MicKayla Biehle
Customer support professional with 5+ years of experience providing high-volume email, live chat, and phone support in the energy industry. Strong background in billing, payments, account management, and upselling, with proven ability to communicate clearly and maintain customer satisfaction in remote environments.
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About
Customer support professional with 5+ years of experience providing high-volume email, live chat, and phone support in the energy industry. Strong background in billing, payments, account management, and upselling, with proven ability to communicate clearly and maintain customer satisfaction in remote environments.
Experience
Email / Chat Specialist at NRG Energy Inc. (2023-02 – Present)
Resolve high-volume customer inquiries via email and live chat related to billing, payments, and service changes for commercial and residential locations using natural gas and electric services
- Resolve high-volume customer inquiries via email and live chat related to billing, payments, and service changes for commercial and residential locations using natural gas and electric services
- Manage concurrent live chat sessions for multiple customers while drafting high quality email responses to resolve complex inquiries
- Maintain quality, response time, and accuracy metrics while working remotely
- Craft empathetic written communication to support customer satisfaction and retention
- Assess areas of opportunity to enhance procedures and workflows
Email / Chat Specialist at Riverway / XOOM Energy (2022-02 – 2023-02)
Delivered real-time email and chat support for customer billing and payment issues for commercial and residential locations using natural gas and electric services
- Delivered real-time email and chat support for customer billing and payment issues for commercial and residential locations using natural gas and electric services
- Escalated complex concerns while maintaining customer trust and professionalism
Customer Service Representative at Riverway / XOOM Energy (2019-10 – 2022-02)
Handled inbound calls related to billing, payments, and account inquiries for commercial and residential locations using natural gas and electric services
- Handled inbound calls related to billing, payments, and account inquiries for commercial and residential locations using natural gas and electric services
- Provided energy-saving solutions and promoted service contracts in tiers to provide customers with options
Assistant Manager / Lead at Cefco (2018-07 – 2019-10)
Managed daily store operations, reports, deposits, and inventory
- Managed daily store operations, reports, deposits, and inventory
- Supervised and trained employees to ensure consistent customer service
Education
High School Diploma – Snook Secondary
