Domitila Gallardo
Houston,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in gas and electric industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. I am a team player for my co-workers, my company and my customers. I don't look at my company as an employer, I look at it as a family business.
Overview
17
17
years of professional experience
Work History
Intern Operations Specialist Enrollments
Just Energy
05.2023 - Current
- Oversaw all Switch Hold regular and sales SRs for new Enrollments for all brands
- Created MarkeTraks for Switch Hold removal process
- Removed Switch Holds from CRM
- Resubmit Transactions MVIs once Switch Hold removed
- Uploaded documents for Enrollment Review and Customer Support email inboxes and faxes
- Cleared Locate Email/Fax SRs for all brands
- Cleared Follow-Ups SRs for Usage Disputes and Missing Usages
- Created MarkeTraks for Flowing Not Metered usages
- Enrollment Document Review and Deposit Waivers
- Updated customer information when needed (county changes, last name updates etc)
- Outbound communicated with TDSPs about meter and property statuses when needed
Customer Service Representative
Just Energy
05.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Referred unresolved customer grievances to designated departments for further investigation
Customer Service Agent
Centerpoint Energy Inc
10.2006 - 08.2014
- Assisted customers with inquiries regarding natural gas services through phone, email, and chat.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints quickly and efficiently.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Tracked orders from placement to installation using internal systems.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Attended training sessions regularly to stay current on new products or services.
- Suggested ways to enhance the overall customer experience.
- Answered incoming calls promptly and professionally within company standards.
- Provided technical support over the phone when needed.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted with EMERGENCY electric outages and natural gas leaks by relaying information to emergency personnel for individual emergencies and during citywide natural disasters.
- First responder during Hurricane Ike where we were needed during a citywide disaster for over a month straight with no days off, 12 hour shifts, staying overnight at a company based hotel when needed.
- Added and assisted to the Ops team with Back end operations wherever needed
- Created and completed Switch Hold SRs to assist customers with completing enrollments
- Uploaded enrollment documents from emails and fax transactions
- Reviewed and closed high usage complaint SRs
- Followed up with customer pending SRs
- Reviewed and closed Metered Not Flowing SRs
- Contacted TDUs for various SR information needed
- Updated information for county changes in iSigma
- Updated customer information such as spelling in names, phone numbers and emails
- Assisted in requesting gift card information for customers
- Created CARE documents for complaints and grievances
Education
High School Diploma -
Stephen F Austin High School
Houston06.1995
Skills
- Data Collection
- Product Knowledge
- Information Security
- Account Updating
- Call Management
- Appointment Scheduling
- Report Generation
- Data Entry
- Complaint Resolution
- Paperwork Processing
- Scheduling
- Inbound and Outbound Calling
- Researching
- Credit Card Payment Processing
- Calendaring
- Administrative Support
- Typing 60 WPM
- Microsoft Excel
- Outlook
- One Note
- Microsoft Office
- Microsoft Word
- Salesforce
- CRM Software
- Microsoft Teams
- Ercot MarkeTrak
- OneDrive
- Grammar
- Bilingual Spanish/English (reading/writing)
Timeline
Intern Operations Specialist Enrollments
Just Energy
05.2023 - Current
Customer Service Representative
Just Energy
05.2022 - Current
Customer Service Agent
Centerpoint Energy Inc
10.2006 - 08.2014
High School Diploma -
Stephen F Austin High School