Carlotta Collins
Detroit
Summary
Customer service professional with solid background in delivering exceptional support and solutions. Known for reliability, adaptability, and unwavering commitment to team success. Strong interpersonal skills and ability to navigate complex customer interactions with ease.
Overview
15
15
years of professional experience
Work History
Customer Service Specialist 3
Detroit Water And Sewerage Department
12.2013 - 05.2024
- Provided 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.
- Facilitated 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.
- Managed high-volume call traffic, ensuring timely responses to customer requests.
- Collaborate directly with other departments, i.e., Meter Operations, Customer Care Center, and Maintenance and Repair to resolve customer issues.
Customer Service Representative 2
Detroit Water And Sewerage Department
12.2008 - 12.2013
- Verified accuracy of account files and determined when to adjust bills or grant payment extensions within specific divisional guidelines.
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- 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.
- Trained new staff on company policies and customer service protocols, improving team performance.
Education
Bachelor of Arts - Business Administration
Ashford University
09.2011
Skills
- Complaint resolution
- Conflict Resolution
- Customer Relations
- Excellent written and oral communication skills
- Account management
- Recordkeeping strengths
- Money handling abilities
- Call center experience
- Customer relations
- Good communication skills
- Customer service
Timeline
Customer Service Specialist 3
Detroit Water And Sewerage Department
12.2013 - 05.2024
Customer Service Representative 2
Detroit Water And Sewerage Department
12.2008 - 12.2013
Bachelor of Arts - Business Administration
Ashford University
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