Summary
Overview
Work History
Education
Skills
Custom
Languages
Timeline
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Jene' Gillespie

Sr. Supervisor Customer Care
Middletown,United States

Summary

Organized and efficient Sr. Supervisor supporting corporate level officers and senior management personnel with demonstrated expertise in operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.

Overview

9
9
years of professional experience

Work History

Sr. Supervisor Customer Care

Exelon
02.2020 - Current
  • Delegate tasks to existing support team members and used documented processes and procedures to help resolve complex business issues.
  • Perform duties and provided service in accordance with established operating procedures and company policies.
  • Develop new employees and on-going performance assessment of current employees.
  • Monitor compliance risks within the company deadlines.
  • Supervise daily operations, customer satisfaction, and employee productivity.
  • Schedule and attend meetings with key stakeholders from various departments.
  • Organize daily workflow and assessed appropriate staffing to provide optimal service.
  • Conduct training and mentor team members to promote productivity and commitment to friendly service.
  • Handle escalated complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Established performance and service goals and held analysts accountable for individual performance.

Business Analyst

Exelon
06.2017 - 02.2020
  • Executed billing tasks and recorded information in company databases.
  • Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
  • Monitored customer accounts to identify and rectify billing issues.
  • Developed and maintained billing procedures through updating processes and procedures.
  • Prepared and submitted monthly billing reports to management for financial overview.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Trained staff on operating procedures and company services.
  • Boosted customer service satisfaction ratings through consistent quality control.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.

Billing & Collections Associate

Pepco Holdings, Atlantic City Electric
06.2014 - 06.2017
  • Processed and verified invoices to secure accuracy of billing information.
  • Worked with multiple departments to check proper billing information.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.

Education

Master of Science - Management

Wilmington University
New Castle, DE
05.2017

Bachelor of Science of Psychology - Psychology

Stevenson University
Owings Mills, MD
05.2014

Skills

  • Business Development and Planning
  • Process and Performance Improvement
  • Assignment Delegation
  • Escalation Management
  • Motivational Leadership

Custom

Extra Curricular: Club/Volunteer Activities Habitat for Humanity, Wilmington, DE, November 2018; April 2019; November 2019 Development for Young Professionals, Member, March 2018 - Present 2018 Pimlico Mass Casualty Incident, June 2018 Relay for Life Committee, Member, September 2012 - Present Mustang Activities Programming, Member, January 2012 - May 2012 St. Bernard Project - Rebuild New Orleans, March 2012 Stevenson University Blood Drive, December 2011 Awards and Honors Perfect Attendance, Pepco Holdings, 2015 Sigma Alpha Pi, Stevenson University, May 2014 Presidential Scholarship, Stevenson University, Merit-based, 2011-2014, $6,000 annually Dean's List, Stevenson University, December 2011, May 2014 Phi Theta Kappa Scholarship, Wor-Wic Community College, Merit-based, April 2011 Scholarship, Wor-Wic Community College, Merit-based, March 2011 Dean's List, Wor-Wic Community College, December 2010/May 2011

Languages

  • English

Timeline

Sr. Supervisor Customer Care

Exelon
02.2020 - Current

Business Analyst

Exelon
06.2017 - 02.2020

Billing & Collections Associate

Pepco Holdings, Atlantic City Electric
06.2014 - 06.2017

Master of Science - Management

Wilmington University

Bachelor of Science of Psychology - Psychology

Stevenson University

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Jene' GillespieSr. Supervisor Customer Care