B3lla Bo0

Dedicated bilingual Customer Service Representative with 22 years of experience serving the public in a municipal government environment. Extensive expertise in utility customer service, account management, payment processing, high-volume inbound call center operations, DataVoice call management software, power outage reporting, bilingual Spanish interpretation, and resolving complex customer concerns. Known for providing exceptional customer service while maintaining professionalism, accuracy, and efficiency in fast-paced environments.

Proficient in multiple utility management and customer service software platforms with a strong commitment to serving diverse communities.

Customer Service Representative at City of High Point (2003-04 – 2026-06)

• Managed a high volume of inbound customer calls using the DataVoice call management system while consistently providing outstanding customer service.
• Assisted customers with electric, water, sewer, and utility accounts, including billing inquiries, service requests, and payment processing.
• Responded to reports of power outages by verifying outage information, documenting incidents, and coordinating with utility personnel to provide restoration updates.
• Created new utility accounts and processed account transfers and service disconnects accurately and efficiently.
• Performed extensive data entry and maintained accurate customer account information across multiple utility software systems.
• Processed customer payments while ensuring compliance with City financial policies and procedures.
• Served as the designated bilingual Spanish representative, providing interpretation and translation services for Spanish-speaking customers across multiple City departments.
• Assisted customers with online account access, customer portals, and payment systems.
• Routed customer inquiries to appropriate departments, including inspections, permits, housing complaints, and other municipal services.
• Educated residents on utility services, billing procedures, payment options, and available city resources.
• Collaborated with internal departments to resolve customer issues while maintaining professionalism, empathy, and accuracy.
• Maintained strict confidentiality of customer information while consistently meeting quality and productivity goals in a fast-paced call center environment.

High School Diploma – Bulkeley High School (1993 – 1997)

College Coursework – Capital Community Technical College