Andrea Dunn

Ability to diagnose and resolve complex billing issues. Respond to internal and external customer requests within alotted time . Investigate meter records for any apparent reading errors,calculate consumptions,compute charges,post reads and create statements . Work closely with other departments as needed . Effective time management to complete tasks .

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Educated customers about billing, payment processing and support policies and procedures.
• Met customer call guidelines for service levels, handle time and productivity.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Drafted professional documents such as memos, letters, and reports on behalf of the General Manager with keen attention to detail.
• Contributed to effective team management by maintaining open lines of communication with staff members across departments.
• Handled confidential information with discretion, protecting sensitive company data from unauthorized access.
• Assisted in the preparation of presentations, ensuring high-quality visuals and clear communication of key points.
• Maintained a well-organized filing system for easy document retrieval and improved office workflow.
• Supported the General Manager in decision-making by providing accurate data, research, and reports.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Transcribed phone messages and relayed to appropriate personnel.
• Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.