ANNETTE TOWNSEND
Memphis,TN
Summary
In-depth knowledge of Customer and Community Services job functions as well as Customer Information System. Proficient skills in computer software related to the job. Advanced understanding of MLGW policies and procedures. Outgoing, positive demeanor and proven skills in establishing rapport with internal and external customers. Motivated to maintaining customer satisfaction and contributing to company success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
CREDIT COUNSELOR, CUSTOMER AND COMMUNITY SERVICES
MEMPHIS LIGHT, GAS AND WATER
MEMPHIS, TN
07.2015 - Current
- Perform face to face customer service at Community Office
- Manage wide variety of customer service and administrative tasks to assist customers quickly and efficiently
- Investigate and resolve customer inquiries and complaints in timely and empathetic manner
- Effective liaison between customers and internal departments
- Provide information to internal departments to assist with investigations and customer escalations
- Adhere to confidentiality requirements at all times
- Work-out-of-Class (W.O.C.) as Section Supervisor when required
SERVICE ADVISOR, RESIDENTIAL CUSTOMER CARE
MEMPHIS LIGHT, GAS AND WATER
Memphis, TN
03.2012 - 06.2015
- Provided succinct answers to customers' requests by telephone, web or email in busy call center environment
- Analyzed accounts and provided resolution or referred to proper department
- Met all customer performance metrics including service level, handle time and productivity with minimal errors
- Remained professional and patient when addressing negative customer feedback.
SECRETARY, LABOR AND EMPLOYEE RELATIONS
MEMPHIS, LIGHT GAS AND WATER
MEMPHIS, TN
03.2011 - 03.2012
- Answered multi-line phone system and greeted callers enthusiastically.
- Scheduled appointments and prepared necessary documents for grievances, mediations and arbitrations.
- Recorded expenses and maintained accounting records for supplies, training and travel.
- Entered data and timekeeping into ORACLE system and updated customer contacts with information to keep records current.
- Implemented new filling system for department.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to department .
- Worked-out-of-Class as Executive Assistant for Vice President of Human Resources
Education
Bachelor of Science - Business Administration, Management
Western Governors University
SALT LAKE CTY, UT08.2023
Skills
- Excellent communication skills
- Critical thinker
- Works well under pressure
- Resourceful
Accomplishments
- Worked-out of Class as Section Supervisor/Trainer for part time employees and retirees July-October 2020
- Union Steward for IBEW Local 1288
- Member of Overtime Policy Committee for Credit Department
- Member of Qless testing team
- Member of Customer Service Interface teams
- Created spreadsheet for customer survey cards used by Community Offices
- Assisted with revising Credit training manual
Certification
Notary Public
Timeline
CREDIT COUNSELOR, CUSTOMER AND COMMUNITY SERVICES
MEMPHIS LIGHT, GAS AND WATER
07.2015 - Current
SERVICE ADVISOR, RESIDENTIAL CUSTOMER CARE
MEMPHIS LIGHT, GAS AND WATER
03.2012 - 06.2015
SECRETARY, LABOR AND EMPLOYEE RELATIONS
MEMPHIS, LIGHT GAS AND WATER
03.2011 - 03.2012
Bachelor of Science - Business Administration, Management
Western Governors University
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