Deborah B. Nock
New York,NY
Summary
Experienced in data analysis and process optimization, delivering impactful solutions in customer service environments. Strong collaboration skills with cross-functional teams to streamline operations and enhance service delivery, driving customer satisfaction and team productivity.
Overview
29
29
years of professional experience
Work History
Analysist
Con Edison of New York
New York, New York
10.2023 - Current
- Generated innovative ideas and solutions that improved team performance and outcomes.
- Collaborated with diverse coworkers to achieve goals and resolve product and service issues.
- Resolved customer issues with knowledgeable and friendly service, contributing to high customer satisfaction.
Senior Customer Service Representative
Consolidated Edison
06.2010 - Current
- Part of Mandatory Hourly Pricing (MHP) and Reactive Power (RP)
- Received a Level 2 Class Award for the groundbreaking work I have done concerning MHP & RP.
- Received a Level 2 Class Award for coaching fellow representatives
- Part of the Team to Develop Better Interval Communications
- Gained proficiency in Microsoft Access, Excel, SharePoint, Itron, LPDS (Load Profile Data System), MV-90, Meter Data Management System, Timers, Logical, CPMS, and Forest & Trees.
Analyst
Con Edison of New York
New York, NY
10.2019 - 10.2023
- Collaborated with cross-functional teams to streamline operational processes and procedures.
- Assisted in the implementation of new software tools for data management efficiency.
- Provided training sessions for staff on data analysis techniques and tools used effectively.
Supervisor
Con Edison of New York
New York, New York
08.2017 - 07.2019
- Supervised daily operations and ensured compliance with safety regulations.
- Coordinated team schedules and assigned tasks to optimize workflow.
- Resolved customer inquiries and escalated issues as necessary.
- Implemented process improvements to enhance operational efficiency.
- Led safety meetings and promoted a culture of workplace safety.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 15 employees in daily operations.
Senior Customer Service Representative – Personal Service
Consolidated Edison
06.2007 - 06.2010
- Enhanced my ability to interact with diverse customer base in face to face situations
- Increased knowledge of the high bill complaint process, Turn-on/turnoff of electric and gas meters and gas leaks.
- Interacted with customers in their own environment
- Gained knowledge in intelligent Routing & Information System (IRIS)
Customer Service Representative – Accounting
Consolidated Edison
02.2007 - 06.2007
- Analyzed AILS (Account Investigation Listing)
- Interacted with internal and external customers
- Gained knowledge and experience in advanced accounting adjustments
Customer Service Representative
Consolidated Edison
06.2001 - 02.2007
- Interacted with internal and external customers
- Used such CIS Programs as Desktop, Pay-By-Phone, Credit and collections applications, Time Sharing Option (TSO), Cycle FPET Reports, Commercial Operating Reporting System (CORS) and Emergency Control System (ECS)
- Interacted with other departments such as Emergency, Meter Operations and Energy Services
- Worked various shifts during emergency and non-emergency situations.
Kenmar Surgical & Oxygen
03.2000 - 06.2001
- Assisted clients and patients over the phone and via the Internet with orders for durable medical equipment , oxygen and supplies
- Verified member eligibility and obtained required authorization from insurance companies
- Assisted in data entry and analysis, including weekly and monthly reports
- Assisted in the warehouse with purchasing, shipping and monthly inventory reports.
- Heavy interaction with hospitals, doctors and other medical professionals
Halsey Middle School
09.1998 - 09.1999
- Taught grammar, writing and public speaking
- Interfaced with faculty, parents and immediate supervisors
- Maintained student records and evaluations
- Create and develop testing material
- Help to organized school-sponsored events
Thomas Jefferson High School
09.1997 - 09.1998
- Participated in activities related to the school newspapers
- Investigated, recommended and implement improvements to the testing process to help improve student performance.
Education
Bachelors of Arts - English, Secondary Education
CUNY QUEENS COLLEGE
06-1997
Skills
- Data analysis
- Microsoft Excel
- Customer relationship management
- Process improvement
- Software implementation
- Operational efficiency
Timeline
Analysist
Con Edison of New York
10.2023 - Current
Analyst
Con Edison of New York
10.2019 - 10.2023
Supervisor
Con Edison of New York
08.2017 - 07.2019
Senior Customer Service Representative
Consolidated Edison
06.2010 - Current
Senior Customer Service Representative – Personal Service
Consolidated Edison
06.2007 - 06.2010
Customer Service Representative – Accounting
Consolidated Edison
02.2007 - 06.2007
Customer Service Representative
Consolidated Edison
06.2001 - 02.2007
Kenmar Surgical & Oxygen
03.2000 - 06.2001
Halsey Middle School
09.1998 - 09.1999
Thomas Jefferson High School
09.1997 - 09.1998
Bachelors of Arts - English, Secondary Education
CUNY QUEENS COLLEGE