Call Center Customer Service

Victor Belcore

Tampa, FL, ***** 917-***-**** ********@******.***

CUSTOMER SERVICE, CALL CENTER OPERATIONS, COLLECTIONS &

DATA REPORTING PROFESSIONAL

CUSTOMER EXPERIENCE PROCESS OPTIMIZATION TEAM TRAINING OPERATIONAL EFFICIENCY

Summary of Qualifications

Experienced Customer Service professional with years of experience, including over 40 years as a functional and technical subject matter expert at Consolidated Edison Company of New York.

Proven record in managing and optimizing call center operations, collections, and others as well with extensive knowledge in data reporting.

Skilled in utilizing Microsoft Office tools, with advanced proficiency in Excel (including VBA), Word, PowerPoint, and Access to streamline processes and improve operational efficiency.

Areas of Expertise

Key Skills: Customer Service Call Center Operations Collections Data Reporting Microsoft Office Excel, VBA, Word, PowerPoint, Access Process Optimization Call Center Management Data Analysis System Automation Performance Metrics Reporting Tools Workflow Improvement Customer Inquiry Management

Professional Experience

Consolidated Edison Company 2022 – 2024

Instructor/Trainer (Called in from Retirement of 2017)

Played a key role in the "Train the Trainer" program as a remote lead instructor for the Oracle CC&B system.

Selected to assist in a training initiative for implementing the Oracle Customer Care and Billing (CC&B) system, replacing the existing mainframe system with a Windows-based solution.

Facilitated training for new trainers and provided ongoing support to ensure consistent delivery of educational content, including general customer service and collections.

Led classroom and virtual training sessions, successfully training over 2,500 employees on the Oracle CC&B system.

Designed and implemented interactive training programs that enhanced user engagement of the CC&B system.

Consolidated Edison Company 2002 – 2017

Customer Operations/Strategic Applications/Collections – Senior Specialist

Subject matter expert in customer operations, provided comprehensive support across multiple departments, including Customer Operations, Credit and Collections, Replevin and Public Assistance, Executive Action Group,

and Customer Accounting.

Designed and automated credit functions and reporting processes, improving overall efficiency and accuracy in handling…

overall calls, collections, sensitive accounts, and others.

Designed and implemented automated systems.

Minimized manual data entry of system transactions by leveraging automation and enhanced reporting capabilities.

Created automated processes utilizing VBA (Visual Basic for Applications) to optimize workflows.

Provided customized reporting, data analysis, and database functionality to support various corporate departments.

Developed SQL queries and specialized automation solutions.

Consolidated Edison Company 1986 – 2001

Customer Service Representative – Call Center Operations

Managed all aspects of customer interactions in a fast-paced, high-volume call center.

Provided top-tier customer service by managing a diverse range of customer calls and maintaining excellent service levels.

Consolidated Edison Company 1974 – 1985

Unit Assistant – Customer Operations

Worked in various departments throughout customer operations.

Additional Experience

Uber/Lyft 2020

Driver

Culligan Water Systems 2019

Sales Representative

Home Depot 2018

Sales Representative

Other Information

References are available on request.

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