Karen D. Evans
Pembroke,NH
Summary
Assisted in maintaining customer satisfaction for internal and external clients. Supported billing department operations with over 15 years of experience in customer service policies and procedures. Pursued opportunities for personal growth and development in a challenging role.
Overview
36
36
years of professional experience
Work History
Billing Specialist, Billing & Data Management
Eversource
Manchester, NH
06.2018 - Current
- Assist with customer billing tasks including adjustments, order entry, and error processing. Supported field investigations to resolve billing issues. Proficient in Excel, Power Track, Tracker, OTTRS, Maximo, SharePoint, C2, FieldNet, Omni, and Omni Cloud.
Business Contact Center Representative Level 5
Eversource
Manchester, NH
04.2014 - 06.2018
- Resolved customer inquiries regarding high bills and statement details, leading to improved customer satisfaction. Processed payments and efficiently managed move-in/move-out requests, contributing to streamlined operations. Addressed outages and facilitated energy efficiency programs, net metering, tree trimming, and streetlight repairs. Conducted detailed account history research to rectify billing questions, resulting in timely issue resolution. Completed extensive training in C2 Mobius, ERMS, Verint, Springboard/Kubra TRS, LPB Core, OTTRS, and FieldNet, enhancing operational expertise.
Customer Service Representative
Eversource
Manchester, NH
04.2010 - 03.2014
- Handled incoming calls and emails to address customer inquiries and concerns. Coordinated dispatch of line crews for outages and meter technicians for reconnects. Assisted customers with billing issues, credit inquiries, and move-in/move-out orders.
Performance Specialist/Call Coach
Anthem Blue Cross and Blue Shield
Manchester, NH
06.1999 - 12.2009
- Reviewed recorded calls for customer service representatives to assess performance. Provided monthly feedback sessions to representatives on call quality and accuracy. Organized monthly training meetings to discuss relevant topics and improve skills.
Customer Service Representative
Anthem Blue Cross and Blue Shield
Manchester, NH
02.1996 - 06.1999
- Responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Responded to inquiries from policyholders, providers and/or others for information and assistance. Performed research to respond to inquiries and interprets policy provisions to determine most effective response.
Customer Service Representative
United Parcel Service
Londonderry, NH
08.1992 - 02.1996
- Achieved high customer satisfaction by effectively managing inquiries about shipments and UPS services. Resolved customer issues through proficient use of internal systems to provide timely and accurate information. Clarified service options and pricing to streamline the shipping process for customers.
Receptionist and Secretary
Winograd Professional Association
Concord, NH
06.1990 - 07.1992
- Assisted two attorneys in a fast-paced law firm. Greeted clients in person and answered incoming calls. Prepared various legal documents as needed.
Education
High School Diploma - Office Occupation, Accounting, Dale Carnegie
Memorial High School
Manchester, NHAssociate of Science - Business Management/Realestate
Hesser College
Manchester, NHSkills
Collaborated with team members to achieve project goals Supported colleagues in completing tasks efficiently Contributed to group discussions to enhance project outcomes
Utilized analytical skills to identify trends
Demonstrated flexibility in approach to effectively navigate shifting priorities and challenges
Applied analytical reasoning to evaluate complex problems and develop effective solutions
Demonstrated exceptional organizational abilities to streamline workflows and enhance productivity
Timeline
Billing Specialist, Billing & Data Management
Eversource
06.2018 - Current
Business Contact Center Representative Level 5
Eversource
04.2014 - 06.2018
Customer Service Representative
Eversource
04.2010 - 03.2014
Performance Specialist/Call Coach
Anthem Blue Cross and Blue Shield
06.1999 - 12.2009
Customer Service Representative
Anthem Blue Cross and Blue Shield
02.1996 - 06.1999
Customer Service Representative
United Parcel Service
08.1992 - 02.1996
Receptionist and Secretary
Winograd Professional Association
06.1990 - 07.1992
High School Diploma - Office Occupation, Accounting, Dale Carnegie
Memorial High School
Associate of Science - Business Management/Realestate
Hesser College