Results-oriented Lead Customer Service Representative with diverse background in management of customer service teams within the Department of Water and Power. Dedicated to providing excellent customer service and making operational and procedural improvements to support the department's goal in providing excellent customer service to a diverse population of people. Developed a high level of commitment to meeting and exceeding productivity, and performance goals in handling problematic calls, starting and stopping services, explanation of utility bills, resolving bill disputes and referrals to outside agencies. Skilled leader committed to addressing customer concerns with speed, accuracy and professionalism with a proven capacity to troubleshoot issues to ensure customer satisfaction.
With the understanding that the Department of Water and Power is a public service agency, high importance is placed on addressing customer's needs and providing excellent service in a high call volume environment.
As a public service agency, there are a number of programs offered by the department for our customers. Efficiently handled customers requests or cancellation of services, obtain information about their bill, make payment by phone or request an extension and/or make payment arrangements. In addition, handle high bill complaints, answer questions about our on-line services, assess the need for and amount of deposits for residential and multiple residential services, issue meter surveys, report outages, and conservation inquiries.
In answering customer inquiries, the customer's account is reviewed by means of Personal Computers (PC) connected to the Customer Information System (CIS) database. The collected data is then utilized to complete orders, applications, or to explain rates and charges pertaining to the customer's accounts.
Most recently (2011) promoted to Customer Contact Center Team Lead I responsible for providing an environment that enables the professional service workers under my leadership to work in an exemplary customer service workplace. In the absence of a higher level supervisor I am to manage all employees need, manage customer complaints answer questions, solve problems, and teach others how to use their judgment when interacting with customers.
Volunteer Position that manages a team of 12 people. Oversee the production of products for sale, advertisement, special projects, duplication of media products. Products include books, t-shirts, cd's, dvd's, pictures, artwork, brochures, forms, marketing ideas, displays and presentation tables for special events. Managed team of photographers who conduct photo shoots, imaging, photograph/film special events, including weddings, parties and family portraits.
First contact with customer to schedule appointments with sales representatives, answer billing question and quote cost questions. Accounting duties included help to implement software program all the accounting needs. Worked with head accountant in payroll, billing, journal entry for payments and balance sheets. Performed debit, credit and total accounts on computer spreadsheets/databases, using specialized accounting software. Displayed quality communication, customer support and product representation for each client.
Earned E-4 Ranking of Senior Airman by the end of my service. Military teaches you discipline,commitment, time management, how to protect yourself and others around you. The following skills and duties were obtained as a Dental Assistant in the US Airforce.
•assisting the dentist during a variety of treatment procedures
•taking and developing dental radiographs (x-rays)
•asking about the patient's medical history and taking blood pressure and pulse
•serving as an infection control officer, developing infection control protocol and preparing and sterilizing instruments and equipment
•helping patients feel comfortable before, during and after dental treatment
•providing patients with instructions for oral care following surgery or other dental treatment procedures, such as the placement of a restoration (filling)
•teaching patients appropriate oral hygiene strategies to maintain oral health;
(e.g., toothbrushing, flossing and nutritional counseling)
•performing office management tasks that often require the use of a personal computer
•communicating with patients and suppliers (e.g., scheduling appointments, answering the telephone, billing and ordering supplies)
•helping to provide direct patient care in all dental specialties, including orthodontics, pediatric dentistry, periodontics and oral surgery
Managed Dental Office with general filing, records-keeping, appointment scheduling and security clearance reporting (If a client with high clearance is under treatment that may impair their judgment we had to report it.). Earned college credit while in training.
Graduated in the top 24% of my Senior class with a career emphasis in Humanity
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