Glenda Porter
Katy,TX
Summary
Dedicated Customer Service Representative who is passionate about customer satisfaction, delivering quality service, understanding customer desires and providing customized relationship that builds loyalty and support.
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport. Motivated to maintain customer satisfaction and contribute to company success.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
DTE Energy/Qualfon
12.2022 - 01.2023
- Assisted customers with their energy bills, payments, and concerns after verifying account information through use of SAP software.
- Provided resources and program referral assistance through Agent Assist tool for eligible customers.
- Set up residential move-ins and move-outs by starting or ending electrical and/or gas services on the premise.
- Posted payments to customers accounts, and set up special arrangements for accounts in arrears.
- Reported electrical outages, downed wires and gas leaks to the outage center.
Customer Service Representative
Enfamil/Qualfon
05.2022 - 11.2022
- Assisted parents, grandparents, and parents-to-be with locating infant formula through use of Store Locator.
- Made outbound calls to local stores and markets to verify availability of formula.
- Made outbound calls contacting customers when formula was located to provide them with the product availability, name and location where product was located within range of the customer's demographics.
Customer Service Representative
American Residential Warranty/Qualfon
08.2022 - 03.2022
- Assisted customers with filing claims for their residential appliances, electrical plumbing, and Heating/Air Conditioning Unit.
- Answered incoming calls promptly to avoid on-hold wait times.
- Communicated with associate departments concerning customer/s account.
- Transferred escalated customers to SME (Subject Matter Expert) for resolution when de-escalations failed.
Team Leader
American Residential Warranty/Dialog Direct
07.2021 - 08.2022
- Supervised, mentored, and trained agents to help meet or exceed all operational and contractual performance goals.
- Monitored agents to ensure they met and /or exceeded Quality Standards and Compliance with the company's policies and procedures.
- Motivated and encouraged agents through positive communication and feedback.
- Listened to agent calls, scored and coached according to Calibration setting and Quality requirement.
- Regularly checked attendance tracker and made time corrections.
- Assisted IT with Day 1 of Systems set up to prepare newcomers for start day training, and making sure potential agents followed their packet instructions.
Senior Agent
American Residential Warranty/Dialog Direct
10.2019 - 07.2020
- Assisted team of 17-23 agents with claims questions for home appliances, plumbing, interior electrical, and Heating/Air Conditioning concerns of the customer.
- Directed agents to communicate with various departments to complete claims calls, and encouraged agents to use the tools for assisting the customers.
- Provided and communicated feedback in claims cases.
- Monitored control of call volume, and maintained quality scores while helping to improve department opportunities.
Customer Service Representative
American Residential Warranty/Dialog Direct
05.2019 - 07.2020
- Assisted customers with filing claims for their residential appliances interior electrical, plumbing, and Heating/Air Conditioning Unit.
- Communicated with associate departments.
- Assisted Nesters with training on call floor.
- De-escalated irate customers and resolved escalated issues before reaching out to TOPs (Escalations).
Customer Service Representative
Intel Media/AIG/Dialog Direct
01.2017 - 05.2019
- Provided assistance to customers pertaining to their Supplemental Accident Insurance Benefits.
- Assisted Team Lead with training Nesters on the call floor.
- Managed customer resolution.
- De-escalated irate customers.
Customer Service Representative
Target.com/Dialog Direct
07.2016 - 12.2016
- Assisted customers with placing and updating their online orders.
- Resolved escalated issues and de-escalated irate customers.
- Arranged pick up of damaged merchandise and sent return labels.
- Determined issuing of gift cards.
Executive Vice President
At Your Service Transportation
01.2010 - 04.2016
- Managed daily operation of business.
- Scheduled medical transportation appointments.
- Scheduled and assigned drivers to location pick-up and drop-off areas.
- Corresponded with Department of Human Services (DHS) for Medical Authorization and Transportation Forms.
- Prepared monthly billing statements.
- Accessed copy and fax machine for daily correspondence to Medical Providers and Social Workers.
Education
Associate of Arts - Business Administration And Management
Lewis College of Businesss
Detroit, MIAssociate of Arts - Business
Wayne County Community College District
Detroit, MIHigh School Diploma -
Hazel Park High School
Hazel Park, MI01.1983
Skills
- Customer Service
- Data Entry
- Claims
- Accounts Receivable
- SAP
- Scheduling
- Coaching
- Mentoring
- Filing
- Team Player
- Dependable
- Empathy
- De-escalation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
DTE Energy/Qualfon
12.2022 - 01.2023
Customer Service Representative
American Residential Warranty/Qualfon
08.2022 - 03.2022
Customer Service Representative
Enfamil/Qualfon
05.2022 - 11.2022
Team Leader
American Residential Warranty/Dialog Direct
07.2021 - 08.2022
Senior Agent
American Residential Warranty/Dialog Direct
10.2019 - 07.2020
Customer Service Representative
American Residential Warranty/Dialog Direct
05.2019 - 07.2020
Customer Service Representative
Intel Media/AIG/Dialog Direct
01.2017 - 05.2019
Customer Service Representative
Target.com/Dialog Direct
07.2016 - 12.2016
Executive Vice President
At Your Service Transportation
01.2010 - 04.2016
Associate of Arts - Business Administration And Management
Lewis College of Businesss
Associate of Arts - Business
Wayne County Community College District
High School Diploma -
Hazel Park High School
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