Alexander Gruber
AEP Energy
Kettering,Ohio
10
years of professional experience
Detail-oriented Sales Support and Customer Service professional with 10+ years of customer service experience, 8+ years of utility billing experience, and Energy sector experience. hands-on experience supporting energy sales operations. Skilled in generating customer-focused quotes, coordinating sales documentation, providing administrative and technical sales support, and managing multiple projects under tight deadlines. Proficient in SAP IS-U, Salesforce, Microsoft D365, CRM, and ERP systems, with strong expertise in data analysis, billing, auditing, problem resolution, and cross-functional collaboration. Proven ability to support sales teams, improve customer satisfaction, ensure accuracy, and deliver efficient operational support.
Work History
Energy Sales Support Specialist
1 Year 6 Months- Generated accurate quotes tailored to customer needs.
- Collaborated with international sales teams to process documentation and logistics.
- Supported sales in achieving monthly/quarterly targets by providing administrative and technical assistance.
- Managed multiple projects under strict deadlines.
- Delivered administrative support across sales operations.
Customer Billing Auditor / SAP IS-U Super User
4 Years 1 Month- Resolved billing kickouts via SAP BDEX Work Center.
- Conducted user acceptance testing (UAT) for new system functionality.
- Trained and assisted end users on system and process capabilities.
- Resolved complex billing errors promptly to minimize customer impact.
- Audited customer accounts to identify and correct inaccuracies.
- Performed reconciliations between accounts receivable and general ledger.
- Partnered with internal departments to resolve billing disputes.
Customer Service Representative
2 Years 7 Months- Assisted residential and business customers with billing, service requests, and outages.
- Delivered first call resolution while meeting AHT performance metrics.
- Handled escalations with professionalism and accuracy.
- Processed payment arrangements and account updates.
Team Lead
1 Year 5 Months- Supervised customer service representatives, providing de-escalation and supervisor callbacks.
- Approved credits/refunds while ensuring company policy compliance.
- Trained new hires in call handling and escalation processes.
Customer Service Representative
4 Months- Handled e-commerce customer support, including orders, tracking, and returns.
- Assisted with online account troubleshooting and product inquiries.
- Ensured timely resolution of customer complaints through email, chat, and phone.
Education
- Computer Information Systems
High School Diploma
Skills
Remote Work & Team Collaboration
Problem Solving & Time Management
Process Improvement
Customer Service & First Call Resolution
Data Entry & Data Analysis
Salesforce
Microsoft D365
CRM
ERP
SAP IS-U & BDEX Work Center
Remote Work & Team Collaboration
Key Qualifications
- 10+ years of Customer Service
- 7+ years of Utility Billing Experience
- 6+ years of Remote Work Experience
- Proficiency with Microsoft Office (Excel, Word, Outlook, PowerPoint)
- Strong communication and problem-solving skills
Timeline
Energy Sales Support Specialist
AEP Energy
02.2025 - CurrentRead More
Customer Billing Auditor / SAP IS-U Super User
AES Ohio / Dayton Power & Light
10.2020 - 11.2024Read More
Customer Service Representative
AES Ohio / Dayton Power & Light
03.2018 - 10.2020Read More
Team Lead
Tradeglobal Inc
10.2016 - 03.2018Read More
Customer Service Representative
Tradeglobal Inc
06.2016 - 10.2016Read More
Miami Valley Career Tech
High School Diploma
Read More
Sinclair Community College
from Computer Information Systems
Read More