Customer Service Representative
Consumers Energy
4 1998 - Current
TUI - Help assist with training and mentoring new training classes
- Becoming certified as a TUI trainer in several modules
- Traveled to several locations to deliver new soft skills training
- Training - Presented new LOA information to CSR’s in Alma
- Worked with other departments on creating and updating LOA policy
- Previously trained our newer employees with Landlord Training material before it became CCC wide
- Technical Support Team - Go over returned work with my peers
- Assist with real-time help and questions for my peers
- Mini Pods - Help create mini pods to be presented to CSR’s CCC Wide
- Deliver mini pods to CSR’s in Alma
- Create gas emergency simulations to present to CSR’s
- TAG - Lead member for Alma Contact Center
- Keep track of mini pods that have been started, need worked on and suggestions from other members/CSR’s
- Support Lead - Assist coworkers on making best decisions necessary to benefit both the customer and the company
- Call escalated customers back to address their concerns
- Process overrides as necessary
- Go over returned work with peers on my team
- Assist with real-time help and questions for my peers
- Peer to Peer Mentoring - Assist new employees with transitioning from training to being on the floor
- Answer questions, listen to calls and provide feedback also
- Non-Phone Work - Able to complete NCC’s, Correspondence, Faxes, Landlord Info, PMCCS paperwork, BOS orders, Parked Documents
- Parked Document Trained - Working on a parked document project with other departments to identify errors that are causing parked documents not to auto process
- CCC Solutions Team - Recognize, react and correct issues and develop a standard and repeatable process that reduce the human struggle
- Work with appropriate groups to bring changes in the forefront of CSRs and have input in the changes.
