April Carlile

Responsible for Salesforce Service Cloud and Field Service Lighting implementation of meter to cash workstream across the National Grid footprint.

• Supported Change Management and business instructors in the design and implementation of comprehensive training programs for call center, AMO, dispatch and CMS field technicians
• Provided ongoing coaching to trainers and business users, improving their skills and performance adopting new technologies
• Assisted training and functional process teams to review and update existing training materials and SOP documentation

Supported community and account development managers as the single point of contact concerning account maintenance and billing inquires for large commercial and industrial electric and gas customers.

• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Implemented informal CSAT survey solution for gathering actionable insights to enhance commerical team performance
• Developed and Implemented new processes through the creation and communication of job aids
• Supported call center operational efficiency

• 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.