Customer Service Professional
Resume:
Darlene Baugh-Drake
Apt Q
Pittsburgh, PA 15239
vayzcj@r.postjobfree.com
Tel: 724-***-**** Alt:412-***-****
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OBJECTIVE
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** **** ******** ** ******ne Light Company. Over 11years experience in customer service department. Experienced call center customer service representative with strong desire to provide excellent customer service with reference to customer needs utilizing soft skills training, computer navigation , good verbal communication and listening skills. Also teller experience involving face to face contact with customer receiving payments and balancing daily transactions for bank deposits.
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MAJOR ACCOMPLISHMENTS
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9 years call center experience taking inbound calls and provided excellent customer service to customer inquiries regarding general business, high bills, credit and collection, trouble, movers and commercial accounts. Utilized soft skills training, good verbal communication and listening skills. Received certficate for soft skills training which provided the awareness of voice tone, call control, and empathy for customer needs. Skilled at making payment arrangements per Public Utility Commission guidelines & processing payments. Referred qualified customers to government agencies for grant money. Also mailed out correspondence. Primary focus on customer care and providing excellent customer service with reference to customer needs. Recognized mechanic and soft skills are needed to meet customer expectations and accomplish customer service goals when striving to be the "best".
2 years teller experience receiving and processing payments, balanced daily transactions and prepared deposit slips and bags for deposit. Upgraded to head teller as needed to distribute teller work, balance teller daily deposit transaction reports and log daily deposits.
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EXPERIENCE
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10/2000 - 1/2009
Duquesne Light Company Pittsburgh, PA
Customer Service Representative
Provided customer service with reference to customer needs and concerns via inbound calls and inquiries about general business, high bills, trouble, movers, credit and collection and commercial accounts. Also provided payment arrangements per Public Utility Commission guidelines, referred qualified customers to government agencies for grants, processed payments. Soft skills training helped provide awareness of voice tone, call control, and empathy for customer needs. Both mechanical and soft skills were needed to meet customer expectations and accomplish customer service goals.
4/1998 - 10/2000
Duquesne Light Company Pittsburgh, PA
Teller- Customer Service
Face to face contact with customers received and processed payments, balanced daily transactions. Upgraded to Head Teller when needed. Head Teller distributed teller work and balanced daily teller transaction reports, prepared deposit slips and bags for daily bank deposits.
1/1994 - 3/1998
Duquesne Light Company Elrama, PA
Utility Technician
Mechanic 1 skills, soldering copper tubing, minor welding with acetylene torch, sampled fuel trucks, collected water samples from various sights for chemist, measured mine levels, worked river coal operation, maintained coal barges and moved them in place to be unloaded, controlled the filling of coal bunkers, shoveled and cleared beltways of loose coal, collected and processed daily coal samples, performed fineness tests on coal to ensure maximum performance of mills. Experience driving frontloader and forklift. Mechanic skills utilized during routine maintenance of coal operation equipment and assisted where needed on outages.
3/1991 - 1/1994
Duquesne Light Company Cheswick, PA
Field Lab Helper
Collected and processed daily coal samples, performed fineness testing on coal to maximize mill performance. Worked with chemist, collected water samples from various locations, assisted mechanics and electricians on plant outages. Also collected coal ash samples.
3/1984 - 3/1991
Duquesne Light Company Pittsburgh, PA
Shop Mechanic-2nd Class Metalworker
Fabricated structural steel, aluminum, and copper(I-beam, angle, flat bar, round bar, and reinforcement bar) per specification of blueprint for replacement of steel or aluminum towers, company overhead equipment and ladders for underground vaults. Interpreted blueprints, ordered material, measured and cut, laid out bolt pattern, drilled or machine punched holes and beveled holes. Experience with brake machines, drill press, electric and air grinders, shop tools, acetylene torch for burning, electric hole punch, band saw, crane operation, and forklift. Upgraded to 1st class for blueprint interpretation of jobs.
12/1982 - 3/1984
Duquesne Light Company Pittsburgh, PA
Shop Helper
Assisted 1st and 2nd class mechanics in completion of metal, aluminum, and copper assignments. Sand blasted steel to be galvanized or painted. Assembled field equipment with hardware prior to storage in storeroom. Repaired street lights. Experience with forklift and crane operation. Also worked in oil house where pcb levels measured. Familiar with salvage operation.
11/1979 - 12/1982
Duquesne Light Company Pittsburgh, PA
Switchboard Operator
Directed incoming calls to desired destinations from a center console. Set up conference calls for corporate executives. Experience with sending and receiving on telecopy machine.
7/1979 - 11/1979
Duquesne Light Company Pittsburgh, PA
Central Records Clerk
Primary job was to maintain customer information in large files. Processed service orders by hand(turn-on, turn-off, transfer of service). Also processed changes in service information as requested by customer service representatives. Helped out with trouble calls on outages when needed.
4/1979 - 7/1979
Duquesne Light Company Pittsburgh, PA
File Clerk
Answered and transferred incoming calls to supervisor and property records clerks. Zeroxed, filed and retrieved records per clerks requests. Entry level job.
9/1975 - 9/1978
Koolvent Aluminum Company Pittsburgh, PA
Telephone Solicitor
Made cold phone calls from coles directory to customers to create leads for salesman selling aluminum siding, soffit and fascia, triple thermopane windows, gutters and downspouts, and aluminum awnings.
7/1971 - 2/1976
Carnegie Library Pittsburgh, PA
Page
Checked books in and out. Shelved books, assisted librarian by retrieving reference materials, covered books for preservation. Also maintained periodicals and retrieved information on microfiche. Occassionally helped customers with using the card files to look up books and materials needed for general reading or research.
6/1975 - 9/1975
Woodville State Hospital Carnegie, PA
Psychiatric Aide
Total patient care in the infirmary ward. Responsible for recording daily temperature, pulse, respiration, bathing, feeding, dressing patients, making beds, and emptying catheter bags. Also assisted nurses in taking care of bedsores on patients.
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EDUCATION
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1978 Pshchology and History
Bachelor GPA: 2.56 - Carnegie Mellon University, Pittsburgh, PA
Received full academic scholarship. BA in Psychology and History. Interested in behavior with emphasis on drug addiction, probation, parole, and employee relations. Highest math calculus II. Took some criminology courses. History degree added while studying origins of behavior with reference to cultural background, origins of prejudice and race relations.
Volunteered as probation officer apprentice for Allegheny County Probation office in summer of 1976 from June through August to experience daily duties an officer.
1974 Academic
High Honor GPA: 3.8 - Schenley High, Pittsburgh, PA
Graduated with high honor. Member of the National Honor Society, President of Senior Leaders, President of After Prom Committee, Captain of Cheerleaders. Highest math Calculus I, Scholars Physics, Spanish I and II, Creative Writing.
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ACTIVITIES
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Ongoing volunteer service for 21years with the Wilkinsburg Athletic Association, a subsidiary of the Allegheny County Midget Football League. Currently serving 20 years as Director of Cheerleaders and Head Coach of the Twerp Cheerleaders (5-8 years old). In the past, I have held other board of director positions such as: Vice President, Business Manager, and Treasurer. Responsibilities include total coordination of the cheerleading program (tryouts, rules and regulations, parent and coach meetings, fundraisers, order and distribute uniform items, teach safety, and promote good sportsmanship)consisting of 4 squads with ages ranging from 5 to 14 years old and coaching staff.
Member of the Mt Ararat Baptist Church Joint Usherboard.
Served on the executive board of the Coalition of Labor Union Women(CLUW) from 1988 to 1993. Lobbyed for different policies, resolutions, and legislation with reference to empowering women in the workplace, fair wages, and family medical leave. Simultaneous service as union steward and executive board member of IBEW Local 149 representing Manchester Central Shops.
Sold Avon products parttime from 1994 to 1995 and achieved an Elby award for sales over $8000 within a campaigne year.
Built a business organization called Broad Prospective Enterprise using Amway Corporation marketing plan parttime from 1979 to 1982. Achieved Silver Direct status which was consistent point value of 7500 per month. Each product was assigned a point value and a dollar amount. My goal was to achieve Gold Direct, break away from my sponsor and deal directly with Amway Corporation.
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KEYWORD SUMMARY
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Customer service representative experienced in call center operation and person to person service. Strong desire to provide excellent customer service utilizing soft skills training, good computer navigation, verbal and listening skills. Soft skills training provides awareness of voice tone, call control, and empathy for customer needs. Fully understand the importance of excellent customer service to a company's integrity and growth potential.
Secondary positions desired include: teller, fabrication of structural steel, and sales(direct and or telephone).
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