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Customer Account Representative Resume Example

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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 Current DC 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 2006 DC 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 2004 Service 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 2001 Star 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, 2007 DC Water － Washington, DC, USA
Certificate : Customer Service Certificate of Excellence, 2005 DC Water － Washington, DC, USA
Certificate Program - MS Office Professional : Business, 1997 American Institute of Business － Buffalo, NY, USA
Certificate Program - Travel Industry Training : Travel, Tourism and Business, 1994 The 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
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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

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