Summary
Overview
Work History
Education
Skills
Timeline
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FAITH DAWSON

Charlotte,NC

Summary

Obtain a job as a customer service agent, where I can use my exceptional interpersonal and communication skills to resolve customer issues and foster positive relationships between customers and the company.

Overview

3
3
years of professional experience

Work History

Developmental Senior Care Specialist

Duke Energy,
02.2024 - Current
  • Respond to detailed inquiries and requests for non-residential customers
  • Understand and communicate billing components and how they are derived.
  • Obtain and provide interval data as requested by customers.
  • Manage service agreement process to assure all new non-residential customers receive an accurate service agreement as required
  • Issues and processes requests from customers such as Builders, Electricians, Plumbers, Architects and inspection agencies for gas commercial and industrial services.
  • Receive, interpret and act upon calls from customers supplying information regarding service requests and provide specific
  • Interprets gas policies, practices and service requirements from internal customers concerning discrepancies in billing records and service order issues.
  • Determine and quote charges for inspections and other types of gas services.
  • Educate customers on Energy Efficiency services available.
  • Provide appropriate solutions for products and services
  • Interpret and transcribe data for new gas services, meter sets, change orders, remove orders and metering transformer equipment.
  • Notifies customers regarding all service related issues.

Customer Care Representative

Duke Energy
10.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Logged call information and solutions provided into internal database.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

EDU 119 - INTRODUCTION OF EARLY CHILDHOOD

CENTRAL PIEDMONT COMMUNITY COLLEGE
Charlotte, NC
05.2020

Medical Assistant -

BRIGHTWOOD COLLEGE
Charlotte, NC
08.2018

High School Diploma -

BUTLER HIGH SCHOOL
Charlotte, NC
06.2015

Skills

  • training ambassador
  • helpline support
  • escalation Team Lead support
  • assisted with Revenue Services special projects

Timeline

Developmental Senior Care Specialist

Duke Energy,
02.2024 - Current

Customer Care Representative

Duke Energy
10.2021 - Current

EDU 119 - INTRODUCTION OF EARLY CHILDHOOD

CENTRAL PIEDMONT COMMUNITY COLLEGE

Medical Assistant -

BRIGHTWOOD COLLEGE

High School Diploma -

BUTLER HIGH SCHOOL

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