Brandy Stetz
Wilkes Barre,Pa
Summary
Results-oriented professional with over 21 years of experience in the Customer Care Department. Started in 2003 in the call center, handling billing, service, and emergency related calls. In 2006, Penn Natural Gas was purchased by UGI, and acquired dual rep status, gaining credit and collection skills. Throughout tenure as a Call Center Rep, took on various assignments and special projects. Accepted role of Customer Care Trainer in 2015, focusing on call center development, training, coaching, and providing support to other departments within the Customer Care umbrella. Transitioned to Customer Experience Program Analyst in 2021. Currently responsible for replication and BDOC (SMW01, SQUVI, ECREMPL) SME tickets, unprocessed payment specification report, monitoring Hootsuite (social media platform), and assisting the Middle Office when needed. Worked closely with Michele Burns and the SEW project team for the initial phases of lift and shift. Analyze and track CSRs' monthly calls to identify trends and improve customer experience for first call resolution.
Overview
22
22
years of professional experience
Work History
Various
Penn Natural Gas & UGI Utilities
Wilkes-Barre, PA
03.2003 - Current
- Positions Held:
- Call Center Rep
- Customer Care Trainer
- Customer Experience Program- Analyst1
- Responsibilities and Special Projects
- Handled a high volume of incoming and outgoing calls.
- Provide one-call resolution and give stellar customer service
- Served as a floor trainer for onboarding new hires and assisting existing reps needing support.
- Developed and delivered comprehensive training programs for call center staff.
- Managed multiple initiatives focused on project-based training.
- Served as Unite FICA Trainer for the SAP Conversion Project in 2018.
- Directed efforts as Lead on Northern Area's Warm Project during 2020.
- Worked with various local agencies alongside the Outreach Dept to aid those requiring assistance.
- Led training for Emergency Relief Program Phase I & proposed Phase II in 2020-2021.
- Analyst1-Customer Experience Program
- Daily responsibilities I am currently responsible for are Replication and BDOC (SMW01, SQUVI, ECREMPL) SME tickets, Unprocessed Payment Specification Report, Monitoring Hootsuite (social media platform)
Education
Bachelor’s - Business/ Marketing
Bloomsburg University
Bloomsburg, Pa01.2002
Associate Degree - General Studies Concentration in Business
Luzerne County Community College
Nanticoke, Pa01.2000
Skills
- Customer service and relationship-building
- Self-motivation, integrity, and perseverance
- Team leadership and collaboration with other depts
- Analysis and detail orientation
- Adapt to changing policies
- Utilizing Technology to train and develop
Timeline
Various
Penn Natural Gas & UGI Utilities
03.2003 - Current
Bachelor’s - Business/ Marketing
Bloomsburg University
Associate Degree - General Studies Concentration in Business
Luzerne County Community College