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team lead revenue services resume example with 7+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Well versed in electrical and natural gas aspects of the company with over 7 years experience combined. Showcased high performance levels yearly, exceeding accuracy scores over 97% within both industries. Oversaw gas meter test adjustments to help recover roughly $500,000 in lost revenue within a 3 year span. Seek to utilize thoroughness, attention to detail, and quick learning ability to grow in other areas within company.

Skills
  • Quality control
  • Experience in leadership
  • Multitasking
  • Issue resolution
  • Excel
  • Communication
  • Quantitative skills
  • Analytical research
  • Reliable
  • LexisNexis
Education and Training
Strayer University Greensboro, NC Expected in 03/2014 Associate of Arts (A.A : Business Administration - GPA :

GPA: 3.9

Experience
Duke Energy Corporation - Team Lead Revenue Services
Debary, FL, 09/2020 - Current
  • Maintaining a work productivity range of 123% to 164%.
  • Sharing knowledge and expertise as a Subject Matter Expert to aid in team growth.
  • Directing billing process improvements such as Crossed Meter Letters to better explain crossed meter adjustments.
  • Creating a rapport with team members to build trust and accountabililty.
  • Completing daily quality assurance duties to form new coaching opportunities.
  • Resolving escalated calls from customers to balance customer and business needs.
  • Sharing issues, concerns, and actions needed with supervisor to assist in behavioral-based coaching.
Bd (Becton, Dickinson And Company) - Senior Revenue Services Specialist
Charlotte, NC, 01/2020 - 09/2020
  • Attained status as top performer in billing accuracy.
  • Provided team support to assist with complex billings.
  • Assisted with training new hires.
  • Maintained daily execution of analytical research, service order follow ups, and billing corrections.
  • Supported other work groups with diagnosing and resolving specific billing concerns.
  • Oversaw backlog of non-registering meter accounts to help Theft Prevention collect lost revenue.
Big Lots - Revenue Services Specialist II
Lockport, IL, 06/2018 - 01/2020
  • Produced calculations for non-registering meter adjustments that accounted for over $400,000.
  • Oversaw Sox Control reports as a primary work function.
  • Investigated service orders to ensure billing accuracy.
  • Reached accuracy score no less than 98% annually.
Duke Energy - Senior Customer Care Specialist Energy Protection
City, STATE, 01/2017 - 06/2018
  • Utilized LexisNexis proficiently to determine energy theft responsibility.
  • Monitored back billing of unauthorized electric usage for residential and non-residential customers.
  • Developed a rapport with apartment managers, landlords, and homeowners to ensure they were aware of legal liabilities associated with tampering Duke Energy meters.
  • Executed calculations to regain lost revenue due to energy theft.
  • Verified service agreement processes as required by the Regional Utilities and Public Service Commissions.
Duke Energy - Customer Care Specialist II
City, STATE, 12/2016 - 01/2017
  • Maintained quality score above 97% through consistent first-call resolutions.
  • Coached team members how to de-escalate angry customers while working the Resource Line.
  • Documented customer correspondence in CBIS to track requests, problems, and solutions.
  • Performed work floor support to direct team members with call handling.
Duke Energy - Team Lead Developmental
City, STATE, 05/2016 - 12/2016
  • Partnered with supervisor to boost team performance at or above incentive levels.
  • Demonstrated content knowledge as a subject matter expert to train new hires.
  • Collaborated with management team to implement new work procedures and policies.
  • Delegated daily tasks to team members to optimize group productivity.
Duke Energy - Customer Care Specialist
City, STATE, 06/2015 - 05/2016
  • Fielded inbound customer inquiries for base call group.
  • Documented and updated account records.
  • Advised customers accurately to achieve first call resolutions.
  • Utilized resource tools to analyze data for complex issues.
Awards
  • Earned Quarterly Incentive Award 2017 Duke Energy(Met or exceeded the required metrics for Attendance, Adherence, Duke Connections, Customer Satisfaction, and First Call Resolution to receive max incentive payout).
  • Earned Quarterly Incentive Award 2016 Duke Energy(Met or exceeded the required metrics for Attendance, Adherence, Duke Connections, Customer Satisfaction, and First Call Resolution to receive max incentive payout).
  • Phone Pro Champion 2016 Duke Energy(Overall top performer in quality and first call resolutions for the David Taylor call center).
Accomplishments
  • 2022 Streamlined Crossed Meter Letters for adjusted bills due to crossed meters-Piedmont Natural Gas
  • 2022 Integrated trackers to record work productivity for read-error accounts and team assistance-Piedmont Natural Gas
  • 2018-2020 Quality Assurance score of 97% or higher-Piedmont Natural Gas
  • 2017 Certificate of Participation CCO Spring Fashion Show-Duke Energy
  • 2013 Joined National Society of Collegiate Scholars-Strayer University
  • 2013 Achieved President's List-Strayer University
  • 2012 Achieved Honor's List-Strayer University
Activities and Honors
  • Advocates for African Americans (Aᶟ)
  • Latinos Energizing Diversity (L.E.D.)
  • New to Duke Energy (N2D)
  • National Society of Collegiate Scholars

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Resume Overview

School Attended

  • Strayer University

Job Titles Held:

  • Team Lead Revenue Services
  • Senior Revenue Services Specialist
  • Revenue Services Specialist II
  • Senior Customer Care Specialist Energy Protection
  • Customer Care Specialist II
  • Team Lead Developmental
  • Customer Care Specialist

Degrees

  • Associate of Arts (A.A

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