Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cheryl Mason

West Monroe,LA

Summary

Analytical, organized and detail-oriented professional with effective communication and leadership experience. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Maintained customer satisfaction and place the needs of the business first.

Overview

18
18
years of professional experience

Work History

Customer Contact Representative III

Entergy Louisiana
06.2024 - Current
  • Worked under strict deadlines (Support Services) to respond to daily emails internal and external customer service requests such as (billing and payment issues in addition to verifying issues for residential and commercial account.
  • Verified customer data through phone calls and emails.
  • Maintained mailbox for various clients and assisted with incoming calls from local networks and customers.
  • Assisted with field worker order requests that were incomplete by the assigned date or contract to customer by field representative. Resolution was resolved by contacting the network through email or telephone, in addition to making direct contact with the customers.
  • Build rapport with local network, management, field workers and agents within the organization.
  • Assisted with cross training new agents on the team in customer support on inboxes and insuring my availability for assistance.
  • Supported EBC (Entergy Business Center) department with outages and lighting desk requests. Responsibilities consisted of reporting outages and open cases for Entergy priority business customers to ensure service was restored.
  • Assisted with security lights requests by creating work orders for new lights and poles per the customers request in addition to creating repair orders for non-working lights and billing adjustments.
  • Collaborated with other callers and representatives to complete tasks.
  • Assisted, with posting daily permits, and building a relationship with permit authority.

Customer Contact Representative, Lead

Entergy Louisiana
05.2021 - 06.2024
  • Working in a fast-paced environment (Small Business) while assisting newly assigned agents, providing coaching and feedback to management.
  • Assist with floor support to assist agents with their calls and questions.
  • Made sure agents were aware of valuable resources and how to navigate through various applications.
  • Assisted with escalated calls which reduce call volume and handle time.
  • Held regular team meetings to discuss new processes and share my expertise knowledge on the process.
  • Provided coaching for several new hire classes and offer support to the trainer in addition to providing constructive feedback.
  • Mentoring employees and conducted side by side reviewing to assist by answering questions, giving direction and motivation of overall job performance which improve the teams overall FCR (First Call Resolution) scores.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Customer Service Representative

Entergy Louisiana
12.2007 - 05.2021


  • Working in a fast-paced call center environment while assisting with incoming calls from customers .
  • Processed new start requests, end of service requests, and new construction requests for residential and business customers.
  • Responsible for handling billing inquiries, extensions, outside lighting, and engineering requests.



Education

Diploma - Data Entry

Louisiana Business College
Monroe, La
09-1988

Skills

  • Effective Communication
  • Positive and professional
  • Problem-solving
  • Leadership & Management
  • Account management
  • Relationship building
  • Customer service
  • Active listening

Timeline

Customer Contact Representative III

Entergy Louisiana
06.2024 - Current

Customer Contact Representative, Lead

Entergy Louisiana
05.2021 - 06.2024

Customer Service Representative

Entergy Louisiana
12.2007 - 05.2021

Diploma - Data Entry

Louisiana Business College

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