Joanne Day
Laurel Hill
Summary
Dedicated Senior Member Service Representative with a proven record in complaint resolution and team collaboration, enhancing service quality and customer satisfaction. Dedicated professional with 20 years of experience in customer service. Expertise in complaint resolution, effective communication, and team collaboration. Committed to enhancing customer satisfaction and service quality.
Overview
20
20
years of professional experience
Work History
Senior Member Service Representative
Choctawhatchee Electric Co Op
DeFuniak Springs
05.2006 - Current
- Assisted members with account inquiries and service requests efficiently.
- Educated members on energy-saving programs and billing options clearly.
- Resolved member complaints through effective communication, enhancing member satisfaction.
- Processed applications for new services and changes promptly.
- Collaborated with team to improve member service processes consistently.
- Maintained accurate member records in the customer management system diligently.
- Improved customer satisfaction ratings by identifying process enhancements and recommending staff training initiatives.
- Provided timely and accurate resolution to customer inquiries.
- Researched complex problems utilizing internal resources such as policies and procedures or external resources such as third party vendors or government entities.
- Participated in the development of new processes and procedures for the Member Service Center.
- Performed daily operations of the Member Service Center, including opening and closing procedures.
- Assisted members with account inquiries, transactions, and problem resolution.
- Performed account maintenance activities such as address changes, name changes, transfers, disbursements and deposits.
- Coordinated with other departments to ensure prompt resolution of member inquiries or complaints.
- Maintained a high level of professionalism when interacting with members via telephone, email or in person.
- Collaborated with team members to develop strategies for improving overall customer experience.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Enhanced customer satisfaction by resolving issues with knowledgeable and friendly service.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Contacted customers about potential service upgrades, new services and account changes.
- Operated multi-line switchboard to connect incoming calls efficiently.
- Provided exceptional customer service to callers and visitors.
- Managed appointment scheduling for various departments effectively.
- Assisted with administrative tasks, including data entry and filing.
- Coordinated communication between departments to ensure seamless operations.
- Supported emergency response protocols by prioritizing urgent calls promptly.
- Performed administrative tasks such as filing, data entry, and document preparation.
- Assisted with routing incoming faxes, emails, and voicemails to the appropriate staff members.
- Verified accuracy of caller information prior to transferring calls.
- Answered incoming calls and routed them to the appropriate personnel.
- Ensured compliance with applicable laws and regulations governing telephone operations.
- Monitored switchboard activity and adjusted staffing levels accordingly.
- Managed high volume of incoming calls while ensuring quality standards were met.
- Greeted customers warmly upon connection and provided courteous service throughout conversations.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Handled incoming and outgoing calls according to standard operating procedures.
- Took messages from callers and accurately relayed details to intended staff.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Completed connections between callers, departments and professionals.
- Reported telephone line issues and outages for prompt repairs.
- Operated telephone switchboard and routed calls to correct destination.
- Shared or forwarded messages and information to designated personnel.
- Processed incoming or outgoing mail, packages or deliveries.
- Assisted administrative team with accepting orders, scheduling appointments or meeting rooms or sending and receiving faxes.
- Placed equipment, supplies or catering orders for meetings.
- Greeted visitors to log persons in and out of facility, assign security badges and contact employee escorts.
Administrative Support Specialist
Choctawhatchee Electric Co Op
DeFuniak Springs
05.2006 - 09.2013
- Coordinated interdepartmental communication to enhance operational efficiency.
- Supported team members with project coordination and resource allocation.
- Delivered exceptional customer service through direct communication with clients and team members.
- Scheduled appointments for staff members upon request.
- Managed office supplies inventory by monitoring stock levels, anticipating needs, placing orders, and verifying receipt of supplies.
- Answered incoming calls and responded to inquiries.
- Maintained confidential records related to personnel files.
- Coordinated logistics for company events such as conferences and seminars.
- Updated contact lists on a regular basis ensuring accuracy of information.
- Scheduled appointments, meetings, and events for staff members.
- Prepared agendas for meetings, took minutes, transcribed notes, and distributed meeting materials.
- Greeted visitors in a professional manner, determined nature of visit, directed them to appropriate personnel or department.
- Organized and maintained filing systems, both paper-based and electronic.
- Answered telephone calls, routed them to the correct extensions, and took detailed messages.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Handled incoming calls and directed callers to appropriate department or employee.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Coordinated catering services for various functions, including sales trainings and department meetings.
Education
GED -
Okaloosa Walton Community College
Crestview, FL01-2002
Skills
- Member account management
- Customer relationship management
- Customer service expertise
- Client relationship building
- Understanding customer needs
- Customer needs assessments
- Complaint resolution strategies
- Billing troubleshooting
- Call center experience
- Call center operations
- Account updating
- Call documentation
- Document and records management
- Service quality enhancement
- Administrative and office support
- Data entry accuracy
- System implementation
- Information gathering
- Money handling
- Analytical skills
- Problem solving
- Problem-solving aptitude
- Team collaboration
- Teamwork
- Adaptability and flexibility
- Stress tolerance
- Calm and professional under pressure
- Effective communication
- Written communication
- Interpersonal skills
- Phone etiquette
- Multi-line phone talent
- Typing speed 45 wpm
- Customer relations
- Conflict resolution
- Customer relations
Work Preference
Job Search Status
Not actively lookingWork Type
Part TimeLocation Preference
RemoteSalary Range
$20/hr - $32/hrTimeline
Senior Member Service Representative
Choctawhatchee Electric Co Op
05.2006 - Current
Administrative Support Specialist
Choctawhatchee Electric Co Op
05.2006 - 09.2013
GED -
Okaloosa Walton Community College