Customer Service Energy Efficiency

Felicia A Adams cell phone: 323-***-****

***********@*****.***

linkedin.com/in/felithagr8t/

**** **** ****** *** *****, NV 89121

SUMMARY OF QUALIFICATIONS:

Resourceful team player with strong oral and written communication skills. Ability to work well under pressure: more than 15 years of experience in resolving problems and negotiating solutions for clients/customers (both internal and external). Ability to work on multiple projects while adjusting to changing priorities, deadlines and constant interruptions. Exceptional leader, mentor and trainer, recognized for eliciting the cooperation and support of frontline staff during periods of change and transition.

With my primary passion being in the energy field and Customer Service, I have been able to utilize my skills in various arenas such as gaming, healthcare and education.

PROFESSIONAL HIGHLIGHTS:

· Experienced at managing multiple projects simultaneously under strict deadlines, making critical decisions while effectively prioritizing tasks to ensure timely completion

· Builds and maintains cross-functional relationships with peers and management in various departments

· Ability to quickly grasp and apply innovative ideas, computer applications and processes for organizational improvement

· Excellent interpersonal, oral and written communication skills with all levels of management

· Able to work on multiple projects while adjusting to changing priorities, deadlines and constant interruptions

· Ability to gather, analyze, explain, and draw logical conclusions from complex data

EXPERIENCE:

07/2022-07/2023 Franklin Energy– Energy Auditor

Providing virtual assessments to ComEd, Peoples Gas and Nicor Gas customers while addressing and identifying ways they could save money and energy. Promoting Sustainable/ Net Zero consumption. Created and generated reports, followed up with customers to insure they had received their energy saving products. Use of Microsoft Teams, Salesforce 2.0, Surfly, Ncontact, Outlook.

•Promote the energy efficiency program to customers through the completion of scheduled energy assessments while delivering professional, high quality services to utility customers

•Work with home owners and property managers to provide energy efficiency advice and assistance in participating in energy efficiency programs

•Deliver professional, high quality services to utility customers

•Complete walk through energy assessments of properties that identify key natural gas and electric saving opportunities (all living space, basement, attic, and exterior perimeter of building)

•Promote energy saving devices including energy efficiency lighting, programmable thermostats and hot water saving devices

•Clearly explain energy assessment findings to owner including explanation of energy efficiency rebates

•Discuss technical elements of energy consuming equipment—i.e., lighting, HVAC, hot water systems, building and pipe insulation, and air sealing

•Enter data into spreadsheets and databases to determine energy savings and to manage current projects which may also include collaborating with engineers as required

11/2021-current Robert Half Staffing- Checkr- Dispute Resolution Representative Working out of a que, would review the Motor Vehicle report of candidates to see if they were then able to drive for such companies such as Doordash, Amazon, Postmates, etc…using Zendesk would complete close to 100 case files each day. Handle high volume of inbound phone calls and emails from candidates, resolving their questions with empathy and care. Carefully review background checks and provide accurate responses to candidates. Resolve report issues quickly to ensure we are delivering high quality reports within turnaround time deadlines.

04/2021-08/2021 InSync Staffing- SNHD Contact Tracer-Contracted by the Southern Nevada Health District, I was able to make an impact daily by reaching out to people that recently have tested positive for Covid-19. Collecting information such as recently traveled locations or possibly persons exposed helped prevent the spread of the disease making positive impacts in my community. Educating others on how to stay safe is a rewarding feeling to have at the end of each day. For those that were sick, data collecting places of exposure, symptoms each case was experiencing and educating on the spread of reinfection.

10/2020-01/2021 Anthem Health Care- Customer Service Representative-As a member of the Government Business Division in the Medicare Department. I would answer any member questions about enrollment, prescription drug plan and billing or inquiries regarding customers’ account. Would take payments for monthly plan. Coded each member account correctly while providing excellent service.

05/2020-10/2020 Pearson Education- Academic Advisor-handled inquiries from possible new and existing clients regarding courses, enrollment and tuition. Using Salesforce, updated client information, tuition payments and called new and existing leads exceeding in SALES goals and providing excellent service.

02/2020-03/2020 National Credit Center- Customer Service Representative-handled approximately 50 calls/ day both inbound and outbound calls creating new clients, updating information for existing clients, account status, taking credit card payments. Generated new leads for sales team, closing out old tickets in Salesforce.

06/2019-12/2019 Karsaz Law Firm - Notice Server-Prepared legal notices to be served in Clark County; went to courts as needed to have documents processed; served notices to customers, sent pictures of proof to law office via email.

01/2017-02/2019 Global Payments Inc.- Customer Service RepresentativeIII-As a Casino Account Manager, inbound calls are handled in a timely manner for customers gaming account. (Players Club) Nationwide at both brick and mortar properties as well as online gaming. Call types may vary from account limit inquiries, available daily balance, credit increase or researching an old debt that has been written off. Being available for internal clients, such as Casino Cage Supervisors or I.T to resolve issues with any equipment that we have provided them such as an Epson printer, card reader reader or Kiosk, while using Salesforce to keep call logs organized and detailed. Used programs such as Idology and Acurint to verify identity of clients, preventing fraud and identity theft, all while providing an overall pleasant Customer Experience. Prepared documents for clients, use of Docusign

01/2015-06/2016 Evergreen Energy- Customer Service/Sales -Assisted with the Water Conservation Project with Department of Water and Power; handled over 300 outbound calls per day reaching out to communities to exchange their old toilets with new ones that would assist the state of California with saving water. For each new install, there was a commission that I far exceeded in less than two weeks by reaching out to large apartment buildings and places like churches that would have multiple toilets in one location. Exceeded sales goals, saving the planet.

07/2007-11/2014 Southern California Edison- Call Center Supervisor-Demonstrated and disseminated the highest standards of Customer Service, emphasizing concise and quality interactions that achieve targeted service goals. Highly organized and detail oriented establishing and maintaining operational systems and administrating policies. Coordinate complex shift coverage and maintain extensive employee data for a variety of staffing and human resource decisions. Exceptional leader, mentor and trainer, recognized for eliciting the cooperation and support of frontline staff during periods of change and transition. Effective while communicating with executives, managers, employees and customers, adjusting manner to accommodate audiences and objectives.

05/1997-07/2007 Southern California Edison- Customer Service Representative II- Provides front line support to Edison’s Residential customers * Resolved complex customer issues related to company programs, policies/procedures, rates, services, credit, service applications and usage.* Utilized strong communication skills and an in-depth knowledge of complex customer service account functions while researching and explaining intricate rate structures and account information to Customers.* Analyzed customer data in order to accurately explain customer bill information, such as cost, rates, usage and billing history. Processed service requests for new service, disconnection and reconnection of service, credit issues, and emergency response orders.* Gathered and analyzed multiple pieces of data using database formats to identify billing trends for Customers.* Daily interaction with customers handling information sensitive in nature using strong oral and written communication skills.* Established positive relationship with various departments (including Service Planning, Dispatch, District Personnel, BPO, Credit and Customer Solutions), ensuring a timely turn around on complex billing issues for Customers.*Organized and assigned different aspects of customer accounts to ensure a balanced workload and to maximize task effectiveness (reducing order redundancy), such as crossed-metered situations. * Multi-tasking/analyzing in Off Line Support Department which assists representatives with difficult accounts as well as Customers. Assisted with the creation of the Off Line Support Logging system which accounted for all distributed work, who received it and date it was completed.

1997-1998 Southern California Edison - Accounting Assistant I

* Processed and balanced high volume of credit and debit deposits for customers ensuring payments were posted accurately, Encoded check, money orders and payment vouchers on the Bantec system, retrieved and researched customer records and discrepancies

EDUCATION:

2015-2016 Regent University ~ Business Management

1996-1998 Mount San Antonio College ~ General Studies

06/1994 Valley View High School ~ College Prep, Diploma Received

ACCOMPLISHMENTS:

* 3 year Member of Offline Support; proficient in help line, bark beetle calls, FSO (Field Service Organization) Quick Check, Escalated Disputes, Time of Use, Agency, New Business, Payment Transfers and Correspondence

* Billing Inquiry Trained: able to assist customer with an In Home Energy Audit, determine source of usage, provide conservation tools/products and offer rebates

* 2 time Platinum Customer Hero -Consistently exceeds targets in Customer Satisfaction

* Earned 9 Customer Hero Awards - for Outstanding, 5+ Customer Service

* Worked on improving Work Environment Survey with management -Team building and showing employee appreciation

* CSR1/Lead position: assisting new hires once completion of training with inquiries such as billing, new service, trouble calls and hot keys. Handled escalated calls, keeping New Hires informed on company policies and procedures

* Member of: Safety Team, Search and Rescue, Club Ed (fundraising and event planning)

* Service Planner/Dispatch 4 month Course completed at SCE

* Fraud/Skip Tracing Department Trained; recognizing skip tracers, Call Control, tracking caller i.d for repetitive numbers

* Developed a Supplies Inventory Excel spreadsheet that accounted for all available, onsite supplies; commended by the Emergency Response Coordinator for spreadsheet development which became implemented companywide for all Search and Rescue teams.

* Developed a software application that enabled employees to update their individual career planning and achievements for ongoing professional development plans

FORMAL TRAINING:

* Comp USA Computer Training Microsoft Word, Excel, PowerPoint and Acess Intermediate: templates, charts, basic filters, Quick Books, Lotus Notes, Outlook, Zendesk, Slack, Salesforce, Microsoft Teams, Ncontact, Surfly

* 10key (5000 keystrokes/hr), 60wpm typing speed, Hot Keys

* Workforce Management Programs: Aspect Workforce Management Genesys eWorkforce Management

* Call Center Desktop Environment: Call Workflow Optimization/Computer Telephony Integration Customer Service System Customer Information System*Acurint*Salesforce*Idology*WorkDay*Business View *HubSpot

Docusign*

*BPI Trained, 04/2023 - Sealing the home, Blower Test

* Percipio

Professional References Upon Request

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