotas. Responsible for investigating billing disputes and determining if adjustments/credits were due to customers. Processed ACIS credits in in-house Centralized Ticketing System CTS. Experience with Force system to dispatch/track jobs that are dispatched to outside vendors. Able to defuse irate customers multi-task and toggle between several systems/applications.
Sales and Billing Customer Service Representative
Duties included processing government forms for customers who requested reimbursement for billed telephone charges. Responsible for credits/debits to customer’s accounts that were approved by the government and applied as necessary. Responsible for incoming mail; sorted and input/logged accordingly. Created and maintained files for a five State (Midwest) region and assured customers received E-rate funding based on government approved contractual ratings. Experience with ATT Yahoo DSL Internet and all phases of products and services including adding contracts to accounts by issuing service orders to correct billing. Types of orders included adding T-1’s, usage contracts, long distance calling plans, name changes, bill under and more to existing business accounts as well as other duties as assigned. Entering data into in-house systems.
Key Skills
1.Exceptional organizational skills and strong attention to detail.
2.Ability to maintain a high standard of performance in all areas of work.
3.Excellent telephone and communication skills; both oral and written.
4.Strong computer skills and proficiency with multiple software applications.
5.Flexible to work any shift.
6.Able to discuss statements, rates, deposit transactions, and other elements of accounts.
7.Ability to conduct extensive follow-up and research of each situation a customer calls to discuss.
8.Proficient in computer programs and a fast learner and will learn any in house computer program software quickly.
9.Very proficient in ADMS FSE (Field Service Edge) dispatching system.
10.Self-starter
11.Team player
12.Multi-tasker
13.Reliable and dependable
14.Organized
15.Analytical
16.Effective communicator and listener
17.Efficient
18.Strong attention to detail
MS Word, Access, PowerPoint, Excel, ACIS Billing System
Creating and maintaining hard copy filing system, creating spreadsheets,
answering multi-line phone systems and other various clerical duties. Sorting mail, Responding to written correspondences, manual general ledger. Able to change directions quickly and multitask, good organizational skills and strong attention to detail.
Email address: *************@*****.***
Contact this candidate