GLADYS BALLARD
FRANKFORT,US
Summary
Dedicated and customer-focused professional with extensive experience in fast-paced call center environment. Adept at handling customer inquiries, managing service requests with efficiency and professionalism. Skilled in using CRM systems to maintain accurate customer records. Strong communicator with a proven ability to handle high call volumes while ensuring customer satisfaction. Proven ability to multitask, prioritize and meet deadlines. Strong problem-solving skills and ability to work well under pressure.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
AES Ohio
05.2023 - Current
- Respond to and analyze a variety of customer inquiries including billing, collections, payment arrangements, electric choice, general account maintenance and outages
- Assist customers with billing questions, process payments and provide payment arrangements in accordance with company policy
- Maintain enthusiasm and professionalism while providing efficient and effective service to customers
- Update and maintain customer account records, verifying the accuracy of information such as name, address and last 4 digits of social security number
- Successfully operate various systems related to customer service
Customer Services Agent
Illinois Department of Employment Security
11.2020 - 05.2023
- Respond to inbound customer inquiries regarding appeal, claim issues, access to forms on website and overpayments via phone and transferred calls to right department
- File different type of claims for claimant (regular, reopen, additional and transitional)
- Update personal information, tax withholding information, resend copy of claimant's overpayment waiver, payment detail and correspondence
- Also, add or remove dependents on claim
- Certify claims and make changes to certification response(s) for claimant
- Submit payment affidavit form for claimant when payments had been hijacked
- Submit copy of requested year of 1099G tax form and cancelled 1099G when claim has been reported as fraud
- Shut down fraud claims and provide the FTC.GOV website for resources
Customer Service Representative/Data Entry
Personalization Mall
10.2021 - 01.2020
- Answering inbound calls and emails
- Prepares source data for computer entry by compiling and sorting information for customers
- Respond efficiently and accurately to customer needs and complaints, explaining possible solutions
- Help and assist customers on placing orders and with technical difficulties
- Help manage product reviews, customer reviews and emails
Background Specialist
Chicago Public School
05.2014 - 06.2017
- Conduct criminal background check of employees, vendors, and volunteers
- Input data provided directly by the employees, vendors, and volunteers
- Ensure the delivery of high-quality services consistent with best practices
- Support the background check team leader in implementing an ongoing assessment system of the criminal background check process that supports the security goals of CPS safety initiative
Education
Catherine College Business School
Chicago, ILSkills
- Customer Support
- Communication
- Billing
- Payment Processing
- Conflict Resolution
- Data Entry
- CRM
- Problem Solving
- Microsoft Office
- Excel
- Word
- Outlook
- Access
- Typing
Timeline
Customer Service Representative
AES Ohio
05.2023 - Current
Customer Service Representative/Data Entry
Personalization Mall
10.2021 - 01.2020
Customer Services Agent
Illinois Department of Employment Security
11.2020 - 05.2023
Background Specialist
Chicago Public School
05.2014 - 06.2017
Catherine College Business School
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