Highly motivated and meticulous Service Representative with over 10 years of customer service experience. Ability to handle pressure and maintain composure in stressful situations while effectively communicating and delivering results. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
Ability to train and motivate fellow employees
Creative problem solver
Exceptional communication skills
Develop job aides/procedures for training of fellow employees
Strong Organizational Skills
Ability to plan and think ahead
Self-motivated and ability to work well with a team
Service Rep A, 05/2016 to Current National Grid – Liverpool, NY
Connect single phase electric meters/ Disconnect electric meters including three phase.
Perform field collections; process field payments, update account and meter data.
Conduct customer interviews for field collections, updating account information, and various health impairment inspections.
Evaluate conditions encountered on customers' premises and comply with safety practices and make decisions in conformance with applicable safety and training procedures.
Removal of meters for Replevin.
Completion of various meter reading routes and meter investigations.
Standby for emergency orders and down wires.
Sr. Customer Service Rep I, 01/2014 to 05/2016 National Grid – Syracuse, NY
Developed various training guides and procedures for Refund handling, Interest Calculations, AMR OPT OUT, and miscellaneous credits and debit adjustments
Assess miscellaneous adjustments (credits/debits) that comply with regulatory/collections practices
Perform audits of various accounts and accounting adjustments
Analysis of commercial and industrial accounts (Commercial and Industrial Demand Billing)
Train fellow and mentor junior employees
Handling of incoming surety bonds/letter of credits/ processing claims form surety bonds and letter of credit
Assess commercial/residential deposits and refund review.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Monitored participant workflow and behaviors throughout the training process.
Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
Customer Service Representative II, 06/2012 to 01/2014 National Grid – Syracuse, NY
Processing bankruptcies/contacting attorneys and trustees Complying with bankruptcy laws/ automatic stay
Processing service orders Supplier changes (ESCO)
Collection agency reports and deposit maintenance
Providing critical assistance to other departments during situation crisis'.
Customer Service Representative, 05/2010 to 06/2012 National Grid – Syracuse, NY
Emergency service orders/ Contractor ESR
New service/ Field Orders Trouble Reports.
Effectively managed a high-volume of inbound customer calls.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
Asked open-ended questions to assess customer needs.
Customer Service Rep, 03/2005 to 02/2010 Liverpool Associates – Liverpool, NY
Calculated quotes and educated potential clients on insurance options.
Calculated premiums and established payment methods for sales.
Identified and solicited sales prospects in agency databases.
Evaluated leads obtained through direct referrals, lead databases and cold calling.
Evaluated the accuracy and quality of data entered into the agency management system.
Followed up with customers on unresolved issues.
Reported policy changes and company conditions affecting customer satisfaction.
Associate of Applied Science: Electrical Engineering Tech, Current Onondaga Community College - Syracuse, NY Electrical Engineering Nursing
Associates: Math & Science, Onondaga Community College - Syracuse, NY
Math & Science
Member of Dean's List Club
Member of IAABO CNY Board 38 High school boys and Men's basketball referee, Recreational basketball, volunteering for local rec leagues and clinics as an instructor and coach for co-ed children's basketball.
Interests former Local 97C union steward, former volunteer for National Grid's Safety & Wellness Committee, former member Workplace Community Development Committee(National Grid)