Angela Gibson
Summary
Adept at conflict resolution and customer relationship management, I significantly enhanced loyalty and satisfaction at UGI Utilities Inc. Leveraging skills in CRM software and active listening, I efficiently resolved disputes, boosting repeat business. My expertise in data entry and problem-solving abilities contributed to streamlining operations and improving service quality.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
UGI Utilities Inc
04.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Meter Reader/ Collector
UGI Utilities Inc
11.2017 - 04.2022
- 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.
- Attended safety meetings and took part in safety awareness trainings and programs.
- Enhanced overall efficiency by utilizing handheld devices for quick data entry during site visits.
- 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.
- Assisted in training new hires, sharing best practices for accurate and efficient meter reading processes.
- Checked for leaks or damage to identify and report potential issues affecting service quality or billing accuracy.
- Educated customers to provide information on energy conservation techniques.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
Meter Reader
Met Ed
01.2014 - 04.2017
- 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.
- Collaborated with team members to troubleshoot complex issues related to meters and data discrepancies.
- Checked accuracy of meters against previous data and kept detailed reports of inconsistencies.
- Attended safety meetings and took part in safety awareness trainings and programs.
- Performed regular maintenance checks on meters, ensuring accurate readings and early identification of potential issues.
- Enhanced overall efficiency by utilizing handheld devices for quick data entry during site visits.
- Increased consumer satisfaction by addressing inquiries about meter readings and providing clear explanations.
Education
High School Diploma -
Conrad Weiser Sr High School
Robesonia, PA06.1994
High School Diploma -
Berk Career And Technology Center West
Leesport, PA06.1994
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Data Entry
- Call center experience
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Payment Processing
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Appointment Scheduling
- Documentation
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Technical Support
- Research
- CRM Software
- SAP
- Outlook
- Teams
- Skylight
- Proscheduler
- Word
- OMS
- ECC
Certification
I carry a CDL Class B License
Making great memories with my family, enjoying everyday
I am the mother of three amazing kids and a granddaughter born this year and a grandson on the way. I am a widow as of January of this year and I've learned to live everyday as if it is the last. Enjoy everyday even the tough ones. I have 3 BIG dogs that keep me busy and i live on 500 acres of farmland. I have a very peaceful place to live. I enjoy the beach and the mountains, I've always been a tomboy. I love challenges and learning how to do new things.
Timeline
Customer Service Representative
UGI Utilities Inc
04.2022 - Current
Meter Reader/ Collector
UGI Utilities Inc
11.2017 - 04.2022
Meter Reader
Met Ed
01.2014 - 04.2017
High School Diploma -
Conrad Weiser Sr High School
High School Diploma -
Berk Career And Technology Center West