Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Hi, I’m
April Caldwell
Arlington,TX
Summary
Overview
1
year of professional experience
Work History
Vistra EnergyIrving, TX
Issue Management Agent I
07.2022 - Current
Job overview
- Worked closely with other departments within the organization to improve service levels.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Made outbound calls to obtain account information.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved complex issues related to customer accounts in a timely manner.
- Managed multiple projects simultaneously while meeting tight deadlines.
- Responded promptly to inquiries from both internal and external customers.
- Investigated customer complaints regarding service management provided in a timely manner.
- Set up and activated customer accounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Eastern Hills High SchoolFort Worth, TX
High School Diploma
05.1984
University Overview
- Scho9larship Recipient
- Member of Who's who, 1884
- Participated in Math, Music, English 1880 to 1884
- Chorus Leader of show choir
Skills
- Relationship Building
- Team Building Leadership
- Employee Training Oversight
- Business Relationship Management
- Complex issues management
- Issue escalation
Accomplishments
Accomplishments
- Assisted in created highly effective new program that significantly impacted efficiency and improved operations.
- Improved delivery of customer satisfaction by sitting with analyst to, realizing overall increase in customer satisfaction and cost efficiency.
- Consistently maintained high customer satisfaction ratings.
- Created highly effective new program that significantly impacted efficiency and improved operations.
- Recognized as Employee of the This position supports Customer Care Representatives/Specialists in the acknowledgement, communication, investigation, negotiation, resolution, documentation, and reporting of consumer and small business service. The CIA will also identify product and service solutions that address customer issues and present the offering to the customer when appropriate. In the month oa April and May for outstanding performance and team contributions.
Additional Information
Additional Information
•Ability to work in a fast-paced professional environment.
•Ability to understand and comprehend market-related transactions; Texas Electric Market experience a plus.
•Ability to manage multiple priorities simultaneously.
•Ability to read, interpret, and apply policies, procedures and processes.
•Strong decision-making abilities and negotiating skills.
•Ability to positively and professionally interact with customers (internal & external) regularly.
•Ability to meet quality, service, and other performance metrics.
•Ability to analyze and resolve complex customer issues/cases.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Previous Work Experience
Previous Work Experience
TXU EXPERIENCE, Irving, TX
Business Account Specialist 02/2019-07/2023
· Process request by Property Management customers, via email to activate and deactivate residents and businesses.
· Process agreements and set up contracts: Continuing Service Agreement, Master List Agreement for property managers
· Resolve complex account issues and exceptions through BPEM cases
· Respond to inquiries, and investigate problems arising from other departments
· Follow all company, legal, and regulatory guidelines related to position
· Assist with testing initiatives as required
· Performed other duties as assigned
· Resolve account issues and exceptions
· Research data across multiple sources to determine and take appropriate action
· Answer a variety of inquiries and investigate problems or disputes arising from other departments
· Perform other duties as assigned
Dynegy/ Homefield Energy Customer Service Specialist 06/2018-02/2019
- Assisted with setting up new Municipal Aggregation programs in/out of state.
- Defined Municipal Aggregation program for the community and businesses.
- Maintained Excel spreadsheet after hours voicemail; returned calls to resolve.
Business/Residential Escalations Supervisor 01/2016 -06/2018
- Probed customer needs to determine the first contact resolution
- Maintain broad knowledge of products, pricing, promotions.
- Perform other duties as assigned
CFB Command Center Analyst Assistance 1/2015 - 12/2017
- Monitored workflow of business and produced reporting.
- Maintained schedules and administer the employee shift bid process.
Customer Service/Business Lead 8/2014 - 1/2016
- Assisted Business Customer Representatives.
- Resolved escalated calls for internal and external customers.
- Perform other duties as assigned
Small Business Customer Service Representative 01/2014-08/2014
- Serviced incoming calls to assist with small business accounts
- Processed payments and submitted request for new services
- Perform other duties as assigned
Quote
Every problem is a gift—without problems we would not grow.
Timeline
Issue Management Agent I
Vistra Energy
07.2022 - Current
Eastern Hills High School
High School Diploma
Previous Work Experience
Previous Work Experience
TXU EXPERIENCE, Irving, TX
Business Account Specialist 02/2019-07/2023
· Process request by Property Management customers, via email to activate and deactivate residents and businesses.
· Process agreements and set up contracts: Continuing Service Agreement, Master List Agreement for property managers
· Resolve complex account issues and exceptions through BPEM cases
· Respond to inquiries, and investigate problems arising from other departments
· Follow all company, legal, and regulatory guidelines related to position
· Assist with testing initiatives as required
· Performed other duties as assigned
· Resolve account issues and exceptions
· Research data across multiple sources to determine and take appropriate action
· Answer a variety of inquiries and investigate problems or disputes arising from other departments
· Perform other duties as assigned
Dynegy/ Homefield Energy Customer Service Specialist 06/2018-02/2019
- Assisted with setting up new Municipal Aggregation programs in/out of state.
- Defined Municipal Aggregation program for the community and businesses.
- Maintained Excel spreadsheet after hours voicemail; returned calls to resolve.
Business/Residential Escalations Supervisor 01/2016 -06/2018
- Probed customer needs to determine the first contact resolution
- Maintain broad knowledge of products, pricing, promotions.
- Perform other duties as assigned
CFB Command Center Analyst Assistance 1/2015 - 12/2017
- Monitored workflow of business and produced reporting.
- Maintained schedules and administer the employee shift bid process.
Customer Service/Business Lead 8/2014 - 1/2016
- Assisted Business Customer Representatives.
- Resolved escalated calls for internal and external customers.
- Perform other duties as assigned
Small Business Customer Service Representative 01/2014-08/2014
- Serviced incoming calls to assist with small business accounts
- Processed payments and submitted request for new services
- Perform other duties as assigned