Kayleen Baez
Staten Island,NY
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. I can adapt to quick changes while diligently performing given tasks with an ability to thrive in a dynamic, high- volume, high-pressure environment.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Smart Meter Skills Group Representative
Con Edison of New York
Brooklyn, NY
02.2023 - Current
- Develop and maintain positive customer relations and coordinate with team members to properly handle AMI related requests and questions.
- Respond to customer inquiries via telephone and written correspondence regarding the scheduling, installation, and maintenance of electric and gas smart meter upgrades.
- Utilize multiple back-end computer systems to manage meter updates, readings, meter tag / AMI & IMU device serial numbers, and changes in communications from physical meters to our customer care and billing system.
- Work with CFR's, supervisors and routers in Meter Operations and Gas Distribution Services across all NYC service territories to coordinate and schedule AMI/ IMU installations and exchanges.
- Troubleshoot AMI/ IMU'S and related billing discrepancies
Customer Service Representative
Con Edison of New York
Brooklyn
08.2022 - Current
- Utilize various computer based systems to access customer accounts and inputting transactions
- Maintaining empathy and assisting customers who are experiencing hardship
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled electric and gas emergencies in accordance to company guidelines and safety procedures with empathy.
Business Development Representative
ISLAND HYUNDAI, MAZDA, KIA & TOYOTA
Staten Island
07.2018 - 03.2020
- I worked exclusively for Staten Island's "Island Auto Group" in the business development center (or BDC department.) I dealt directly with customers and was responsible for receiving, processing, verifying, and distributing information from both inbound and outbound calls, to include but not limited to inquiries on new and pre-owned vehicles, internet leads, and providing general information
- As a main BDC Representative my main goal was to identify, and secure new sales lead and maintain client relationship.
Education
High school diploma -
Port Richmond High School
Staten Island, NY06.2016
Skills
- Record-keeping
- Verbal and written communication
- Business development experience
- Customer service experience
- CRM Software experience
- Appointment Scheduling
- Data Entry
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Office
- Customer support
- Technical troubleshooting
- Multitasking Abilities
- Teamwork and collaboration
- Attention to detail
Certification
Driver's License
Assessments
- Attention to detail, Highly Proficient, 02/01/22
- Customer service, Expert, 03/01/22
- Medical receptionist skills, Expert, 04/01/22
Personal Information
Relocation: Anywhere
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Smart Meter Skills Group Representative
Con Edison of New York
02.2023 - Current
Customer Service Representative
Con Edison of New York
08.2022 - Current
Business Development Representative
ISLAND HYUNDAI, MAZDA, KIA & TOYOTA
07.2018 - 03.2020
High school diploma -
Port Richmond High School