Keyhawnna Kearney
Philadelphia,PA
Summary
Utility and customer operations professional with 10+ years of customer service experience, including direct experience supporting residential and commercial electric and gas customers. Experienced in utility account management, billing and payment processing, service transactions, account research, data entry, issue resolution, and explaining complex utility information to customers. Strong analytical and problem-solving abilities with experience working in fast-paced, highly regulated environments. Seeking to leverage utility industry knowledge, billing expertise, data analysis, and cross-functional communication skills
Overview
9
9
years of professional experience
Work History
Specialized Customer Consultant
Peco Energy
08.2023 - Current
- Support residential and commercial customers with electric and natural gas service transactions, including establishing, disconnecting, and reconnecting utility service.
- Research customer accounts, billing information, balances, payments, service history, and account status to identify and resolve issues.
- Analyze billing-related concerns and explain complex utility charges, payment requirements, service options, and applicable programs.
- Process and document customer transactions accurately while following established utility procedures and operational requirements.
- Respond to emergency service requests and coordinate appropriate actions while maintaining accuracy and attention to detail.
- Utilize internal systems and customer account data to investigate issues, identify discrepancies, and provide timely resolutions.
- Communicate utility programs, service options, and account requirements clearly to residential and commercial customers.
- Manage multiple priorities in a fast-paced utility environment while maintaining accuracy, compliance, and quality standards.
- Apply critical-thinking and problem-solving skills to resolve complex account and billing issues.
- Collaborate with internal teams to address customer concerns and ensure appropriate completion of service-related processes.
Customer Consultant
Peco Energy
11.2022 - 08.2023
- Assisted residential and commercial customers with electric and gas service establishment, disconnection, reconnection, and account-related transactions.
- Reviewed customer accounts to research billing, balances, payments, service status, and program eligibility.
- Entered and maintained accurate customer and transaction information in internal systems.
- Explained utility programs, account requirements, and service processes while ensuring customers received accurate information.
- Resolved customer concerns through account research, problem-solving, and effective communication.
- Followed established procedures and quality standards when processing utility transactions.
Area Supervisor
Ross
02.2021 - 11.2022
- Supervised a team of 10+ associates, supporting daily operations, scheduling, payroll, cash-office functions, and customer service.
- Analyzed operational needs and prioritized daily responsibilities to maintain efficient business operations.
- Trained and supported employees on procedures, customer service standards, and operational expectations.
- Managed escalated customer concerns using problem-solving and de-escalation techniques.
- Maintained accurate records and supported cash and administrative processes requiring attention to detail.
- Collaborated with management and team members to improve daily operational performance.
Back Office Credit Clerk
TD Bank
04.2017 - 02.2021
- Reviewed credit applications and supporting documentation for completeness and policy compliance
- Verified customer credit files, identifying discrepancies and routing issues for resolution
- Processed account adjustments and maintained accurate credit records in banking systems
- Coordinated with lending teams to clarify documentation requirements and workflow priorities
- Reconciled account balances and investigated variances to maintain data accuracy
- Resolved customer and internal inquiries regarding credit status, documentation, and account activity
Education
Associate of Arts - Business Accountancy
Community College of Philadelphia
Philadelphia, PA06-2028
GED -
Virginia Department of Education
Chesterfield, VA03-2011
Skills
- Active learning
- CRM software
Analytical: Data Analysis, Account Research, Billing Analysis, Problem Solving, Data Entry, Process Review
Utility: Electric & Gas Services, Utility Billing, Service Transactions, Customer Accounts, Utility Programs, Energy Services
Professional: Written & Verbal Communication, Cross-Functional Collaboration, Decision Making, Conflict Resolution, Time Management
- Complaint handling
- Call center experience
- Teamwork
- Teamwork and collaboration
Timeline
Specialized Customer Consultant
Peco Energy
08.2023 - Current
Customer Consultant
Peco Energy
11.2022 - 08.2023
Area Supervisor
Ross
02.2021 - 11.2022
Back Office Credit Clerk
TD Bank
04.2017 - 02.2021
Associate of Arts - Business Accountancy
Community College of Philadelphia
GED -
Virginia Department of Education