Andrea Nemback
Eastvale,CA
Summary
Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in Customer Service Operations.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
City Of Vernon
08.2004 - 11.2019
- Interacted with the public in person, over the telephone or by email while performing input retrieval of billing information into automated utility billing system and automated cashiering system. Interpreted or explained divisional polices, procedures, regulations, codes, utility bills and fees and current utility services to the public.
- Performed complex and difficult clerical duties including review of data entry, internal metering data, records keeping, cash control, drafting letters and file maintenance which requires extensive analysis and independent judgment beyond the scope of a Utilities Customer Representative.
- Provided guidance and direction to Utilities Customer Service Representatives with daily job performances and handled the more difficult customer/billing issues which included, net metering, multi-time of use meters.
- Prepared and reviewed daily and special reports as needed for customer service division operation.
- Provided information and assistance to customers, responded to basic and complex requests for information and resolved problems within the scope of authority; explained City policies and rate tariffs.
- Provided work direction and training to less experienced staff.
- Researched inquiries and analyzes records to correct billing discrepancies, made credit adjustments and refunds; maintained related accounts and provided improvement recommendations.
Education
High School Diploma -
South Gate Senior High School
South Gate, CA06.1997
Skills
- Performing work with accuracy and attention to detail
- Following and enforcing verbal and written instructions and procedures
- Exercising sound judgement and discretion in problem situations
- Dealing tactfully and courteously with the public
- Strong Analytical and Problem-Solving Skills
- Document and Records Management
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
City Of Vernon
08.2004 - 11.2019
High School Diploma -
South Gate Senior High School