Motivated and friendly associate with a flexible schedule and desire to work hard to meet expectations. Dependable and punctual with a willingness to learn new things. Work collaboratively with team members and provide excellent customer service.
Overview
20
20
years of professional experience
Work History
Mission Control Specialist
MidAmerican Energy
01.2023 - Current
Customer Service through phone calls, chat and emails
Research and provide customers information on assistance programs and rebates
Billing and payment processing
Enter service orders for the field
Assist the field with getting more information to complete orders
Manage outages to get more coverage or information to restore customers' electric quickly and efficiently
Data entry processing online orders from customers
Assist the call center with additional information
Point of contact for Supervisors to keep them aware of customer service coverage needs
Manage company social media outlets
Customer Experience Specialist
MidAmerican Energy
11.2020 - 01.2023
Provide support and assistance to call center employees
Billing and payment processing
Help customers through the chat function of our company website
Respond too and complete requests from customers via email
Review documentation such as Power of Attorney and update customers' accounts
Took on escalated, complex customer issues and developed creative solutions to restore loyalty
Web support to navigate, create accounts and technical assistance company website
Business Advantage Specialist
MidAmerican Energy
01.2018 - 11.2020
Customer Service for commercial and landlords by phone and email
Set up accounts for landlords to help manage their properties in our territory
Reach out to commercial property owners when a disconnect has been placed at the property to avoid interruption
Provide reports of open accounts so customers can view everything owed on their open accounts
Customer Experience Agent
MidAmerican Energy
03.2016 - 01.2018
Worked effectively under pressure and with demanding performance targets to handle as many calls as possible
Documented interactions in detail to keep records updated about customers' needs and implemented solutions
Used combined experience, research skills and communications expertise to maintain control of difficult calls
Educated customers about use and advantages of self-guided technical tools such as company website to eliminate excess customer service calls
Took on escalated, complex customer issues and developed creative solutions to restore loyalty
Customer Service Associate
Group O Packaging
10.2004 - 03.2016
Handled customer rushes during peak hours by adapting to fast-paced and high-pressure situations
Trained new associates on store programs and policies
Identified customers’ needs to suggest appropriate products and services and increase satisfaction
Answered incoming telephone calls and provided information regarding store hours, location, and policies
Resolved customer inquiries, complaints, and issues providing insightful solutions
Addressed customer concerns and provided timely resolution to mitigate complaints
Delivered knowledgeable and friendly service when answering customer questions regarding pricing and availability
Completed sales payments, refunds, and exchanges, and issued store credit
Upsold and cross-sold add-on purchases to increase sales
Recommended packing and shipping methods for return of merchandise or parts
Order entry and order management
Scheduling appointments for businesses while keeping in contact with customers to make sure appointment was successful
Multi-tasking while effectively applying time management skills to meet orders by the end of the business day
Managed reports by pulling the data and formatting it into an excel workbook
Worked with suppliers to make sure the orders are shipping to ensure on time delivery
Worked with suppliers to source materials for customers and get pricing secured
Follow up with other departments to make sure customers are receiving invoices on time and the pricing is accurate
Assisted Salesman with setting up new customer's, finding products and getting information from suppliers
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC