Jiselle Trent

• Designed tailored insurance plans and calculated premiums with customized payment methods.
• Processed payments, issued receipts, and monitored policies to meet clients' changing needs.
• Conducted industry research to identify growth opportunities and performed client risk assessments.
• Collaborated across departments (sales, claims, underwriting, IT) to ensure seamless operations.
• Reviewed policies for compliance and explained coverage options to address client concerns.

Oversee and manage customer service operations for electric and gas services, ensuring efficient resolution of inquiries and issues related to billing, service updates, outages, and payments across multiple communication channels. Key responsibilities include:

• Leading the team in delivering accurate information on billing, service options, account management, and service interruptions.
• Developing strategies to address and resolve complex customer concerns, including billing discrepancies, outages, and account access challenges.
• Overseeing payment processing, managing past-due accounts, and implementing programs to prevent service interruptions.
• Analyzing customer data and feedback to identify trends, improve processes, and enhance overall service quality.
• Coordinating with internal departments to address escalated issues and ensuring customer records are maintained with accuracy and compliance.

Smart Start Customer Service Manager

The Smart Start Customer Service Manager plays a pivotal role in overseeing and ensuring exceptional service delivery to clients enrolled in the Smart Start Ignition Interlock Program. This position requires a strong commitment to maintaining compliance with program guidelines, upholding road safety, and fostering customer satisfaction. The manager will lead efforts to address inquiries related to device installation, usage, maintenance, and program participation while driving operational excellence and professionalism within the team.

Key Functions:

• Manage and oversee responses to client inquiries regarding ignition interlock devices, including functionality, scheduling, and program participation, ensuring prompt and effective resolution.
• Provide comprehensive guidance on program rules, reporting requirements, and potential consequences of non-compliance to support client understanding and adherence.
• Supervise the diagnosis and troubleshooting of device issues, ensuring clients receive timely solutions, including escalations to technical support for complex problems.
• Monitor client data for program compliance, review potential violations, and coordinate with relevant authorities to address non-compliance effectively.
• Ensure the accuracy and confidentiality of client records by overseeing account updates, record maintenance, and necessary account modifications.
• Address and resolve customer complaints with empathy and professionalism, fostering trust and reinforcing the company’s commitment to customer care.
• Develop and deliver educational resources promoting responsible driving behavior and compliance with ignition interlock program requirements.
• Oversee the accurate logging of customer interactions, maintaining detailed records for reporting and performance analysis.

This leadership role demands a proactive, detail-oriented individual capable of balancing operational management with a focus on customer satisfaction and road safety.