Celeste Mayhon

• Handle complex, high-risk customer complaints escalated to the Office of the President.
• Serve as the final point of resolution for sensitive regulatory and legal matters.
• Investigate complaints from regulators and external agencies (PUC, BBB, Attorney General offices).
• Conduct deep-dive investigations into systemic issues driving escalations.
• Identify trends, control gaps, and policy failures contributing to regulatory risk.
• Partner with Legal, Compliance, Operations, and Customer Experience teams to resolve issues.
• Prepare clear, concise summaries and recommendations for senior leadership.
• Recommend updates to policies and procedures based on escalation findings.
• Track metrics related to escalations, regulatory complaints, and resolution outcomes.
• Ensure customers receive clear explanations and timely outcomes.

• Perform both inbound and outbound support for escalated customers daily over the phone and
  email to de-escalate and manage challenging situations.
• Work closely with Operations to promptly resolve issues related to billing discrepancies, plan changes, MVI / MVO orders, MarkeTraks and other transactional inquires.
• Review, investigate and follow-up independently on various issues related to billing disputes, billing inquires, payment posting inquires, misapplied payments, enrollment disputes and other discrepancies.
• Develop and maintain working knowledge of internal policies, procedures and services to appropriately address customer issues.
• Navigate multiple computer systems and applications and utilized search tools to find information.
• Assist management with developing action plans to resolve issues and build effective processes.
• Conducted regular training sessions for team members on best practices in customer service, enhancing overall team performance.

Brand Cross-Training

• Acquired in- depth knowledge and expertise in multiple company brands, including Pulse Power, Power Next, Energy To Go, New Power Texas and Lone Star Energy.
• Successfully completed cross-training programs to understand brand values and product features.
• Utilized cross-trained skills to effectively engage with diverse customer bases, tailor recommendations, and drive sales across various brand portfolios.

Key Achievements

• Selected to travel to client site in Barranquilla Colombia (October 2023) to provide on-site support and training, resulting in increased customer satisfaction and retention.
• Promoted to serve as a customer service subject matter expert for resolution of complex issues for team members and other internal departments.

• Assisted commercial and residential customers via calls and emails regarding billing issues, product problems, service questions and general customer concerns
• Initiated collection activity on past due accounts
• Processed payments
• Enrolled customers and resolved enrollment issues
• Followed up with customers regarding product functionality and overall satisfaction.
• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

• Answered incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner
• Researched account status and identify account issues
• Addressed billing inquiries and resolve billing disputes
• Enrolled customers and resolve enrollment issues
• Provided price quotes to prospective customers
• Followed up with customers to attain required account information

• Answered incoming customer service calls, assuming responsibility to resolve customer issues in accurate and timely manner.
• Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
• Made appropriate account corrections to resolve customer problems.
• Referred unresolved customer grievances to designated departments for further investigation.
• Learned company policies, rules and performance requirements to achieve successful calling metrics.
• Explained product features and benefits to customers to encourage sales.