Customer Service Data Entry

Lucille Davis

(Lucy)

860-***-**** ******@*******.*** 5 Chickering Ln Ashland, Ma 01721 United States

Profile

Customer Service oriented candidate with 25+ years experience in the field. Extraordinary ability to work cohesively with the public. Proven ability to manage customer service staff and assist in customer service resolution.

Experience

MANAGER CUSTOMER SERVICE, YANKEE GAS COMPANY, WETHERSFIELD, CT. 06109

Managed customer service staff of 16

Managed customer billing staff of 6

Managed field collection staff of 3

Achieved minimal customer complaints, to the Department of Utility Control, while working with delinquent customers.

Minimized utility disconnects through development of innovative payment arrangement programs

Achieved 60% delinquency length length from 180 days to 60+ days

CREDIT & COLLECTION MANAGER, CONNECTICUT NATURAL GAS CORP., EAST HARTFORD, CT 06108

Managed office and field collection staff.

Developed comprehensive policies & procedures for department use

Developed collection training programs incorporating standard utility practices

Developed quality assurance employee monitoring programs allowing employees the opportunity review their recorded interactions with consumers, and provided feedback for enhanced performance

Developed a program for low income consumers that incorporated affordable repayment plans offset by Federal funding for winter utility usage. With input from the other CT. utilities the program was tweaked and accepted by the Department of Utility Control and became the standard low income payment program for all CT. based utilities.

Credit & Collection Manager, Southern Connecticut Gas Company, Bridgeport, Ct 06610

Southern Connecticut Gas Company was purchased by the parent company of Connecticut Natural Gas, and I was assigned to performs my duties at both CT. utilities.

The combined employees reporting to me from both companies was 55, one utility employed union staff while the other maintained non-union staff.

Education

Albertus Magnus College, East Hartford, CT. 06111, Business Management, no degree

Skills

Proficient in MS Office Suite

Proficient with Apple applications

Proven leadership skills

Ability to adapt to new situations

Strong written and communication skills

Awards

Nominated as Chairperson for The National Association of Credit Managers .

Nominated as Chairperson for Operation Fuel, CT’s premier low income fuel bank.

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