Results-oriented Member Services with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements. Seasoned advocate specializing in situational assessments, conflict resolution and effective communication.
Exceptional problem solver
Strong research skills
Office machine Technology adaptive
Large Cash Deposits
10 key Skill
Multi phone line
Front facing customer interactions
10/2010 to Current
Member Service Rep. 1Missoula Electric Cooperative － Missoula, MT
Responds to member inquiries about their account, billing history and
Uploads electronic payments and payment remit files generated by the
Maintains member records in the database including verification of
meter readings and update of equipment records.
Creates service orders for MEC personnel to conduct work at member
Courteous and respectful to Members, the public and co-workers.
Follows established billing processes including analyzing pre-bill reports
for accuracy and making necessary corrections prior to processing of bills.
Provides cooperative members with accurate billing statements in a
Prepares billing adjustments and submits adjustment requests to
Manager of Member Service for approval, in accordance with policy.
Adheres to all credit and collection policies and procedures.
the collection process including member notifications for past due
accounts by mail and phone.
Prepare, for approval by Manager of
Member Services, cutoff service orders for unpaid accounts.
Prepares logs of credit and collection field work for distribution to
Educates members about low income and emergency payment
assistance options available.
Determines whether or not to grant
extensions of credit, accept partial payments, or arrange payment plans
in accordance with cooperative policy.
Analyzed department's training needs and developed new training programs based on the analysis.
Communicated with public social and welfare agencies to obtain and provide information.
03/2006 to 09/2010
Member SpecialistMissoula Electric Cooperative － Missoula, MT
Greeted persons visiting the Cooperative building and received
incoming phone calls.
Determined the information or service being requested and directs the
person to the appropriate employee/department or takes messages as
needed to promote the Cooperatives goal of service excellence.
Managed a large volume of incoming calls using a multi-line phone
Signed up new Members of the Cooperative, and explained the
Cooperative philosophy and programs, capital credits and billing
Initiated service orders for new services, connects and final reads as well
as other miscellaneous orders.
Responsible for determining the need for requesting and collecting
security deposits using Cooperative policies and procedures.
Responsible for processing Members payments by inputting payment
into computer system or by processing computerized scanned check
batches for remote check deposit and payment remittance.
Maintained address changes, field service and maintenance requests,
and files documents per Cooperative policies and procedures.
Prepared numerous documents such as service orders, address changes,
monthly membership lists, etc.
Assisted Members with routine billing issues and made adjustments on
Exercised conflict resolution with Members who have past due account
Daily balancing of cash and checks handled to include preparation of
Coordinates daily mailing activities of all departments.
Prepared, scanned, indexed and reviews documentation for electronic
document imaging of consumer files
Special projects large amounts of data entry, placed phone calls to large
number of Members, prepared mailings for large number of Members
Preserved confidentiality of Member personal and account information.
02/2003 to 09/2005
Legal Clerk/Office Assistant
Collection Professionals - Missoula, MT
Forwarded information by receiving and distributing communications
Collected and mailed correspondence; copied information.
Maintained supplies by checking stock to determine inventory levels;
anticipated requirements; placed and expedited orders; verified receipt;
stocked items; delivered supplies to work stations
Maintained equipment by completing preventive maintenance; calling
for repairs Verified that information in the computer system was
up-to-date and accurate.
Creating customer satisfaction.
Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials.
Photocopied all correspondence, documents and other printed materials.
Maintained the master calendar for client appointments and court appearances.
Composed and revised legal documents, including letters, depositions and court documents.
Processed summonses, subpoenas and complaints.
Acted as liaison between clients, vendors and attorneys.
Met with clients and other legal professionals to discuss case details.
Education and Training
High School Diploma: GeneralDrummond High School － Drummond, MT, USAGeneral