Associate Service Consultant
Resume:
Willeana Coffman
***** ********* ** #*** *******, TX 77079
**********@*****.***
Professional Summary
Highly organized and detail-oriented professional with seventeen years of extensive customer service and operational experience in fast-paced environments, including gas, electric, and emergency operations. Proven ability to efficiently manage complex processes, maintain accurate records, and ensure timely task completion. Possesses exceptional communication, negotiation, and client relationship management skills, with a strong commitment to accuracy, compliance, and high-quality service delivery. Adaptable and technically proficient, capable of learning new systems quickly and managing multiple projects simultaneously. Skills
● Customer Service & Resolution: Addressing inquiries, dispute resolution, account detail explanation, payment arrangements, settlements.
● Communication: Excellent written and verbal communication, professional correspondence (letters/emails), stakeholder communication, active listening.
● Documentation Management: Accurate record-keeping, information input, document review and updates, compliance.
● Account Analysis & Reporting: Customer account review, issue assessment, prioritization, data compilation, report preparation, status tracking.
● Negotiation: Professional and effective negotiation, balancing customer needs with company policies.
● Compliance & Policy Adherence: Ensuring adherence to regulations and company procedures.
● Technical Proficiency: Microsoft Office Suite (Word, Excel, PowerPoint), SAP, CRM, GIS, rapid system adoption.
● Organizational Skills: Multi-tasking, prioritization, detail-oriented, self-starter, adaptable.
Professional Experience
CenterPoint Energy - Associate Service Consultant Houston, TX 01/2023 - Present
● Serve as the primary point of contact for customer distribution projects, effectively managing customer relationships and ensuring reliable service through efficient processing of requests.
● Communicate effectively with customers to provide project updates, address inquiries, and resolve issues, maintaining a high level of customer satisfaction.
● Ensure accurate record-keeping of project details and customer interactions, contributing to comprehensive reporting.
● Coordinate complex projects from inception to completion, including managing documentation, inputting project details into relevant systems, and diligently following up on project milestones.
CenterPoint Energy - Service Permit Coordinator Houston, TX 10/2015 - 01/2023
● Managed the end-to-end permit process, including receiving and processing permit applications, accurately inputting information into the system, and ensuring all necessary documentation was complete.
● Conducted regular follow-up with builders and internal teams to obtain outstanding information and ensure timely permit approvals, demonstrating strong follow-up and task completion skills.
● Provided comprehensive information and assistance related to permits to a wide range of stakeholders, demonstrating strong written and verbal communication skills.
● Maintained accurate records of permit status and related communications, ensuring data integrity and accessibility.
CenterPoint Energy - Customer Service Associate Houston, TX 01/2008 - 10/2015
● Processed a high volume of customer requests for electric and gas services, including new service activations and billing inquiries, requiring accurate data entry and strict adherence to company procedures.
● Communicated with customers via phone and online to provide information and resolve issues, demonstrating strong communication and problem-solving abilities.
● Maintained accurate records of customer interactions and service requests, ensuring comprehensive and up-to-date information.
● Engaged in customer interactions to explain account details and resolve billing inquiries. Education
Bachelor of Science in Communication and Psychology University of Houston Downtown, Houston, TX July 2018
Associate of Arts in Liberal Arts Houston Community College, Houston, TX May 2015
Contact this candidate