Daniel Devine

- Handle inbound customer calls and respond to inquiries about electric service, billing, outages, and account information.

- Provide accurate information and guidance on billing questions, payment arrangements, and service options.

- Troubleshoot basic meter issues, outages, and service interruptions; log and escalate more complex problems to the appropriate teams.

- Maintain customer records in the CRM system, ensuring accuracy and privacy compliance.

- Meet individual performance metrics such as average handle time, first-call resolution, customer satisfaction scores, and attendance.

- Educate customers about energy efficiency programs, payment options, and utility policies.

- Follow established scripts and procedures, while using judgment to resolve issues or escalate when necessary.

- Adhere to safety, security, and regulatory requirements; protect customer data.

- Collaborate with team members and cross-functional groups to improve processes and customer experience.

• Delivered best-in-class customer service in a contact center environment, responding to a high volume of incoming calls and effectively assisting with account inquiries and banking services.
• Demonstrated exceptional problem-solving skills by resolving account-related issues promptly and efficiently, escalating complex problems to appropriate departments to ensure customer satisfaction.
• Educated customers thoroughly on Apple Bank for Savings products and services, identifying opportunities to recommend suitable banking solutions tailored to their needs, enhancing customer loyalty and retention.
• Assisted customers with navigating online and mobile banking platforms, providing step-by-step guidance on account access, transactions, and troubleshooting to improve user experience and accessibility.
• Ensured strict compliance with banking regulations, confidentiality guidelines, and data privacy policies, maintaining the integrity and security of sensitive customer information.
• Accurately documented customer interactions and account updates using CRM software, contributing to comprehensive customer records and facilitating seamless transitions between service representatives.
• Maintained high-quality service standards, consistently meeting or exceeding established performance metrics and key performance indicators (KPIs) while focusing on customer experience.
• Actively participated in team meetings and ongoing training, contributing to continuous quality improvement initiatives and enhancing product knowledge and service techniques.
• Collaborated effectively with team members and supervisors to provide seamless customer experiences, achieving departmental goals and promoting a supportive work environment.

• Managed a demanding workload of over 90 phone inquiries daily using Genesys software, adeptly addressing customer questions and complaints to enhance retention and satisfaction rates.
• Guided credit cardholders on understanding account balances, payment options, and card statuses, acting as a knowledgeable resource that fostered customer trust and loyalty.
• Followed established policies and procedures to resolve issues efficiently, maintaining accurate customer information in the Agent Portal and ensuring compliance with internal standards and improving operational efficiency.
• Collaborated cross-functionally with internal teams for account collections and fraud investigations, demonstrating an ability to work effectively in a team-oriented environment while advocating for customer interests.
• Educated accountholders on billing dispute protocols, providing clear guidance on escalation procedures for complex issues and ensuring timely resolutions to customer concerns.
• Recognized by management for delivering high-quality customer service, resulting in increased customer satisfaction and loyalty, and contributing to the overall success of the team.
• Developed strong customer service skills through daily interactions, enhancing communication and interpersonal abilities that led to effective conflict resolution.

• Engaged with diverse communities through over 100 daily outreach calls and texts utilizing NGP VAN software, effectively communicating key messages and mobilizing support for local initiatives.
• Led grassroots initiatives by organizing a dedicated team of over 100 volunteers for canvassing and voter registration efforts, significantly boosting community engagement and participation.
• Collaborated with leadership to assess organizational capacity and develop strategic plans, ensuring that outreach efforts were aligned with broader organizational goals and objectives.

• Handled a high volume of incoming patient calls in a fast-paced ACD call center, facilitating a 57% increase in call volume from 2020 to 2021 while ensuring a compassionate and efficient customer experience.
• Utilized various software tools for scheduling appointments, validating patient demographics, and updating health insurance information, ensuring accuracy and adherence to compliance standards.
• Analyzed data trends to identify and proactively address potential challenges in patient access and service delivery, contributing to improved operational workflows.
• Maintained the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA), demonstrating a strong commitment to ethical standards and data security.
• Coordinated referral management and ensured timely and accurate transfer of information between patients and healthcare providers, optimizing access to specialty care.