Service Representative Customer

Professional Summary

Ten years of professional experiences that include dispatching, clerical/data entry, communications, and computer proficiency with demonstrated ability to multi-task and make decisions to handle stressful situations. A persistent goal setter and skilled collaborator that is highly adaptable to change and progress. Licensed to sell Accident/Health insurance in South Carolina, Washington, DC, and Maryland

Experience

Customer Service Representative I Department of Public Utilities Jul 2015-Present

-Assist customers with maintenance of utility accounts via office, web, and telephone

-Provide account information to customers in office, via telephone, email

-Process applications and work orders for installation or disconnection of existing or new services for electric, gas, water, and/or wastewater services including interfacing with the city and county building inspection departments.

-Interface with electricians, plumbers, and contractors to coordinate compliance with the Department’s permitting requirements.

-Receive questions concerning rate schedules, billing procedures, account problems, temporary services, connection fees, and customer complaints, including high bill issues both in the office and via the telephone.

-Research obituaries and legal notices, procedures, and maintain correspondence to the family of deceased customers.

-Process orders to change mailing address, bank draft, or name changes on accounts.

-Determine and advise customers of payments due on accounts, provide account numbers, and determine deposit amounts for new accounts.

-Check and complete various queries to maintain a good database of customer accounts

Chat Representative Teletech at Home Oct 2014 – Oct 2015

- Responded to incoming chats from members within 20 seconds to assist with questions/concerns about membership

- Assisted members with activating/disconnecting monitoring devices as necessary

- Provided account information to verified members

- Updated member account information when necessary

- Consistently met/exceeded guidelines

Customer Service Representative Sitel Jun 2013 – Jun 2014

- Answered incoming calls to provide emergency roadside assistance to callers

- Contacted dispatch, members, and various shops as necessary to ensure quality experience for callers

- Reviewed member accounts to provide service entitlements or other information as necessary

Customer Advocate Verizon Wireless Oct 2011 – Apr 2013

- Answered incoming calls to evaluate customer wireless accounts

- Placed orders for devices based on customer eligibility

- Provided technical support for devices to ensure working properly

- Assisted with activation/setup on devices when necessary

- Provided feedback to different teams to assist with growing company

- Served as first point of contact for teams when supervisor was requested/ calls escalated

Billing Clerk Trans Union Transport, Inc. Jun 2010 - Jul 2011

- Billed all invoices for relocation services rendered

- Answered 4-line telephone to assist shippers/carriers with questions

- Maintained and updated billing records and filing system to ensure accurate record of shipments

- Prepared all outgoing correspondence as required

- Created and launched company website

- Posted vacant position notices on appropriate websites; screened respondents as necessary

- Met deadlines with a sense of urgency using time management and prioritizing tasks

Customer Relations Specialist South Carolina Electric and Gas Aug 2004 – Oct 2009

- Answered billing and service questions, and follow-through to resolve related issues

- Processed customer orders and maintained data in internal systems

- Maintained customer records by updating account information

- Managed business account communications and provided timely responses

- Developed and maintained relationships with internal and external clients

- Coordinated and communicated with internal and external agencies as needed

- Received calls for emergency assistance that involved gas lines, electric lines, and water mains

- Maintained technical and professional proficiency through continual training

Admission Clerk/ Receptionist Bamberg County Hospital Apr 2004 – Dec 2004

- Interviewed incoming patients and collected demographic, insurance, and emergency information.

- Accepted reservations for rooms and assigns beds according to medical need and patient census.

- Explained hospital policies regarding personal items and visiting hours

- Prepared and distributed patient identification bands, and arranged for transportation to assigned hospital room

- Notified proper on-call personnel in emergency situations via phone or PA system

Telephone Service Representative Intermedia Marketing Solutions Sep 2001 – Apr 2003

- Handled all word processing and typing as necessary

- Updated data for callers as necessary

- Answered incoming calls to assist callers as needed with questions

- Represented the company in a professional and businesslike manner while attempting to accomplish upsell of products

- Answered callers' questions about product with promptness and accuracy

Dispatcher Smith Trucking Jan 2001- Apr 2004

- Managed small trucking office

- Completed paperwork, answered telephones, copied, filed, etc.

- Dispatched drivers to appropriate locations

- Scheduled truck maintenance/logged mileage

- Monitored the delivery of freight over long distances

- Coordinated delivery pickup and drop-off schedules

- Coordinated transportation schedules, and organized the delivery of materials

Education

Associate Degree/Business Denmark Technical College April 2003 - May 2004

Insurance License Aug 2013

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