Customer Service Rep/ 30 years Experience
Polished, professional customer service rep offering:
Thirty years of experience providing customer support in all areas of customer, call center environments and in person environments for a public utility employer.
An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship/partnership-building skills—listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve best outcome.
Customer Service Representative
April 1979- October 1999, Water/Sewer Business Administration, Jackson, Ms
Handle customer inquires, complaints, billing questions and payment extension/service requests, calm angry callers, repair trust, locate resource for problem resolution and design best-options and solutions. Interface daily with internal partners in account, field services, new business, operations and consumers affairs divisions.
Customer service Utilities Section Supervisor
Sept. 2004, Water/Sewer Business Administration, Jackson, Ms
Assisted the immediate supervisor with assigned units within the department. Assigned and reviewed work of staff responsible for assisting customers by telephone and in person interactions.
October 2004- Utilities Service Supervisor, Water/Sewer Business Administration
Supervised an assigned unit within the Water/Sewer Business Administration to include customer service department, Account Service-call center, and application/transfer. Provided fiscal activities and other related technical related tasks of responsibility. Planned prioritized, assigned, and reviewed work of staff responsible for billing, collections, account service call center and walk in customers.
Certificate of Achievement for Business Telephone Etiquette
Certificate of Achievement for Customer Service Training
Certificate of Supervisor Customer Service Training
Jackson State University -Jackson State Computer Training Center Division of Continuing Education: Completed Beginners Word Perfect
Brinkley High School: 1969
City of Jackson Customer Service Training Class: 4/1996/ 9/2000- Jackson, Ms
Completed Five 4-hours modules of customer service training: Topics included how to:
Greet transfer and hold calls
Build rapport, listen, clarify and manage conversation flow
Manage upset customers, conflicts and challenging situations
Deliver outstand service, exceed expectations and build long term loyalty
Word in teams and in a self-directed environment
City of Jackson Supervisor Training Action Studies; 11/ 2004 / 3/2005 includes:
Employees performance evaluations
Codes and regulations
Listen skills, and Analytical skills studies
Supervisor Advanced Training-Water/Sewer Business