Carlotta Collins
Detroit,MI
Summary
Diligent Customer Service Specialist with proven expertise in addressing customer inquiries and resolving issues efficiently. Successfully implemented solutions that improved customer satisfaction and streamlined service processes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
23
23
years of professional experience
Work History
Customer Service Specialist II/III
Detroit Water And Sewerage Department
12.2013 - Current
- Provide account maintenance for residential and commercial customers such as perform edits to ensure correct water usage, analyze estimated water usage to determine how to correct accounts and adjust incorrect billing issues etc. to ensure accuracy.
- Directly assisting commercial clients: Crown Enterprise ($85K), Wayne State University ($400K) and Firm Detroit ($100k) clients per email / phone / zoom.
- Conduct meetings with clients via zoom or conference call as needed to ensure accounts are being serviced as needed and identify if there are any additional issues or concerns.
- Aid in handling high priority water disputes from the Mayors and Directors office.
- Collaborate directly with other departments, i.e., Meter Operations, Customer Care Center, and Maintenance and Repair to resolve customer issues.
Customer Service Representative II/III
Detroit Water And Sewerage Department
12.2008 - 12.2013
- Provided, directly and by telephone, service to public related account status inquiries, establishment of service, termination of service, payment histories and results of account investigations.
- Prepared forms and records to document services provided to customers.
- Verified accuracy of account files and determined when to adjust bills or grant payment extensions within specific divisional guidelines.
- Performed investigations through research of divisional files and departmental records. Investigated claims of illegal usage and monitor accounts for repeated occurrences.
- Referred delinquent accounts, defaulted payment agreements and cases of illegal usage to appropriate areas for disconnection of service.
Senior Teller
City Of Detroit Finance / Water Department
09.2002 - 12.2008
- Assisted in supervising staff within Finance and Water departments, that receives and maintains accounting activities for coin, currency and cash credit instruments.
- Politely assisted over 50 customers per day in fast and high-pressure environment.
- Instructed employees regarding work rules and cash handling procedures.
- Observed employee work methods and reviewed records and reports to ensure accuracy.
- Issued change and receipts for payments as well as accounted for daily transactions and balances receipts.
- Maintained, organized and stocked teller window areas.
Education
Bachelor of Arts - Business Administration
Ashford University
Clinton, IA09.2011
Skills
- Effective complaint resolution
- Proficient in managing disputes
- Client engagement
- Strong written and verbal communication
- Professional telephone communication
- Client account management
- Efficient data management
- Financial transaction handling
- Service excellence
- Active listening skills
- Customer relationship management (CRM)
Timeline
Customer Service Specialist II/III
Detroit Water And Sewerage Department
12.2013 - Current
Customer Service Representative II/III
Detroit Water And Sewerage Department
12.2008 - 12.2013
Senior Teller
City Of Detroit Finance / Water Department
09.2002 - 12.2008
Bachelor of Arts - Business Administration
Ashford University
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