Cynthia Gaines
Fraser,MI
Summary
Dynamic professional with extensive experience at DTE Energy and SMS, excelling in customer support and critical thinking. Proven track record in enhancing operational efficiency and mentoring teams. Proficient in Microsoft Office Suite and CRM software, consistently delivering exceptional service and achieving process improvements that drive productivity.
Overview
6
6
years of professional experience
Work History
Customer Service Representative DTE
SMS Staffing
03.2025 - 10.2025
- Assisted customers with inquiries, providing accurate information and effective solutions.
- Processed orders and returns, ensuring compliance with company policies.
- Utilized CRM software to track and manage customer interactions efficiently.
- Collaborated with team members to enhance service delivery and resolve issues.
- Managed high-volume call traffic while maintaining quality service standards.
- Provided product information and guidance to enhance customer experience.
- Adapted quickly to evolving processes and systems to support operational efficiency.
- Participated in training sessions to improve product knowledge and service techniques.
- Received positive feedback from customers for exceptional service delivery.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- 97 -120 Calls per day peek season.
Field Supervisor Consumers Energy
SMS Staffing
02.2020 - 12.2024
- Trained an d mentored junior staff on best practices and efficient workflow management.
- Analyzed operational workflows, identifying bottlenecks, and recommending process enhancements for productivity gains.
- Led cross-functional meetings to align field operations with corporate objectives and enhance overall performance.
- Coordinated scheduling and logistics for multiple teams to optimize resource allocation. Achieved 95% of goals for 2024.
- Implemented process improvements that enhanced productivity and reduced operational delays.
- Performed quality site readiness assessments for constructability, and completed in timely, compliant manner to prevent errors, delays, and cost overruns.
- Ensure metrics and budget was purchase and goals completed.
Service Restoration Coordinator
DTE Energy
05.2019 - 02.2022
- Coordinated project timelines and resources to ensure on-time delivery of initiatives.
- Developed and maintained comprehensive documentation for operational processes and protocols.
- Facilitated cross-departmental communication to enhance collaboration and streamline workflows.
- Analyzed performance metrics to identify areas for process improvement and increased efficiency.
- Analyzed and dispatched "trouble" calls on daily basis as appropriate. 100% customer satisfaction.
- Oversaw teams support work management planning and scheduling requirements in SAP. (e.g., maintenance work order creation and integrity monitoring).
Education
Bachelor of Science - Social Psychology
Baker College
Clinton Township, MI05-2012
Skills
- Customer support
- Active listening
- Critical thinking
- Data entry
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), Arcos, Service Suite, OMS, Switching & Tagging Authority, CES Certification, Micro Station, and SIMS
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Customer service
Timeline
Customer Service Representative DTE
SMS Staffing
03.2025 - 10.2025
Field Supervisor Consumers Energy
SMS Staffing
02.2020 - 12.2024
Service Restoration Coordinator
DTE Energy
05.2019 - 02.2022
Bachelor of Science - Social Psychology
Baker College