Jamala Snell
Egg Harbor,NJ
Summary
Driven by a results-focused approach, I leveraged my problem-solving and customer service skills at South Jersey Gas Company to enhance customer satisfaction and streamline processes. My ability to provide meticulous attention to detail and foster cross-functional collaboration led to significant improvements in service delivery and operational efficiency, marking me as a key contributor to team success.
Overview
11
11
years of professional experience
Work History
Customer Service Coordinator II
South Jersey Gas Company
09.2013 - Current
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Maintained and managed customer files and databases.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Contributed to the development and implementation of a customer feedback survey, analyzing results to identify areas for potential improvement.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Kept accurate records to document customer service actions and discussions.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Senior Customer Service Representative
South Jersey Gas Company
09.2013 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Audit Billing Representative
South Jersey GAs Company
08.2019 - 10.2023
- Reviewed and solved account and billing discrepancies.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Facilitated smooth departmental operations through cross-training in various roles, providing backup support as needed.
- Achieved consistent performance metrics targets by prioritizing tasks effectively amid fluctuating workloads.
- Leveraged strong analytical skills to identify patterns in data, enabling accurate forecasting and improved decisionmaking.
- Contributed to company revenue growth by identifying potential billing errors and preventing revenue leakage.
- Adapted quickly to changing technologies or systems upgrades, ensuring minimal disruption to daily workflow during transitions periods.
- Participated in process improvement initiatives, helping to identify areas for increased efficiency in the billing cycle.
- Researched and resolved billing discrepancies to enable accurate billing.
- Collaborated with customers to resolve disputes.
Education
Associate of Arts - Business Administration
Robert Walch School of Business
Union, NJ06.1983
High School Diploma -
Hillside High School
Hillside NJ06.1981
Skills
- Account Management
- Documentation skills
- Complaint Handling
- Customer Focus
- Documentation abilities
- Quality Assurance
- Call center experience
- Performance monitoring
- Customer Service
- Work Prioritization
- Meticulous attention to detail
- Time Management
- Problem-Solving
- Customer Relations
- Handling Escalations
- Decision-Making
- Cross-Functional Collaboration
- Deadline-oriented
- Product Knowledge
- One Call Resolution
- Report Preparation
- Positive and Constructive Feedback
Accomplishments
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
Series 7 license
I was formerly licensed in the securities industry and bought and sold securities on the (NYSE) NY Stock exchange and (S&P 500)Standard and Poor's. It is one of my great accomplishments in life.
Timeline
Audit Billing Representative
South Jersey GAs Company
08.2019 - 10.2023
Customer Service Coordinator II
South Jersey Gas Company
09.2013 - Current
Senior Customer Service Representative
South Jersey Gas Company
09.2013 - Current
Associate of Arts - Business Administration
Robert Walch School of Business
High School Diploma -
Hillside High School
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