Knowledge of Dispatch/Customer Service, with 14 years of experience combining management and customer service expertise in Customer Service/Call Center in the Atmos Energy call center. Looking for a position in a Customer Service oriented field, in a fast growth company.
Judgment and Decision Making Administration and Management Active Listening Instructing
Service Orientation Telecommunications Troubleshooting
10/2013 to Current
Enterprise DispatcherAtmos Energy － Amarillo, TX
Plans, identifies, communicates, and delegates work orders (i.e.
connections, disconnections, and emergency services) to the appropriate service technician to continue operations flow.
Makes decisions while considering multiple factors.
Works under tight deadlines and pressure, when dispatching emergency (i.e.
leaks) or non-emergency gas orders.
Monitors assigned service technicians and other field personnel (approximately 40+) to ensure service delivery and appointments are made.
Responds to calls and requests (written or verbal) from customer service and field operations employees regarding work orders.
Receives and processes transactions and requests based on designated level of authority.
Forwards other issues to appropriate level of responsibility.
Responds to current and/or prospective customers regarding emergency service orders utilizing company policy.
Uses operational tools (spreadsheet applications, e-mail, Customer Information System, Resource Management, etc.) for record keeping, transferring data and communicating.
Communicates and coordinates with other dispatchers, customer service and field operations employees to efficiently utilize all resources.
Dispatches emergency line and pipeline encroachment locates.
Sends emergency mobile pages as needed (i.e.: cut lines, damage prevention, Amber Alerts).
Completes, maintains accurate records, reports and emergency order logs to comply with Company and regulatory requirements.
May assist with dispatching scheduled or assigned construction/compliance orders for line installation or leak survey repairs and dispatching enterprise construction crews to emergency situations.
Lives the Company's values and the Deal between the Company and its employees May assist with construction service, compliance orders and pipeline safety items as directed by the Customer Service Organization and or Regulated Utility Operations.
12/2008 to 10/2013
Manager CustomerAtmos Energy － Amarillo, TX
Accounts Provides direction to Customer Account Supervisors and Customer Support Associates to ensure a quality work product and superior customer service.
receives escalated customer service issues.
Investigates, evaluates and resolves customer complaints, questions and concerns.
Takes appropriate action on customers' behalf as circumstances warrant.
Maintains expertise in the Company's customer service policies, procedures and systems.
Evaluates individual customer circumstances and makes decisions related to exceptions to standard company policy to solve customer issues.
Monitors customer satisfaction survey results and takes appropriate actions to achieve target results.
understands the service excellent strategy and reinforces expectations with other customer service employees.
distills and disseminates internal best practices to agents.
Monitors call volume and performance metrics.
plans and manages staffing skill sets, levels and schedules to achieve target service levels.
Responsible for achieving team and individual performance measures.
Monitors and interprets team and contact center performance data to ensure expectations are met.
Collaborates with various departments within the company to ensure the proper handling of customer service issues and maintain customer satisfaction.
Keeps abreast of and ensures compliance with applicable laws, regulations, policies, procedures and standards.
Makes recommendations for revisions to , or the development of company policies and procedures related to customer service.
Reviews and analyzes the quality assurance evaluations to ensure quality customer service.
conducts quality control audits of employee interactions with customers Prepares and presents management reports on escalated issues, resolution performance, trends, and recurring issues.
Makes recommendations for changes or enhancements t existing policies and procedures, as well as makes recommendations for new policies and procedures.
Works with leadership to perform call center managerial duties as needed.
Develops and monitors functional area budgets to ensure efficient utilization of resources.
Plans and directs the achievements of area goals and objectives within established company policies.
Maintains adequate staffing levels to ensure proper administration of activities.
Selects, develops, trains, motivates and evaluates the performance of assigned employees.
04/2007 to 12/2008
Customer Operations SupervisorAtmos Energy － Amarillo, TX
Participated in the 'Cultural Pilot' since its inception and have completed all Building Customer Confidence class sessions, tail gates, service leadership meetings, conference calls and Customer Convenience work in team meetings.
Participated in the development of the Customer Convenience presentation.
Panel discussion at the enterprise meeting in Dallas, to promote the Integrated Service Delivery to all areas of the company.
Travel, to ensure full participation of the ISD team Members, with a strong focus on team building and excellent customer service.
Receive escalated customer service issues.
investigate, evaluate and resolve customer complaints, questions, and concerns.
take appropriate action on customers behalf as circumstances warrant.
Continue focus on the service excellence strategy, Responsible for achieving team and individual performance measures, procedures and practices through Quality Assurance, Monthly One on Ones, Agents Statistics, and Side Saddling Sessions, Performance Management Objectives and Performance Review and planning.
Monitor call volume and performance metrics.
Plan and manage staffing skill sets, levels and schedule to achieve target service levels.
Collaborate with various departments with in the company to ensure the proper handling for customer service issues and maintain customer satisfaction.
Involved in America's Promise Volunteer program.
Active in Big Brother Big Sister Fund Raisers.
03/2005 to 04/2007
Group LeadAtmos Energy － Amarillo, TX
Monitored Daily productivity, attendance, and time management reports.
Maintaining time sheets for accuracy.
Resolve escalated issues, both externally and internally.
managed customer requests through the Atmos Energy Website.
Help develop agents with phone skills, procedures and practices.
Assisting my direct Supervisor with live monitoring, monthly one on ones and coaching opportunities.
Help develop contractors and new employees in the nest.
Learned the Dispatch function to assist when needed.
Assist agents with complex questions regarding systems, customer resolutions and online reference information.
Facilitated new hires.
Member of the Employee Activity Committee Active in Big Brother Big Sister fund raisers.
04/2003 to 03/2005
Business Office AssociateAtmos Energy － Amarillo, TX
Basic billing adjustments, payment reversals and credit balance refunds.
Resolve business office wrap up requests.
Interact with government agencies regarding customer energy assistance, maintain vendor agreements and associated pledge information.
Reconciled Virginia DSS spreadsheets for monthly billing.
involved in the Amarillo City Chamber fundraiser.
High School DiplomaRochester High School － Rochester, TX