Chelsi Todd
Birmingham,USA
Overview
13
13
years of professional experience
Work History
Customer Support Specialist
Birmingham Water Works Board
Birmingham, AL
10.2020 - 02.2026
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Coordinated service requests, ensuring timely responses and issue resolution.
- Trained new staff on customer support protocols and best practices.
- Developed knowledge base articles to streamline information sharing among team members.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Resolved billing inquiries, ensuring customer satisfaction and timely issue resolution.
- Trained new team members on billing procedures and customer service best practices.
- Prepared work order requests for new service, outages and maintenance actions.
- Prepared and processed service forms to start and stop utility services.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Customer Service Representative
Insight Card Services
Birmingham, AL
03.2016 - 06.2019
- Resolve a variety of simple to complex customer problems; i.e. balance inquires/discrepancies
- Perform frontline investigation of unauthorized transaction claims, and transaction denials
- Discuss and identify customer needs; as well as provide information for the range of additional consumer products/services we offer in an attempt to solicit customer adoption
- Resolve product or service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the customer concerns
- Monitored service performance metrics to maintain high standards of quality and efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Financial Care Representative
T-Mobile
03.2014 - 03.2016
- Identify research and resolve customer issues such as billing issues and misapplied payments.
- Take accountability in evaluating and modifying customer accounts.
- Collect payments on past due accounts and make account credits as needed.
- Facilitated customer inquiries regarding billing and account management.
- Resolved complex financial issues, ensuring customer satisfaction and retention.
- Developed training materials for new representatives on financial policies and procedures.
- Managed escalated cases, providing resolution strategies to enhance customer experience.
Debt Collector
Portfolio Recovery
Birmingham, AL
07.2013 - 02.2014
- Locate customers using credit bureau information, background checks, and other paperwork and documents.
- Utilize computer systems to handle skip tracing and attempt to collect payment.
- Setup repayment plan and record new commitment to repay debt.
- Developed strategies to negotiate payment plans with clients, enhancing customer satisfaction.
- Managed high-volume accounts to maximize recovery rates and minimize delinquencies.
- Utilized debt collection software to track progress and maintain accurate records of interactions and payments.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Exceeded performance targets for successful debt recoveries, contributing to company''s overall financial stability.
Education
High School Diploma -
E. B. ErwinHighschool
Birmingham, AL05-2020
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Call center experience
- Data entry
- Conflict resolution
- Live chat support
- Quality assurance
- Active listening
- Customer response
- Appointment scheduling
- Payment processing
- Multitasking and organization
- Customer service excellence
- Team collaboration
- Verbal and written communication
- Email communication
- Decision-making
Bill Better Star
Employee who exceeded expectation and goals. Employee who contributes exceptional value. Employee who consistently performs at a high level. The customers took an survey and rate their customer service experienced. I received a perfect survey score numerous times and was name "The Bill Better Star".
Timeline
Customer Support Specialist
Birmingham Water Works Board
10.2020 - 02.2026
Customer Service Representative
Insight Card Services
03.2016 - 06.2019
Financial Care Representative
T-Mobile
03.2014 - 03.2016
Debt Collector
Portfolio Recovery
07.2013 - 02.2014
High School Diploma -
E. B. ErwinHighschool