Summary
Overview
Work History
Education
Skills
Timeline
Generic

GAIL COOK

Summary

Dedicated Customer Service professional with knowledge of service delivery. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

20
20
years of professional experience

Work History

CUSTOMER SUPPORT SPECIALIST II

Citizens Energy Group
03.2021 - Current
  • Manage a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provide timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Manage Residential and Commercial account inquiries and requests such as budget enrollments,account updates,extended due dates
  • Create work orders for the services needed such as move-in,move out,bill paid turn ons,other service order types
  • Determine appropriate payment options for customers and identified payment locations
  • Handle service inquiries such as backflow,service restorations,water availability ,meter relocations,and cold weather inquiries
  • Communicate with other areas such as billing and dispatch to make corrections etc
  • Perform other duties as assigned

Distribution Dispatcher

Citizens Energy Group
08.2021 - 05.2022
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with technicians for orders to be completed in timely manor
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Recognized and expedited the routing and notification of emergency orders to insure proper response. Provided proper documentation or explanation. Initiating contact with outside agencies during various emergency events, including the Fire Department,Health Department and other Utilities
  • Routing of customer and internal work orders to field personnel
  • Documented service outages and initiated customer notifications through the Admin Tool
  • respond and initiated internal customer calls (Contact Center, Supervision, Crews,Servicemen) addressing work orders,routing and staffing needs.
  • processed back office work including but not limited to Indiana 811 locate requests,wastewater reports,customer work order routing,respond to field employee calls and processing of Improper International Fuel Gas Code compliance tags
  • Monitored computer aided dispatching (CAD) system for work assignment and field status
  • Monitored and responded to field technicians issues and inquires on the dispatch radio and phone system
  • After Call Center hours, assisted with external customer calls for emergency gas ,water and sewer situations to include leaks ,overflows and service outages

911 Public Safety Telecommunicator

City Of Lawrence
04.2018 - 03.2021
  • Served as an essential link between various emergency services providers, ensuring rapid deployment of necessary assistance during crises.
  • Maintained strict confidentiality regarding sensitive information, adhering to privacy regulations and policies.
  • Achieved high levels of proficiency in multitasking by managing phones, radios, computers, and other equipment simultaneously under pressure.
  • Managed multiple computer systems simultaneously while fielding calls, resulting in seamless information flow between agencies.
  • Improved communication among emergency responders with accurate relay of critical information from callers.
  • Provided exceptional customer service to callers, addressing their needs promptly and professionally.
  • Assisted in crisis intervention for suicidal callers, facilitating immediate help and support from relevant resources.
  • Participated in regular training sessions to stay updated on industry best practices and maintain certification requirements.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Answered calls from automatic routing system and took basic information from callers.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.
  • Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

911 Public Safety Telecommunicator

Marion County Sheriff's Department
07.2004 - 03.2017
  • Served as an essential link between various emergency services providers, ensuring rapid deployment of necessary assistance during crises.
  • Maintained strict confidentiality regarding sensitive information, adhering to privacy regulations and policies.
  • Supported fellow telecommunicators during high-stress situations, contributing to overall team success.
  • Managed multiple computer systems simultaneously while fielding calls, resulting in seamless information flow between agencies.
  • Achieved high levels of proficiency in multitasking by managing phones, radios, computers, and other equipment simultaneously under pressure.
  • Improved communication among emergency responders with accurate relay of critical information from callers.
  • Enhanced emergency response times by efficiently handling high call volumes and prioritizing emergencies.
  • Reduced stress for callers by maintaining a calm demeanor and providing clear instructions during crisis situations.
  • Trained new telecommunicators on software systems, policies, and procedures for efficient integration into the team.
  • Participated in regular training sessions to stay updated on industry best practices and maintain certification requirements.
  • Coordinated with law enforcement agencies during high-risk incidents for a successful resolution.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Ensured public safety by swiftly dispatching appropriate resources to the scene of incidents.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Answered calls from automatic routing system and took basic information from callers.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Provided on-the-job training and coaching to develop new dispatchers.
  • Assisted callers in emergency situations with appropriate information and support.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.

Education

High School Diploma -

Cardinal RItter High School
Indianapolis, IN
06.1990

Skills

  • Complaint Handling
  • Customer Relationship Management (CRM)
  • CRM Software
  • Call center experience
  • Customer Service
  • Problem-solving abilities
  • Microsoft Excel
  • Critical Thinking
  • Follow-up skills
  • Data Entry
  • Client Relations
  • Multi-line phone talent
  • Microsoft Office Suite
  • Call Center Operations
  • Dispute Resolution
  • Active Listening
  • Computer Proficiency
  • De-Escalation Techniques
  • Staff Training
  • Proofreading
  • Microsoft Outlook

Timeline

Distribution Dispatcher

Citizens Energy Group
08.2021 - 05.2022

CUSTOMER SUPPORT SPECIALIST II

Citizens Energy Group
03.2021 - Current

911 Public Safety Telecommunicator

City Of Lawrence
04.2018 - 03.2021

911 Public Safety Telecommunicator

Marion County Sheriff's Department
07.2004 - 03.2017

High School Diploma -

Cardinal RItter High School

Similar Profiles

CREATE PROFILE
GAIL COOK