Eva Cook
New Ellenton
Summary
Dynamic Customer Operations Specialist with a proven track record at IGS Energy, excelling in analytical problem-solving and interpersonal communication. Spearheaded training initiatives that enhanced team performance and improved customer relations. Recognized for meticulous attention to detail and fostering a collaborative environment, driving significant improvements in service quality.
Overview
14
14
years of professional experience
Work History
Customer Operations Specialist
IGS Energy
Aiken
10.2022 - Current
- Provided Coaching, training and motivation to all agents when assisting with accounts
- Maintained strong communication and an inviting tone so agents feel more at ease expressing their needs
- Collaborated with internal departments to find resolutions and conduct further research on customer accounts
- Used various tools and resources to identify trend behaviors to improve individual and team performance
- Worked closely with Regulatory Affairs to resolved customers complaints
- Helped new hires assimilate into workforce and get up to speed on procedures with commercial program
- Created and acquired training procedure guides and course materials for small commercial
- Created spreadsheet for Q and A for Customer Ops. Example, All contact persons from different departments that we will or may need to correspondence with.
Lead & Customer Service Representative
Scana Energy
Aiken
01.2011 - Current
- Provided coaching's and feed back to agents and supervisors to ensure ongoing training that meets with companies’ policy and adherence
- Worded with C and I team as their back up. Entered orders and set rates on accounts for new contracts.
Skills
- Analytical and critical thinking
- Interpersonal communication
- Written communication
- Customer Service
- Quality Assurance
- Customer Relations
- Friendly, Positive Attitude
- Organization and Time Management
- Troubleshooting
- Teamwork and Collaboration
- Strong Attention to Detail
- Planning
- Self-Starter
Awards
- Calmer of Storms Award, 2022
- Driving Beyond, 2023
Affiliations
- Accounts Not Found; signals not able to line up with an account in CRM to complete the transaction.
Timeline
Customer Operations Specialist
IGS Energy
10.2022 - Current
Lead & Customer Service Representative
Scana Energy
01.2011 - Current
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