Customer Account Representative Resume Example DC Water

CUSTOMER ACCOUNT REPRESENTATIVE

Career Overview

Highly enthusiastic customer service professional with over 20 years of client interface experience seeking a management position with a company that will utilize my experience and skills to meet business objectives and support commitments to customer service, employee development, and continuous advancement.

Core Strengths

Strong organizational skills
Energetic work attitude
Adaptive team player
Customer service expert
Active listening skills
Courteous demeanor

Proficient in the following software programs:
Microsoft Office 2010
Lotus Notes
Alliance Data Systems
Hexagram STAR AMR System 7
Maximo

Accomplishments

Customer Service/Assistance

Worked with company systems such as Digital Dashboard and diligently completed all assigned tasks, working overtime as needed.
Contributed to monthly billing of over $30M of billable revenue.
Created Standard Operating Procedures (SOP) manual and assisted with training of all incoming Customer Account Representatives.
Researched, calmed and rapidly resolved client conflicts to ensure accurate and timely billing of accounts.

Work Experience

Customer Account Representative
January 2006 to CurrentDC Water － Washington, DC

Researches and resolves complex billing and metering issues.
Performs various accounting functions including cash controls and adjustments.
Reconciles daily sales journal output from customer billing and information systems.
Issues directives to field operators to perform various diagnostic tests and analysis.
Monitors processing of all meter related service orders.
Analyzes usage history to ensure accurate billing; update account meter readings and customer information as necessary; disseminate service orders.
Provides controls for service order processing by incorporating best business practices.
Establishes new premises in customer information system including metering setup and billing.
Evaluates information on inactive meter advances, theft of service and approvals for billing.
Assists with creating new processes and testing of billing systems for increasing customer service satisfaction.

Customer Care Associate
October 2004 to January 2006DC Water － Washington, DC

Responded to inquiries received over the Water Bill Action line.
Applied analytical and evaluative methods to provide sufficient information to resolve substantive issues and problems.
Reviewed customer's total situation in establishing payment plans, high bill investigations, holds, and acceptable payments for service restoration.
Prepared adjustments on accounts.
Distributed customer correspondence and incoming faxes to appropriate departments or personnel.
Received, logged and processed new accounts.

Customer Service Supervisor
January 2002 to October 2004Service point Charrette － Washington, DC

Answered Multi-line phone system.
Assisted clients with all concerns and questions.
Entered and retrieve work-orders for purchasing and disbursement.
Inputted, updated and maintained client records; used discernment when supplying information.
Processed cash, check, and credit card payments.
Balanced credit card purchasing on a daily and weekly basis.
Monitored work of customer service representative(s) and dispatch agent(s).
Reviewed all documents upon departure, for quality assurance.
Conducted follow up calls for billing issues.
Entered and retrieve Internet shipping and delivering data.

Assistant Supervisor / CSR Lead
February 2000 to December 2001Star power Communications － Springfield, VA

Assisted Customer Service Representatives in dealing with customers' basic concerns and questions.
Trained, coached and directed Customer Service Representatives.
Intervened when calls were escalated, being the first point of management contact.
Interfaced with customers to ensure resolution of service problems while re-establishing good customer service relations.
Submitted Customer Service Representatives timesheets, implemented and enforced policy and procedures through, education and team meetings.
Answered incoming calls in an effective and timely manor maintaining a level of service set forth by the company and the FCC.
Accessed Bell Atlantic telephone records for installation and completion dates, assisting customers on how to use telephony and cable products.
Processed credit card payments: enter adjustments, and updating information on customer records.
Placed orders and dispatched techs for trouble calls on a daily basis.

Educational Background

Certificate : Supervisory Skills for Non-Supervisors, 2007DC Water － Washington, DC, USA

Certificate : Customer Service Certificate of Excellence, 2005DC Water － Washington, DC, USA

Certificate Program - MS Office Professional : Business, 1997American Institute of Business － Buffalo, NY, USA

Certificate Program - Travel Industry Training : Travel, Tourism and Business, 1994The Boyd School － Pittsburgh, PA, USA

Skills

Professional and friendly
Careful and active listener
Strong public speaker
Multi-tasking

Additional Information

AWARDS

Presidents Honor & Perfect Attendance Award, 10/1994

Resume Overview

Companies Worked For:

DC Water
Service point Charrette
Star power Communications

School Attended

DC Water
American Institute of Business
The Boyd School

Job Titles Held:

Customer Account Representative
Customer Care Associate
Customer Service Supervisor
Assistant Supervisor / CSR Lead

Degrees

Certificate : Supervisory Skills for Non-Supervisors , 2007
Certificate : Customer Service Certificate of Excellence , 2005
Certificate Program - MS Office Professional : Business , 1997
Certificate Program - Travel Industry Training : Travel, Tourism and Business , 1994

Customer Account Representative Resume Example

Resume Score: 100%

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