Customer Service Senior Remote Representative at PSEG Long Island (2022-09 – Present)
High volume, fast paced, inbound call center.
- Assisted Residential and Commercial electric service customers concerning accounts for processing: New service/Cancellation requests, explained bills, rates, available assistance programs, services, procedures, and positively communicated and upheld corporate policies.
- Took payments/meter readings, negotiated payment arrangements, etc. with the highest degree of courtesy and professionalism focusing on one call resolutions. Was able to use web-based computer tools to analyze customer accounts, bills, usage, also but not limited to manual service reconnections, and customer self-service tool web assistance.
- Maintained a 92% - 95% Satisfactory record with AHT, QA, WFM, Accuracy, and Scorecards.
Assistant Project Manager at Comcell Construction Corp (2021-08 – 2022-03)
- Communicated with supervisors, owners, contractors, vendors, and other stakeholders to discuss on-site issues in real time regarding work procedures, community concerns, or construction progress, photographed and logged milestones throughout all phases of construction projects.
- Tracked milestones during all phases of construction projects across Suffolk County for T-Mobile Communications and maintained a SCWA Water Tower access card.
- Took action to notify stakeholders of delays, on-site needs regarding equipment, radio frequencies, upload or download speeds, medical emergencies, bad weather, community concerns, power levels, equipment failures, etc Supervised the installation of all new cabinets, IXRE's, Routers, Power Upgrades, platform construction and Battery packs for 5g upgrades.
Senior 1st Class Sales Representative at Infinite Energy Inc (2012-08 – 2019-08)
Answered inbound and outbound calls in a high volume, high paced call center that offered Natural Gas and Electric contracted rates, with focused attention in Georgia, Texas, and New York markets.
- Maintained 100% schedule adherence. 100% Accuracy, 98% call quality, 96% customer retention rate.
- Collaborated with colleagues to exchange information, such as selling strategies or marketing information.
- Provided customers a friendly and professional service while negotiating prices and terms of sales or service agreements.
- Assisted with training new hires and troubleshooting customer programs/software.
