Erika Sanchez

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Upheld quality control policies and procedures to increase customer satisfaction.

Customer Account Supervisor 9/2013-present

• Review customer complaints to determine appropriate methods for resolution.
• Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company processes.
• Identify appropriate solutions to minimize issues and quickly solve problems.
• Respond to customer inquiries and deliver appropriate information after carefully researching issues.
• Coach staff on strategies to enhance performance and improve customer relations.
• Serve as subject matter expert regarding Atmos Energy's customer service systems, policies, procedures, standards and applicable laws and regulations by handling question calls from customer support associates in the contact centers as well as dispatchers, technicians, Operation Supervisors and Energy Assistance.
• Answer inbound calls, chats and emails to facilitate customer service.
• Use proven techniques to de-escalate angry customers during telephone interactions.