Anjali Pancholy

• Provided customers with critical information regarding their accounts by responding to phone calls or emails.
• Responsible for data entry corrections and validation to ensure utility accounts are accurate.
• Responsible for daily reports regarding data exceptions and usage details
• Work with various departments regarding electric and water meter issues that may arise.
• Process meter change outs on electric and water utility accounts.
• Processed service orders for people who move in and out of their homes.

• Accept and process payments (cash, check, money order, e-payment) from utility customers at walk-up counter or drive-through payment center locations.
• Enter all payments into cash drawer and record on payment system for individual accounts.
• Interact with customers or their agents in person, by phone, or in writing, to resolve problems and/or inquiries relating to utility bills, payments, payment options, donation programs, refunds, and sales tax exemptions.
• Research and process adjustments required for correction of payments and/or refunds due to over/under-payment or posting to wrong account.
• Review customer account information to determine required payment and generate service orders for reconnection of utility service when payment is received on disconnected account.
• Establish customers on bank draft (ACH) and PAID (utility assistance) program, process daily ACH payments, and prepare a monthly report detailing total number of draft payments and total income generated by ACH payments.
• Receive and process customer mail payments using CR-190 check scanner and visual recognition software. Open mail using letter extractor, separate into appropriate processing categories (single payment with bill stubs, multiple payment with single stub, multiple stub with single payment, missing stub), operate and load check scanner with appropriate settings for each payment batch, monitor, research, and resolve issues for payments which fail to process automatically. Reconcile all payment batches to ensure that amounts posted to customer accounts match amounts deposited to bank.
• Maintain purchasing records, including purchase orders, requisitions, etc., and purchase supplies and other required items.

• Trained and oriented new employees

• Handled customer complaints in a professional manner

• Learned to troubleshoot all cell phone related inquiries

• Assisted customers over the phone to resolve technical cell phone difficulties

• Entered client information and other types of data in to the computer

• Searched zip codes over the Internet

• Participated in improving customer service skills meetings

• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services, and company information.
• Participated in team meetings and training sessions to stay informed about product updates and changes.

• Helped customers complete purchases, locate items, and join reward programs.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
• Worked flexible schedule and extra shifts to meet business needs.
• Welcomed customers and helped determine their needs.
• Stocked, tagged and displayed merchandise as required.
• Answered questions about store policies and addressed customer concerns.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Tallied cash drawer at beginning and end of each work shift.
• Operated cash register to record transactions accurately and efficiently.
• Performed cash, card and check transactions to complete customer purchases.
• Handled cash with high accuracy and took care to check bills for fraud.
• Worked with floor team and managers to meet wide range of customer needs.
• Learned duties for various positions and provided backup at key times.