Alba Iglesias
Little River,SC
Summary
Accomplished Supervisor, highly motivated and results-oriented with extensive experience in customer service and account management. Demonstrated expertise in utilizing SAP to analyze customer account balances and proficiency in Salesforce for managing customer accounts. Committed to resolving customer inquiries with a strong focus on first-contact resolution, ensuring high levels of customer satisfaction. Skilled in collaborating with local union counsel to facilitate the peaceful adjustment of differences and adept at making tough decisions in challenging situations. Enthusiastic about learning new skills and enhancing knowledge to continuously improve service delivery and operational efficiency.
Overview
23
23
years of professional experience
Work History
Senior Supervisor
PSE&G
03.2002 - 01.2022
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Resolved conflicts proactively by facilitating open communication among team members and actively addressing underlying issues.
- Enhanced team productivity by implementing efficient workflow processes and providing consistent guidance.
- Provided feedback, training and skill development to staff to improve accuracy, productivity and quality.
- Maximized personal competency through continuous professional development.
- Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.
- Provided interpretation and guidance on procedural questions.
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Assessed problems and conflicts and resolved independently.
- Identified underperforming areas and implemented effective process improvements.
- Reduced employee turnover rates by fostering a positive work environment and addressing staff concerns promptly.
- Streamlined operations for improved efficiency, delegating tasks and setting clear performance expectations.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- · Measures KPI's like inbound calls, call waiting, and call abandonment. Assists with taking agents' calls if they can't handle the workload.
308T
PSE&G
08.2016 - 03.2020
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Call Center Representative
PSE&G
09.1999 - 08.2016
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Documented and detailed calls and complaints using call center's CRM database.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Detailed payment options and explained price, receipt and billing details to customers.
- Resolved customer complaints and addressed emergency requests and needs.
- Retained customers considering cancellation by understanding their concerns and offering alternative solutions tailored to their needs.
- Boosted caller satisfaction levels by effectively utilizing company resources, such as knowledge bases and support tools.
- Managed high-volume call flows while maintaining a professional demeanor and quick response times.
- Assisted supervisors in identifying areas of improvement within the call center environment to enhance overall team performance.
- Streamlined call center operations for increased efficiency through effective call routing and queue management.
- Improved first-call resolution rates with thorough issue investigation and clear communication to customers.
- Utilized strong problem-solving skills to handle complex cases that required additional research or escalation.
- Ensured accurate information delivery through careful verification of data during all customer interactions.
- Delivered exceptional service by actively listening to customer concerns, empathizing, and offering helpful solutions.
- Fostered positive relationships with colleagues across departments for seamless collaboration when handling escalated issues or transferring calls.
- Maintained composure and professionalism under pressure, successfully handling multiple calls simultaneously while addressing customer needs effectively.
Meter Reader
PSE&G
10.1998 - 09.1999
- Supported efficient route planning with thorough documentation of meter locations and access points.
- Maintained professional relationships with clients while performing on-site visits, fostering a positive company image.
- Checked accuracy of meters against previous data and kept detailed reports of inconsistencies.
- Performed regular maintenance checks on meters, ensuring accurate readings and early identification of potential issues.
- Upheld strict confidentiality standards when dealing with sensitive customer information such as addresses and account details.
- Answered questions regarding meter readings and deescalated situations regarding tickets or other information.
- Contributed to safety initiatives by promptly reporting damaged or malfunctioning meters for repair or replacement.
- Performed monthly meter tests to determine functionality and reliability.
Education
Associate of Arts - Business Administration
Spanish-American Institute
New York, NY05.1990
High School Diploma -
Carmen Castro Institute
Honduras05.1987
Skills
- Data Analysis
- Compliance understanding
- Staff Development
- Complex Problem-Solving
- Goal-Oriented
- Team Leadership
- Performance Tracking and Evaluation
- Managing Operations and Efficiency
- SAP and Salesforce experience
Languages
Spanish
Native or Bilingual
Timeline
308T
PSE&G
08.2016 - 03.2020
Senior Supervisor
PSE&G
03.2002 - 01.2022
Customer Call Center Representative
PSE&G
09.1999 - 08.2016
Meter Reader
PSE&G
10.1998 - 09.1999
Associate of Arts - Business Administration
Spanish-American Institute
High School Diploma -
Carmen Castro Institute