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Sr. Customer Support and Market Relations Resume Example

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SR. CUSTOMER SUPPORT AND MARKET RELATIONS
Summary

To acquire a position in which my customer service, sales, operations, transaction management, marketing, credit/collections and bilingual skills can be utilized to create a successful work environment in a customer-oriented, fast-paced performance driven business. Dedicated to exceed the expectations of customers. Committed to exceeding business expectations sales and deadline goals. Customer Service ADVOCATE with over 13 years of call center experience. Self-motivated, dependable and ability to grasp and respond to customers' needs and concerns.Skilled at learning new concepts quickly, multi -task oriented, work well under pressure and solid team player who offers a positive and cooperative attitude.

Highlights
  • Cheerful and energetic
  • Resolution-oriented
  • Dependable and reliable
  • Invoice processing
  • Fluent in Spanish
  • Excellent Communication Skills
  • High customer service standards
  • Service solutions expert
  • Customer Relationship
  • Perfect attendance record
  • Approachable
  • Flexible
Experience
Sr. Customer Support and Market Relations
November 2014 to January 2015Company Name - City, State
  • Resolve highly complex issues concerning residential and small commercial customer accounts.
  • Strong analytical skills to review data, analyze information, diagnose a resolution and perform all system and/or market corrections.
  • Texas Set market transactions, complex billing transactions, enrollment process analysis, customer contact records, and multiple back office segments.
  • Execute complex resolution paths that require various skills currently exhibited in organizations such as Enrollment Transaction Management, Billing, Credit, Disputed Bills, Issue Resolution Desk and the Public Utility Commission Team.
  • This includes the processing of failed Intermediate Documents (IDOCs) applying credits/debits as necessary, generating corrected invoices and providing explanation of customer billing and issue resolution.
  • Interaction with market entities such as ERCOT, Transmission & Distribution Service Providers (TDSP) and other REPs in efforts to fully research, diagnose and resolve customer issues.
  • Responsible for the complete internal and external (market) resolution of all issues assigned.
  • Initiate transaction based requests with the aforementioned market entities to aid in the completion of the issue resolution process.
  • Responsible for monitoring the accurate completion of EDI Transactions from REP through ERCOT to the TDSP.
  • Extensive research and review of accounts to determine the origin of customer issues identified, which includes enrollments, move-ins, periodic reads, move-outs, switches, metering issues, etc.
  • Interact with customers who are typically more difficult to satisfy.
  • Able to diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer's issues will be resolved quickly and accurately.
  • Ability to work with escalation teams (Revenue Billing, Test Director and MarketTrak) in order to centralize transaction related communications with external parties.
  • Interfaced with a wide variety of teams and departments in a diplomatic manner in an effort to resolve customer issues.
  • Review and understand customer's payment and consumption usage history in order to calculate adjustments to process invoices and/or render corrected invoices to customers.
  • Document the issue classification and error origination in order to aid in the tracking of issue trends.
  • This data is vital for the training of other employees and trending analysis for future issues expectations.
Customer Issue Management and Support
February 2011 to November 2014Company Name - City, State
  • Responsible for completing all on line accounts enrollment requests before deadline.
  • Research return mail pieces daily and update company records to ensure accuracy on all outbound mail.
  • Contact customers to inform them of issues impeding their move incompletion.
  • Handle OSO (Other Service Order) requests from various internal departments.
  • Work in conjunction with Centerpoint Energy to verify order completion.
  • Complete and verify all Home Energy Review letters to be mail to customer on a monthly basis.
Credit Analyst
February 2008 to March 2011Company Name - City, State
  • Skipped trace to locate customers and collect all past due balances.
  • Received both English and Spanish calls from customers disputing balances that have gone or in the process to go to collections.
  • Responsible for retrieving and listening to disputed enrollment calls with the ability of full access to Lexis Nexus and possibly place customer on disputed address,either by their social security or driver license.
  • Completing and or denying over 50 enrollments daily holding for identification and or Deed/Lease after thoroughly researching account.
  • Processed Deposit Waiver options.
  • Occasionally met with face to face walk in customers to discuss their account issues.
  • Create repayment schedule based on customers financial situation.
  • Persuade customer diligently to pay past due amounts.
First Call Marketing Resolution Agent
January 2004 to February 2008Company Name - City, State
  • Issue all enrollments, offer, and complete payments options.
  • Handled escalated, time sensitive situations through to resolution.
  • Work face to face as an Energy Advisor at multiple events promoting and offering Reliant services as well as answering customer's questions and concerns.
  • Responsible for the development and coaching of our new hires.
  • Offer, explain and completed enrollments agreements to new customers on marketing events.
  • Assist our English and Spanish speaking customers that have been dropped to Reliant with all inquiries regarding their account and payment options.
Customer Service Representative
February 2002 to February 2004Company Name - City, State

• Started with Reliant Energy during deregulation period.Helped provide feedback on improvements in our call center.

• Assisted callers in the ERCOT market with new enrollments and existing customer account inquiries

• Met my daily and monthly calls per hour as well as my quality assurance grades.

• Was chosen to work from home base on my outstanding customer service and perfect attendance.

Reservation Agent
April 2001 to February 2002Company Name - City, State

• Booked and confirmed flights for customers on a daily basis.

• Maintain monthly quota.

• Provided customers with flight information.

• Upsell customers on rental cars from our affiliated Avis and Hertz.

Education
High School Diploma : Diploma, 1997Aldine High School - City, State, USA
BusinessNorth Harris College - City, State, USA

1997-1998

Skills

Analytical skills, Billing, Call Center, Coaching, Credit, Customer Service, EDI, Ercot, Process invoices, Letters, LexisNexus, Verient, Marketing, Up selling, Process Analysis, Quality Assurance, Researching, Bilingual, Switches,Transmission and Distribution.

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Resume Overview

School Attended

  • Aldine High School
  • North Harris College

Job Titles Held:

  • Sr. Customer Support and Market Relations
  • Customer Issue Management and Support
  • Credit Analyst
  • First Call Marketing Resolution Agent
  • Customer Service Representative
  • Reservation Agent

Degrees

  • High School Diploma : Diploma , 1997
    Business

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